As a Service Desk, we primarily provide remote support. We do this digitally or by phone, sometimes even via Microsoft Teams. With the latter variant, the webcams are on and we also get an image of the person on the other end of the call. Something we learned through Corona and enjoy applying. We have also been doing our SLA calls not on site for two years, but through Teams. As the world changes again and everything opens up, these measures disappear and we can meet again. A great topic for a new blog by Naomi.
If there is anything I have learned over the past ten years, it is that working together becomes easier and more fun once you have seen each other in real life. A regular customer group is regularly visited by Martijn, Oscar or myself to talk about our SLA agreements made. These talks are mainly used as a practical interpretation to improve cooperation. A very nice interpretation is the ANVA Fest, organized by and at ANVA for our customers. We then literally open our doors to receive as many customers and partners as possible in one day.
As an employee on the Service Desk, you suddenly hear a lot of familiar voices, you recognize the customer(s) even before they have uttered their name. Not the appearance is necessary to recognize them, but the sound and intonation of the voice tells us enough. The nice thing about this is that from that moment on you also have a physical image of someone. You talk about work, but especially about other things, you get to know each other just that little bit differently. Or you crawl together behind a computer screen to solve a problem. The ANVA Fest is a very fun and valuable way to network and improve our service. We are already secretly looking forward to an ANVA Fest in 2023, even though it has not yet been officially scheduled.
So recognizing voices was less likely this day. Still, I did find many familiar names on the nameplates. Mostly IT managers, proxy managers or owners. Employees whom I occasionally talk to during SLA meetings in my role as chapter lead, but mainly when things are not going quite as planned. For that too, it is nice to have seen each other in real life or to have spoken to each other once before without any reason.
Many of our partners also attended the AM day. For me personally, this was very nice to see and talk to them again. When reports come in about the interface between our solutions, we already switch with each other. Now we were able to hear how things are going and what's going on, which is also important.
Besides seeing familiar customers and partners, former ANVA colleagues were also walking around. After all, once you're in the market, you don't just leave. It is striking that there are mostly former colleagues walking around who have worked in the sales department. Always nice to see each other again! This is how I discovered that the ANVA gossip circuit still works well even with former colleagues. The news that I am getting married in September was already known to many.
Looking back, the AM Day was a great day for me to shake hands with familiar and unfamiliar employees of our clients and partners again. Because yes, now that the measures are gone that also happens again! There will be another AMday in November and I will definitely be there again then. As far as I am concerned, we will expand the Service Desk representation with SLM'er Martijn then.
Because it's not just me who feels like meeting more customers, I also notice this in the department. My colleagues are also eager to get out and about again. Something we didn't do very much before Corona, but now that the opportunity has arisen we are keen to seize it. In a previous blog I wrote that knowledge transfer is important, but sometimes difficult. What if we started combining knowledge transfer and meeting customers? This is a question I received from several colleagues. My only answer to that was: that's win-win, go call customers and ask what's possible.
Biesbosch is the first customer where we have put this into practice. Corry and Leon went to them together and learned a lot about linking CED with ANVA. Seeing in practice how the software is used, what goes well and where we can still improve, is not only fun but also inspiring and instructive. Just as enthusiastic as I returned from the AM day, they too came back to the office happy and full of stories.
Another example is the fact that Anne and Marc are rotating in at VCN. This way they get to know ANVA and at the same time we help reduce the workload at VCN. Also a win-win! Needless to say, there are many ways to think of that are fun, but also have great value for our service in the future, providing better contact and input for our product owners. Are you reading this blog and do you also have something we can come to you for? Don't hesitate and send me a message especially!
Something else you notice when you suddenly start meeting people again is that my blog and activities on LinkedIn are well read. I have been addressed several times because I was recognized by my blog or another post. Of course, I do see a lot of reading, liking and even occasional comments. But if you are recognized by it, you obviously stand out.
So I write this blog with pride and with the hope that my network continues to grow. I already knew that I enjoyed guiding, coaching and inspiring my colleagues. Now I know that it is also fun to inspire people through digital means with my way of looking and working. Hopefully this blog will put another smile on your face as well. And who knows... we'll meet again soon.
