People-First Success Story
Uplift Manages a Multi-Shift Call Center’s Return to the Office
Uplift is a payment solutions company that gives people the freedom to book travel now and pay later through flexible installments.
Uplift was positioned to have a banner year in 2020 with the travel and tourism industry forecasted to grow four percent to $712 billion. However, that all changed when the COVID-19 pandemic hit during the first quarter of the year, halting travel and tourism worldwide. Uplift, like many other companies, was forced to transition its team members to remote work as shelter-in-place orders went into effect around the world.
Finding a system to safely return to the workplace
Traci Oberman, Uplift’s head of HR, approached the situation with measured optimism.
“It was more important than ever for Uplift to build on its strengths and make the most of this new environment,” she said. With a business model that relies heavily on a 24/7 customer support center, Uplift began focusing on ways to help team members stay productive while working in a distributed environment. “I’ve been with Uplift for three years and have seen the company through many changes, but there was so much unknown with COVID-19,” said Oberman. “We didn’t know when we’d be going back to work, or how to keep employees safe once they returned.”
With more than 110 employees distributed across 15 states in the U.S. and 30 people based in Canada, it was clear to Oberman and her team that they needed a simple, but comprehensive solution to track COVID-19 symptoms, manage access to offices, and comply with numerous legal requirements for employee safety.
“We’re a small company and we just don’t have the resources to properly stay on top of all the ever-evolving legislation for the various states where our employees live,” she said.
The RTW program has given us peace of mind, knowing that we’re doing all the correct things to make this time easier for our people, while also remaining compliant.
Prioritizing safety and compliance
Oberman considered manually managing employees’ return to the workplace, but with many locations and different regulatory obligations for each state including Canada, she knew that would not be a sustainable solution.
“As an HR leader, what really sold me on Sequoia’s Return to Work Center was the legal component and Sequoia’s partnership with Wilson Sonsini’s SixFifty program. It was not just for the U.S., but also Canada,” she explained. “When new legislation comes out, Sequoia quickly addresses the requirement and helps us create dynamic policies in the app. The program keeps us compliant with the ever-changing fluidity in the legal landscape.”
In November, Uplift began allowing some of its employees to return to their worksite with specific guidelines, and as of mid-November, 30 percent of its employees were using the Return to Work Center Reservation and Cohort systems to safely return to their worksite.
“Our people have told us how easy the Return to Work Center is to use,” commented Oberman.
Developing cohorts for multiple shifts
Uplift created three cohorts for employees based on their schedule. Cohort captains, which are Uplift’s call center managers, can review the status of self-screenings, prompt cohort members to complete the screening, and follow up with individual cohort members if necessary. Employees access the Return to Work Center through Sequoia’s PX mobile app, giving them the flexibility to get the information they need quickly and efficiently. With some call center employees back in the workplace, Uplift is better positioned to serve its customers and partners as the travel and tourism industry begins a comeback.
“The Return to Work Center has morphed just like our world has,” said Oberman. “I’ve seen big improvements to the app’s user interface and enhancements to match new legislation. The RTW program has given us peace of mind, knowing that we’re doing all the correct things to make this time easier for our people, while also remaining compliant.”
Meet the Client
Sr. Director, HR, Uplift
Sequoia supports Uplift’s mission by delivering the following key services and products:
Uplift relies on Sequoia to safely
manage their return to the office
Sequoia Return to Work Center
As COVID-19 levels rise and fall around the world, businesses are being forced to navigate a complex and rapidly-evolving situation. Putting the focus on the health of your people and your business, Sequoia’s solution ensures a safe transition back to the office, or wherever your workforce will be.
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