Our employees are at the heart of everything we do here at Softworks and so we are delighted to introduce them to you in our new Spotlight Series. Today, we talk to Trainer, Claire Maguire. Claire is responsible for training both new and existing Softworks customers to make sure they’re comfortable and confident using the system and that they’re getting the most out of it.
We talk to Claire about how she has adapted her training methods for both new and existing customers while she herself also adjusts to working from home during Covid-19.
Claire, What are you doing to keep yourself happy and motivated right now?
I recently moved into a new apartment and having the time to decorate has been great! It has been very satisfying to see it all come together.
Has Covid-19 changed the way you work?
As a trainer, I usually work with clients in person so working from home has been a big change. I now set up remote training sessions to train clients online and for internal training sessions for the Softworks team. It’s been a really effective way of making sure that training continues on as usual as far as we possibly can. I’m also using the time when I’m not on the road to update documentation and build knowledge-based tools to help clients, which I also enjoy.
What has stayed the same for you?
Softworks has provided us with remote access to all the tools and information we require. I can still easily carry out all the administration and documentation work I would usually do in the office just from home. Although in the past, I did have the option to work from home, I do prefer to be in an office environment.
What new challenges are your customers facing during this time?
Many of our clients are essential workers and finding the time to learn about their new Softworks Workforce Management system can prove to be a challenge, especially with everything else that is going on. Many of our customers have not had employees working remotely before, and so this was a challenge for them when the lockdown began.
Also in many instances we use the “train the trainer” model and these super users then work alongside their own teams providing help and assistance as the system rolls out but now their teams are dispersed and working remotely.
How are Softworks Solutions helping them with these challenges?
To help effectively train those working from home, I’m carrying out shorter more frequent training sessions remotely instead of full-day training sessions onsite. This facilitates learning and allows the customer to use the information learned before moving on to the next section. It’s been working really well and we’ve been having some excellent feedback. Also in our training, we’ve been really clearly showing customers the benefits they’ll experience once their system rolls out in terms of time-saving, improved processes and improved information so that they can have that to look forward to and be motivated to keep going with the training despite all the other challenges they’re dealing with.
Specifically, my colleagues on both the training and support teams have been teaching clients how to set up new absences using the Absence Management Solution so that they can record COVID-19-related absences. We’ve also been helping them transition their workforce to remote work by providing training on the Time and Attendance Module, which allows them to track, manage, and record employees working hours from home.
What have you learned from your customers during this time?
Clients have been incredibly proactive in the use of their Softworks Workforce Management solution to manage all the changing employee working patterns during the lockdown and I’ve learned how quickly businesses can change to adapt to any situation. Common requests we’ve had in training have been how they can create new shifts to facilitate staggered start and end times using the eRostering and Labor Scheduling Solution, how to create new absence types to accommodate working from home and how to set up re-hires for retired essential workers coming back to work. It has been fantastic to be able to customize training as per new customer requests as the system is so flexible.
What are you most grateful for right now?
I am so grateful to have a job where I can efficiently work from home using Softworks and record my working hours through the Employee Self-Service app on my mobile. I love to be busy and work gives my week structure. I am also grateful for my coffee machine which I managed to buy just before the lockdown and couldn’t have lived without!!
In our next blog, we will be talking to our Chief Technology Officer Chris Deegan about the challenges that he has encountered as a result of COVID-19, and how he is maintaining staff engagement within his team.
