Intelligent CIO North America Issue 29 - Page 58

CASE STUDY
“ The relationship that we have with our customers is based on trust , and security plays a massive role in creating the trust because our customers are not coming in and seeing us . Everything is digital ,” Muthukrishnan said .
He added : “ I appreciate the fact that we can introduce the level of security that is required for our operations with Zoom . The flexibility and configuration , from a security standpoint , that Zoom offers is beneficial to us and how we operate . We create our relationships based on trust with our customers and security is a critical enabler of that .”
An avenue for learning and growth
Ally had to rethink not only the customer experience but also the employee experience in real time in the face of COVID-19 .
“ I often say this fondly – we created 10,000 branch offices overnight . When you have a larger population of employees that are remote , you need tools that are easy to adapt , and Zoom definitely fits into that category . It provided functionality in a very simple manner that people can understand across all parts of the organization and adopt ,” Muthukrishnan noted .
“ Being only a Zoom call away helps overcome a certain anxiety – an inertia – in terms of having a conversation . And having everybody operate from the same platform is a great place to be for a company like ours ,” he added .
Once Ally used Zoom to operationalize widespread remote work , the organization soon applied the technology to update legacy processes and programs . Chief among them : training for customer care representatives .
“ To establish digital connectivity and take it to the next level , we have introduced Zoom Rooms in our new building . As we are creating the future of work , these new buildings are a critical part of it .”
“ Training on Zoom is a major breakthrough for us – you don ’ t have to sit there and train them physically . It ’ s a huge help for them in terms of bridging the learning gap and learning curve . We can roll out training at a much faster rate .”
Enabling the future of work
Ally is now transitioning into a hybrid work environment – and Muthukrishnan continues to look to Zoom to connect people .
“ Solving the future-of-work problem at Ally means extending digital connectivity , regardless of where our employees are ,” he said . “ It ’ s creating a workplace that provides flexibility to come into an office as needed , and also lets you collaborate and interface virtually as well .
This ‘ digital connectivity ’ helps bind a distributed workforce together , as Muthukrishnan said : “ With Zoom Rooms there are people at home connecting to people in the building . Somebody can walk up to the screen and draw something on the board that everybody can see , even if the camera is not pointing . That ’ s critical for us .”
The need for equitable collaboration across a hybrid workforce has only expanded Ally ’ s use of Zoom .
“ We are testing the Smart Gallery feature to help everybody feel like they ’ re part of the room ,” Muthukrishnan said .
When it comes to events , Ally understands that employees and customers want the flexibility to attend virtually . They used Zoom Events to host their Supplier
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