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COVID-19, the changing nature of our approach to Professional Services and ‘business as unusual’

Like many organisations, the rapidly evolving nature of the COVID-19 pandemic and the change in people’s working habits, locations and timings has presented a unique challenge to Tribal’s Professional Services team.

As a team of nearly 100 consultants we are used to spending our working lives travelling the length and breadth of the UK and beyond to visit customers and implement and consult on our software solutions. However, over the past few years we have increasingly grown our remote delivery capabilities in order to rapidly adapt our delivery model to meet our customers ever changing needs.

Over the course of the last month all our customers have moved from working on site to working from home and during this time Tribal have developed and evolved our approach to delivering services. All our Professional Services delivery, whether that be project management, technical services or implementation services have continued to be delivered remotely.

The feedback has been overwhelmingly positive from customers and we are adapting our delivery approach in line with some of the recommendations that have been shared with us.

The College has been using MS Teams for a little while so many were already used to the technology. I was a bit worried at first when there’s 20+ attendees to the session, so it’s important to follow the home rules for the meeting, which the consultants communicated at the start of the meeting, things such as muting mic’s and using the chat to post questions, etc. Once the sessions have started it almost like having a one-to-one training session where you can clearly see the consultants screen to follow examples.

City of Wolverhampton College

I feel Tribal have delivered excellent training and consultancy during the Coronavirus lockdown. We have had a range of training and consultancy sessions delivered over Microsoft Teams where the PowerPoint slides are presented onscreen and people can ask questions at any point. This has allowed us to record the sessions for those absent or to refer back to later. We were initially apprehensive about how exercises would be conducted as part of training, given the lack of face-to-face contact and need for on-hand troubleshooting. However, our concerns were put to rest as the messenger chat screen as part of Teams was used for participants to send wee calls for help whilst working through the exercise. In some ways this actually worked better than face-to-face sessions, as they could choose to share their screen so everyone could see what the issue was and work through it together.

Glasgow Caledonian University

Professional service packages for Higher Education

“When planning for the impact of Covid-19 restrictions, Tribal worked closely with the central Project Team to adapt training delivery at an important stage of implementation. The result has been that remote training for a range of staff from six colleges across Northern Ireland has proceeded smoothly, with trainees reporting good sessions, successfully tailored to the demands of working from home. Sessions are recorded, to create even greater flexibility. Tribal responded quickly and professionally, helping us to keep the project on track."

Colleges Northern Ireland

COVID-19 has presented a unique set of circumstances to us all our day to day lives. Despite this, we still need to evolve to not only maintain ‘business as unusual’ but to progress and thrive. As we look ahead to the next academic year and a return to ‘normal life’ the Professional Services teams have been developing service propositions to help our customers meet the future demands that have resulted from this situation. In the past few weeks, we have been busier than ever implementing online enrolment solutions, delivering support for reviewing academic models and curriculum planning, paperless onboarding and our Engage app to drive real time communication with students.


Once we emerge from this pandemic I expect that our ways of working will never be the same again and as we increase our remote delivery capabilities our consultants may be able to spend more time with their families and less time travelling and staying in hotels!

 

See how the Higher Education team can support even further