Over the last couple of years, the way we work has changed significantly. Teams around the world have had to discover new ways of staying productive and efficient in a distributed world. 

Concepts like hybrid work jumped from 13% to 24% in the UK between the months of February 2022 and May 2022 alone. Professional Services brands have embraced a whole new strategy for connecting with clients and aligning teams. Fortunately, tools like Zoom have emerged to make this transition as simple and seamless as possible. 

When one of North America’s most significant Salesforce application development and consulting firms began feeling the impact of the pandemic, they turned to Zoom for assistance. Here’s what happened when Traction on Demand (ToD) embraced the idea of video-first communications.

Discovering a Demand for New Communication Solutions

Traction on Demand is currently one of the largest Salesforce application development and consulting firms in North America. This innovative Professional Services group is committed to providing companies with the support, guidance, and expertise they need to leverage state-of-the-art CRM tools. The ToD brand works hard to ensure every investment is transformative for each business. 

With Traction on Demand, companies get assistance with not only implementing the Salesforce platform but also building strategic plans for leveraging their investments and achieving outstanding organisational goals. ToD provides unique application development services too, creating cross-platform and stand-alone SaaS solutions for business insights. 

Using a people-centric approach to operations, ToD envisions a future where every organisation can achieve new levels of success with the Salesforce ecosystem. Part of the company’s strategy revolves around the use of high-value video communications. Video solutions enable the company to create tight-knit, collaborative teams with excellent communications in regions throughout Australia, India, Canada, and the US. 

In recent years, as the organisation’s growth continued to accelerate, the company discovered a new demand for an enterprise-level communication solution, primed for scalability. That’s when the business turned to the services offered by Zoom.

Creating a Dynamic Workplace Environment

According to the Director of IT for Traction on Demand, Kevin Wood, the company has been a video-first organisation from day one. However, the solution the company had in place a couple of years ago was beginning to struggle to meet requirements as the business began to grow. The team needed something more robust, straightforward, and scalable.

ToD supports a dynamic and modern IT environment in-office, where employees can access real-time support to ensure their systems and devices are working as quickly and efficiently as possible. However, when the pandemic pushed all of the brand’s employees into remote work, the group needed a new way of delivering this same level of support. 

According to Wood, it was challenging to figure out how the team could deliver consistent IT support to more than 800 employees when everyone began working from home. Though the team had a fantastic set of walk-up stations in office where employees could bring their laptops straight to an IT professional, this wasn’t an option during the pandemic.

In the search for an effective solution, ToD tried a number of services from leading meeting and video conferencing providers. However, it wasn’t until the team embraced Zoom that it began to see real results. The company noticed a multitude of other business leaders adopting Zoom and found even customers and partners would expect to use Zoom for meetings. 

Achieving Success with Zoom

After a little research, Traction on Demand confidently decided to implement Zoom Meetings and leverage the platform’s dynamic feature set, ease of use, and integration capabilities with Salesforce. According to Wood, the brand had used Google and Microsoft products in the past and found many deals allowing them to use video as part of those bundles. 

However, the company was committed to finding “best of breed” options from a range of different providers. Zoom’s ability to work well alongside Salesforce, as well as its seamless feature set made it an excellent choice for the brand. 

The teams decided not only to leverage Zoom Meetings but also Zoom Phone and Zoom Video Webinars; soon after teams began discovering the benefits of the platform. The result was a wide range of solutions ready to meet all of the company’s needs in a single platform.

Access to Zoom Phone meant the company could continue to interact with customers who weren’t as comfortable with video. The solution also allowed the team to set up a call queue for salespeople using Zoom Phone. This meant calls could be automatically distributed to sales teams, allowing convenient work from anywhere experiences. 

Zoom Webinars became a powerful tool for quarterly and town hall meetings because everyone could interact through the Q&A features and connect with the leadership team. Wood and his workforce were even able to recreate the IT “walk-up” experience with Zoom. This meant employees could continue to unlock the same frictionless IT support in a virtual space.

A perpetual “Zoom Room” offered an always-on space where people could drop in with IT issues and questions. In this environment, IT professionals were always on-hand to offer support to co-workers, ensuring team performance remained excellent. 

Creating a “New Normal” with Zoom

Like many Professional Services companies at the time, Traction on Demand experienced a number of changes caused by the pandemic. However, by implementing Zoom, the staff were able to create a communications environment for frictionless collaboration. Effective communication was maintained across webinars, phone and video interactions. 

All the while, IT support was consistently offered to the workforce during the pandemic, even when teams were working remotely. As the ToD team continues to grow, the workforce plans to continue using Zoom as a critical platform for streamlined operations, internal communications, and collaboration. 

According to Wood, the business was already a huge fan of the power of video before adopting Zoom. However, the Zoom platform expanded the team’s ability to meet and thrive online. During the pandemic, the Zoom ecosystem ensured the brand could survive the transition to the “new normal”. 

 

 



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