Head of digital solutions group for a telco company, she handles all wifi related services like providing wifi in malls, events, schools, and other establishments. She also is in charge of digital solutions for enterprises (due date notifications, load distribution) and national and local government (NDRRMC texts, local PIO broadcasts)
One of their key focus areas right now is providing free wifi access to hospitals, supermarkets, quarantine sites for patients, dormitories for the frontliners. They are also working closely now with LGUs, providing them with their digital needs like SMS blasts, load allocations especially since they need to be in constant communication with their constituents. On the business side, what they are doing right now is refocusing on the products that are badly needed. For example, they help BPOs in setting up work from home by providing home internet, providing timely load allowance to employees, etc.
Maximizing capabilities to take care of people. Aside from the daily cadence of team leaders with their teams and providing seminars for self-care, one of the things that the company did to monitor the physical and mental health of its people is to develop an exclusive app or chatbot that check in everyday with all the employees of the company, asking the how they are feeling, which employees can reply to with “I’m good” or “I’m unwell”, and the chatbot will probe deeper if you have symptoms of physical or mental health issues.
Breaking silos. The company is proud of being a silo-less organization ever since. But now that business is upended and they need to always act fast to address the needs of their customers and extend their help to those in need of digital services, the silo-lessness has proven to be one of their core strengths. Regardless of what department they belong to, everyone is willing to help each other and share necessary information. For instance, if my AHA hero has an initiative to provide free wifi, she reaches out to the enterprise group to see who else needs free wifi in terms of Small and Medium businesses. In her own words, “Ikaw na lang mahihiya pag ‘di ka tumulong (You'd be embarrassed not to help out.)" Everyone’s rolling up their sleeves to pitch in, cross-collaborating across business units in the service of their customers, whether it’s for charity or for moving the business forward.
Joseph dela Rosa, Country Representative of Zünd
Zünd is a Swiss family-owned company that manufactures digital cutting machines. Their solutions are essential to manufacturing in industries like Graphics, Packaging, Leather, Textile, Aerospace, you name it!
They’re in the business of cutting different materials for various purposes, and that’s a very specific business to be in. Their lifeblood used to be selling these machines and in their after sales. But Now that business as they knew it has stopped, how can they stay relevant with their existing capabilities?
Transcending client-customer relationships.
Zund partnered up with one of their end consumers in the Graphics industry to produce aerosol boxes, as their initiative to do their part in the fight against COVID-19. These acrylic boxes are used to protect doctors from body fluids and germs when they intubate patients. By finding that shared mission, what used to be a client-supplier relationship quickly became a partnership between equal collaborators.
Rethinking your value proposition to your stakeholders.
On normal days businesses are limited to the existing design of their customer touchpoints. My AHA Hero looks beyond the transactional and sees his end consumers as partners. He now helps his end consumers diversify their businesses and think out of the box and outside the core of their business to stay relevant. Using Zund's recommendations:
The beauty of this is that his recommendations also maximizes the cutting equipment to continue business for his consumers. His value to customers escalated from just the sale and maintenance of customers’ cutting machines, to becoming their consultants for being agile in times of crisis. He’s taking care of customers and maintaining relationships which will last long after the lockdown so that their stakeholders put their trust in them.