We knew if we could enable those logins remotely and securely, then remote work could move forward. The combination of Chromebooks and Citrix provided our employees with the flexibility and security to access Synchrony business applications remotely. Our contact center teams in the United States, India, and the Philippines used desktop computers and softphones to access customer data and service their credit card accounts.Ĭontact center employees logged into our custom Synchrony customer-service applications through Citrix. This was a fairly easy task for information teams, many of whom already had company laptops. In early March, we considered how quickly we could move employees to remote work. Step 1: Assessing the technology needed for productive remote work

Here’s how we made this rapid shift to remote work while maintaining high customer service levels-and keeping employees safe at home. But when it became clear in mid-March that the COVID-19 pandemic would disrupt normal business operations, one of our first thoughts was, “We need to get our employees home.” With just a couple of weeks to convert bustling, fully staffed contact centers to a remote team around the world, we chose Chrome Enterprise because it was easy and fast to deploy and manage. We never imagined that Synchrony’s contact centers would shift to remote working. Greg share’s his vision for the future of work and how they migrated their entire call center workforce to the cloud in his episode of the brand-new series, “Tea Time Tech Talks with Chrome Enterprise.” Watch it here. To help contact center teams to work from home, Synchrony is using Chrome Enterprise and Chromebooks. Like many businesses around the world, Synchrony recently had to move to a remote-work model.

Editor’s note: Today’s post is by Gregory Simpson, Chief Technology Officer for Synchrony, a financial services and consumer banking company.

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