How digitalisation helped an SMB grow during the pandemic

Whilst the COVID-19 pandemic led to many SMB closures, others managed to digitise business functions and change the way they operate. One such company is training provider Absolute Kinetics Consultancy, who managed to grow revenue by implementing digital solutions.

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How digitalisation helped an SMB grow during the pandemic

Key takeaways

  • For businesses that rely on face-to-face interactions, video conferencing tools have allowed them to keep connected and offer new services.
  • Taking advantage of the Productivity Solutions Grant to purchase the laptop bundles for the staff, and ensure business continuity.
  • Digital telephony systems allow employees to easily connect through their devices anywhere and anytime.
  • HR digital software increases employee engagement when they are working remotely.

How digitalisation helped a local SMB grow during the pandemic

24 September 2020 | SMB, Digitalisation, Software-as-a-Service, Voice and Collaboration | 7 min read

For businesses that rely on face-to-face modes of client interaction, the lockdown effects of the pandemic have been especially hard-hitting.

This was the case for Absolute Kinetics Consultancy (AKC), an accredited Workplace Safety & Health (WSH) training provider. The firm provides a range of WSH courses approved by the Ministry of Manpower and SkillsFuture Singapore, with clientele from various industries like construction, manufacturing, shipping, oil & gas and recruitment.

Due to the physical nature of its operations, the Circuit Breaker adversely affected the bulk of AKC’s business. With social distancing laws in place, its classes and practical trainings were cancelled or not allowed to run at all.

“Although the company did utilise several digital processes, like software to run operations and customer service, certain work tasks like cheque processing were still done manually,” says Mr Alvin Yap, AKC’s HR Director and Corporate Communications Manager.

Technology to the rescue

To keep afloat, the company knew it couldn't stick to business as normal. AKC quickly began adopting new digital solutions for both staff and clients.

To sustain its client base, the firm switched to an online training mode for its various courses, leveraging on platforms such as Zoom and Microsoft Teams. Video recordings were made available for all courses, so trainees could learn the course material on their own time.

AKC trainers came up with new ideas to create engaging videos as well. These included team-solving activities and games, which were incorporated alongside training materials.

“We’ve found the online courses very successful, as many trainees who had difficulties attending physical classes can now participate,” says Alvin. “Online training opened up many opportunities for these trainees.”

He continues, “The online mode also allowed the company to tap onto a bigger pool of experienced trainers, as some had personal obligations or limitations to teaching in person. For example, stay-home mums or wheelchair-bound trainers.”

In terms of whether online courses have boosted sales, Alvin notes that it’s a little too early to predict profit margins.

“Nevertheless, our statistics have shown an increase in revenue with the new digital measures,” he says. “Most importantly, it has allowed business to continue one step at a time.”

Keeping staff connected

Being a company that values staff welfare, new digital solutions were also geared towards engaging employees. AKC adopted Zoom teleconferencing for all staff, to allow them to stay connected while working remotely.

To further support staff working from home, AKC took up the Productivity Solutions Grant laptop bundle with Singtel as well. Using business-grade laptops, staff could continue working efficiently and securely without bringing back their physical work desks.

Additionally, an E-payroll and E-HR portal was implemented. The portal includes support channels for staff to login and discuss work or personal matters with department heads and peers.

“Through the portal, staff have an avenue to express their concerns and difficulties, or make suggestions for improving the company,” says Alvin. “They also have access to employment -related matters like accessing payslips and applying for leave online, without having to come down to the office.”

The firm also boosted its internal communications through an upgraded telephony system. The technology allows staff to link the software to their personal digital devices, and make internet-enabled calls from wherever they are. The upgraded system also caters to persons with disability (PWD) and mature workers, as there is an integrated loud mode option for the impaired.

“With the upgrade, staff now have the option of receiving calls from another personnel communication tool that they can choose to bring along with them,” notes Alvin. “It also allows them to set a “no disturb” option after office hours to maintain work-life balance.”


Facing a digital future

Although digitisation has been fundamental in enabling AKC’s business continuity, Alvin acknowledges that video conferencing cannot entirely replace in-person communication.

“In-person communication provides social and personal cues which may be harder to pick up over video,” he explains.

He does foresee that video conferencing will continue to attract a high percentage of users. However, a longer period of use is needed to determine whether this option is viable in the long run.

Alvin also observes how digitisation may culminate in a loss of personal time and space, especially if employees stay engaged for the entire day. Consequently, this may lead to mounting stress for such workers.

Despite its limitations, digitisation has opened up new modes of communication with staff and clients. It has also enabled the company to reach out to people with difficulties attending physical lessons.

Moving forward, AKC hopes to continue exploring more tech solutions, with a focus on innovation and complimenting the current systems.

“The pandemic has given AKC a ‘runway’ to test new channels, formats and approach towards business,” reflects Alvin. “Though technology, companies can indeed maintain business continuity and engage in new forms of business dealings.”

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