Collaboration between employees, teams and customers is more important than ever, and various new technologies and platforms are available to facilitate communication and group work.
The E-Commerce Times spoke to several experts in the field of collaboration software and technology to find out how people can work together, both remotely and in person.
“The teams are more distributed than ever,” said Oliver Huebler, managing director of Americas at Meister, a provider of solutions for collaborative task management, to the E-Commerce Times.
“There is a growing trend towards hyper-productivity. [and] This started even before the coronavirus crisis. It is a modern work problem. Companies and the employees who work for them are overwhelmed by work from different directions. ”
Challenges and opportunities
This new era of collaboration has brought a myriad of challenges – and opportunities – to companies trying to manage their jobs and maintain productivity.
“We live in a time in which it is technically possible to always stay online and always be productive,” explained Huebler. “Why stop working when orders can be processed automatically? When payment is instant and delivery is global? This is an organizational and sometimes a logistical challenge.
“Teams still need to be aligned and productive, even when they’re in different offices and time zones. Covid-19 didn’t require intelligent and efficient collaboration. That made it worse.”
Ultimately, these new collaboration needs have created the need for new technologies and platforms.
“Modern problems require modern solutions,” said Huebler. “Many industries have announced that there is unlikely to be a full return to the traditional office environment.
“The only way teams can work together in the future is to use solutions that work online. You need a tool that can centralize work, is easy to use, integrates with the software you are already using, and is flexible enough fit the individual needs of their teams. “
With so many employees working remotely now and in the future, organizations need to rethink how to facilitate communication and collaboration between those employees and between the customers and customers they serve.
Ecommerce website monitoring
“Collaboration software like remote access plays an important role for companies that use their time and resources more efficiently,” Christoph Schneider, head of product management at TeamViewer, a provider of remote access and collaboration tools, told the E-Commerce Times .
“Let’s take the e-commerce sector, for example. This is an industry in which the pace of competition continues to increase. Constantly lower prices, fast response times, continuous availability of shop-relevant systems and seamless logistics are required. An inaccessible website or an unresponsive shopping template can be devastating in terms of sales and customer experience, “he explained.
Teams working remotely in these circumstances must be able to communicate quickly and efficiently in order for a business to run smoothly.
“Remote collaboration tools help react quickly, for example by providing reliable connectivity to the server after website monitoring has triggered an alarm,” continued Schneider.
“With the use of AR remote support in the e-commerce environment, a new era in collaboration software is already beginning.
“For example, if you’re in the server room and don’t know how to replace failed drives, you can call an expert for help in delivering a live video stream with your smartphone and they’ll be able to provide you with real-time annotations through the Process. ” [It’s] A simple, seamless approach where collaboration is central. “
One of the main reasons collaboration is important is to make sure that different departments within a company are pursuing the same goals – and communicating those goals with one another.
“It’s important for marketing, sales, and technology teams to work together to make sure they’re all focused on achieving the same goal,” said John Brumbaugh, senior director of commerce at Avionos, a digital commerce and marketing strategy company , opposite the E-Commerce Times.
“Marketing can’t just generate qualified leads and this is the KPI they closely monitor, just as sales can’t just look at first-time sales for their KPIs.
“In addition, the technology teams need to be able to make the conversations between these two other stakeholders as seamless as possible so they can continue to deliver results for their customers.”
Effective collaboration tools and strategies are critical to ensuring that companies stay on track and work together to achieve their goals.
“Imagine a customer has goals for Black Friday and the holiday season, but marketing has not allocated enough budget to drive traffic to the site during this crucial time of sale,” said Amit Shah, chief strategy Officer of the e-commerce platform provider Vtex the e-commerce times.
“Sometimes we find with our customers that the online commerce team doesn’t always control their marketing budget and activities, so creating a common plan for all teams to achieve sales goals is one way our customer success teams work with our customers. ”
A collaborative future
The era of collaboration is just beginning and will only play a more central role in doing business after the pandemic has ended.
“Globalization and an increase in home working as a result of the pandemic have resulted in high demand for collaboration software over the past twelve months, but the demand for better collaboration is just beginning,” Schneider said.
“After the challenges of Covid-19, executives must commit to their digital transformation strategies in 2021 and continue to invest in the right collaboration software solutions for their company.
“The rollout of 5G and the immediate rollout of augmented reality and IoT in remote access management tools are merging and allowing people to cross time zones and locations. These new technologies are becoming a catalyst for personal and professional connection with other lives. “
While it was the pandemic that originally put the need for collaboration at the forefront of business strategy, the fact that so many teams are likely to continue working remotely even after the pandemic ends will make collaboration a central part of business life in the future . also.
“Collaboration software has become a business-critical asset in the pandemic, but will be an influential tool in terms of workplace culture and CSR in the future,” said Schneider.
“As many parts of the world prepare to loosen locks, the chances are many companies will continue to work remotely in some way in the long term. Many companies are taking this opportunity to make remote working part of their culture and stand out thereby off. ” among competitors and facilitate the recruitment of the next generation of star employees.
“Using the right collaboration software will be critical to the success of any future work, as organizations either want to work completely remotely or use a hybrid model.”
Tools that enable seamless collaboration across time and space can ultimately help the planet too.
“With issues such as sustainability and climate change on the business agenda, remote technology and collaboration software plays an important role in moving closer to the European Commission’s goal of reducing greenhouse gas emissions by 40 percent by 2030,” said Schneider.
“A recent study by TeamViewer and sustainability experts from the DFGE Institute for Energy, Ecology and Economy found that remote-controlled technologies will reduce CO2 emissions by an average of 11 million cars per year. That is more cars than the Netherlands as a whole.
“Collaboration software was therefore not only a quick fix for companies during the pandemic, it will also be an increasingly important tool as companies address larger societal problems in the future.”