editorial

05 editorial

Juan José Colás

Head of Global Sales & Marketing

Close to our clients, always.

When we write the history of this decade, 2020 will be remembered as the year that marked a turning point, imposing important changes on our lives and on our jobs. Rapidly understanding these new requirements, adapting to the circumstances, and creating opportunities is fundamental for overcoming moments of uncertainty like this one. This is something we are highly aware of at Lantek. No company can be entirely sure of the exact destination that these changes will lead us, however, we all know that we must be close to our clients. Now more than ever, clients are seeking confidence and solutions. Only by being close and becoming an extension of their team can we succeed. No two clients are alike, they don’t all set off from the same starting point, and that’s why it’s important to carefully analyze the new normal, the conditions it implies, and not allow the current situation to prevent us from moving forward. Sharing challenges and being ready for the future has always been our commitment to clients by equipping them with the best technology, providing solutions that lead to real answers, and accompanying them in their journey towards a seamless digital transformation. We will continue to do our bit to help them achieve success in which, by allusion, we also share.

The future begins here!

06 main topic

Reinventing client proximity in times of Covid-19

Rodrigo Argandoña, Lantek CCO

COVID-19 has evidently marked a before and after in many areas, from healthcare to social worlds, including that of business, forcing companies to change the way in which we work, both with our team and with our clients, the most important aspect of any business

Starting point In December 2019, we were aware of COVID-19, but nobody expected it to affect the world quite the way that it has. The pandemic brought with it unexpected and fast-moving variables that forced us to review and adapt processes, as well as make decisions on the fly. In the first few weeks after lock-down we were at the mercy of improvisation in many sectors. Everything seemed new. So, how do we draw up a valid strategy for a multinational company like Lantek which also needs to consider the unique needs of each market in which it operates? How do we approach our clients without putting the health of individuals at risk? How do we maintain active listening and productivity in these periods of practical standstill caused by lock-down? Fortunately, the successful strategy of our colleagues in Asia, especially those in China, was a valuable contribution to begin preparing a contingency plan that was launched in February, foreseeing the events that were to come. We adopted good practices from them, such as the implementation of detailed online training courses for both basic and advanced users. In South Korea, a country not so drastically impacted by the pandemic, the Lantek team managed to continue working in the same way as before the outbreak: on-site work at the office, visits to clients and on-site technical support at installations, training, etc. Everything just as before but with increased safety and hygiene measures.

In Europe, also at the client’s side While Lantek adapted and responded to the events quickly, the health and safety of our employees and clients was always our main priority. With these aspects covered, the next step was to design a contingency and business continuity plan.

In the first few weeks after lock-down we were at the mercy of improvisation in many sectors. Everything seemed new

Lantek implemented other best practices to reinvent the concept of client proximity

We would be mistaken if we said that this transition towards a new way of doing business was straightforward, however, Lantek’s operating model adapted to this ever-changing environment with a high level of resiliency and efficiency. Lantek implemented other best practices to reinvent the concept of “client proximity.” No two situations are alike, so we’ll examine a few of them below: The United Kingdom: with a good track record and ample experience in carrying out remote installations, the lock-down didn’t disrupt our work and the team adapted quickly and smoothly to the situation. In fact, as the Lantek UK team explains, “Since lock-down began, around 90 remote installations and updates have been successfully completed for our clients.” Proximity was also reinforced with webinar sessions for clients, old and new, with the aim of allowing them to gain maximum benefit from the situation in which we all found ourselves, as soon as possible. Despite the urgency to adapt, Lantek was able to meet its clients’ requirements, even guiding them in the configuration of different remote access systems to help them continue with their work.

Spain: an intense cycle of webinars for clients was initiated, an action that was very well received. As for support activities, these were provided with the same working hours and intensity, combining office work with teleworking, while remote installations increased slightly. We must also highlight that, for the very first time, we performed a remote update of a complex installation of solutions.

And COVID-19 crossed the Atlantic When the virus spread, the Lantek branches in America continued their actions of supporting customers and installing new clients remotely as they did before the pandemic. With support from the central office, we were able to continue being “at the client’s side” through various connectivity platforms. Faced with this situation and the conditions imposed by the “new normal,” once again, Lantek is providing clients with solutions the best way we know how: adapting so that work never stops and production increases.