Lockdown in the life of an SSP Internal Account Manager
When we received the communication on Monday 16 March that from the following day we would be working from home, the air in the office was permeated with a few different feelings. There was the excitement of avoiding daily commutes, the worry of having to get our essential office equipment set up to work at home and for those of us with children, the balance of having to home-school at the same time, (how would that even work?). So a real bag of mixed emotions and thrown in thoughts of how we would deal with missing out on all those little moments and office interactions that we wouldn’t get to experience with our colleagues for the foreseeable future.
As we undocked our laptops and collected our plants, we knew that times would be especially testing for our brokers, so we arranged a call for the following day to decide how we could best reassure our customers that, whilst the world is rapidly changing, SSP’s support will always be a certainty. We agreed that nothing is quite as reassuring as a phone call; we rely on e-mails because they can be picked up 24/7, however with most of the world confined to their own four walls, we knew we would all need the reassurance of human interaction. In a team effort, since 16 March, Account Managers and Internal Account Managers have touched base with more than 600 customers, with some wonderful conversations shared.
We don’t want to dismiss the gravity of the situation, with many people dealing with family and friends being impacted by COVID-19, we know it is a time for supporting those who need to make their loved ones their main priority. However, we cannot help but notice that as the world is revolving at a much slower pace. Our customers have also had the time to tell us more about themselves on a personal level – how they miss their manicures, how they took on meditation to avoid burying the kids in the garden, what colour they are hoping to paint their walls and the excitement of being able to buy flour and rice for the first time in five weeks… We’ve listened to heart-warming stories of holiday memories and future plans for places to see once the travel ban is lifted.
Now that we have been at home for around eight weeks, we can honestly say that, for many of us, things are starting to get easier. Along with our children, we have gradually got into more of a routine, getting used to those two little (and very annoying) words, “I’m hungry”. We have mini social calls between ourselves and the wider team to keep each other motivated and sane and look forward to a lunchtime walk in the sun. Our COVID-19 help-page has also offered great support to our customers, providing handy hints and tips on how to better their working-from-home lifestyle and get up and running on the software easily!
“SSP’s Remote Working webpage has assisted in making our transition seamless and effective, contributing to overall business continuity. The guides and videos are a huge help!”Alan Ferraz, Mainstay
Every call we have had has been gratefully accepted and we have had wonderful feedback regarding how easy it has been to use the SSP system on a brand new laptop (remember those? They’re like gold dust!) Or to simply take the office PC home, connect it to the internet and start work where it was left off without having to waste any time.
“We’ve been delighted at how nippy our SSP system has been, even on home broadband! The company’s productivity during this time has continued to be very high and SSP have truly assisted with that. We’ve not had any issues with our system, and it is reassuring to know that, even during these uncertain times, we are with a software provider that can and will fully support our business.”Lauren Turner, Rentshield
We are truly cherishing the opportunity to provide some much-needed stress relief, whilst supporting our brokers with any training needs they may have, including promptly delivered remote sessions from our helpful trainers.
““SSP continue to deliver exceptional Customer Service and Training, whenever we need it. Even when that’s a late Bank Holiday afternoon!”Bryony Sherlow, G A Puttick Insurance
Supporting you in your journey to success is at the centre of everything we do. We know that these are tough times, but we are in this together.
Laura Beasley, Hazel Hand and Silvia Petrini
Internal Account Management