How the Trucking Company TransLand Had Success Transitioning to Remote Work When COVID-19 Hit

Intro:

Welcome to the JMARK Business Innovation Technology Experience.

Interviewer:

Well, why don’t you first describe a little bit about the company. What you guys do and when you saw the need to move to a remote environment?

Greg Sutton:

Yeah. So my name is Greg Sutton. I am the Vice President of Finance with TransLand here in Strafford, Missouri. TransLand is a transportation company, primarily focused on over the road driving and trucking. We have 220 drivers and 53 office employees, that includes our shop that has around 13 technicians in it.

Interviewer:

Okay.

Greg Sutton:

We provide transportation services throughout the 48 United States and service a lot of consumer products, packaging, beverage companies throughout the United States.

Interviewer:

Okay, great. Well, you guys have definitely a necessary and essential business right now.

Greg Sutton:

For sure. Yeah, we have seen a definite high demand for services since some of these orders have come out and there’s been a rush on essential products at your local stores that have created a higher demand for our services to replenish those.

Interviewer:

So with everything that’s happened with COVID-19, when did you start seeing… I mean, was it after the order was made in Missouri or was it before you were seeing the signs like, “Okay, we need to move this and go remote.” And, how did that kind of go?

Greg Sutton:

Well, the executive team here kept a really close eye on it. I mean, even as early as February, when the rumblings were early coming here to the United States, we started looking at it pretty close. It was something that was not being taken lightly at the national level. And so, it kind of raised our eyebrows as to something that’s not likely to go away anytime soon.

Greg Sutton:

So really, there probably about the end of February, we started daily chats amongst the executive team to start talking about what we were hearing and started really digging into our business continuity and disaster recovery plans that had been put away in the shelves of business processes. But, it was pretty up to date, at least with the core portions of it. But, knowing that something like this had the capabilities of needing a lot more thought and effort put into it, to make sure that we were ready for whatever was going to come across.

Interviewer:

And, as you were preparing for this, what challenges were presenting themselves? What were you guys worried about?

Greg Sutton:

Well, we had a pretty good, at least from the technology perspective, a pretty good infrastructure set up. So a lot of the services and technologies that we use, we knew were pretty remote capable from… A lot of the leadership team didn’t use it frequently but had done remote work either while away on conferences or needing a day to get away from the office and spend a little bit of quiet time.

Greg Sutton:

We knew that the infrastructure was probably there to support it though we were very aware that it had not been something, at least inside of TransLand, that had been deployed at a level that we thought we may have to go to. So a lot of our team members were not set up at their home locations to support an extended period away from the office.

Greg Sutton:

So very early on, we started talking about what was needed, how were we going to accommodate that level of remote work and what tools did they need to have it at their fingertips, really, to be able to be successful from outside the office.

Interviewer:

Okay. And, did you have a gradual move or was it an okay everybody get out of here?

Greg Sutton:

Yeah. So like I said, we really started looking at this pretty closely there at the end of February. As we rolled into early March, we started making plans. So we were checking out remote tools, I mean, primarily laptops, a lot of the office employees traditionally had used a desktop computer. So we had some laptops that were able to be deployed. So we started getting those set up, ready for them to take.

Greg Sutton:

And then, started doing trials, almost immediately, as those became available, sending them home with the team member and then having them evaluate. Can I get connected? Did the tools that I have connect and work and I have access to them? And then, we did day trials there through early March of, “Okay, so now you have it, you tested it last night, it worked. This Thursday, go ahead and plan to work from home.” So by the time the order was more locally bound by the Green County Health Department, we were able to go ahead and move forward with a full deployment of remote work.

Interviewer:

Okay. What was the JMARK’s role in assisting with this?

Greg Sutton:

Yeah, so JMARK is our technology and support provider. So they had already set up the remote servers connectivity and we utilize remote desktop for some of our Legacy backend applications that are operational tools. So that was already stood up, thanks to JMARK.

Greg Sutton:

And then, really On-Call, help desk support as we were deploying the laptops and getting the hardware up and running for those employees. So they helped provide user access, user login support for people who hadn’t had to really log in remote before. So we put a big strain, I think, on them for several days as we were trying to get these users with the right access and the right tools on those computers.

Interviewer:

Well, I applaud you in having the foresight and the plans in place to gradually move there instead of a lot of companies that Monday after the announcement it was just panic.

Greg Sutton:

Yeah.

Interviewer:

And, by doing that. That’s great that you had the opportunity to kind of slowly move into it and get everybody tested.

Greg Sutton:

Yeah, we know. I mean, our workforce, with the professional drivers, will always be essential to the nation’s response to anything. And so, anytime there’s an event, whether it be this pandemic, which we probably would not have thought of a couple of months ago. But, natural disasters, there’s always a need for trucking services.

Greg Sutton:

And then, amplify that with, as you heard, we’re 220 drivers to 50 office employees. Yeah, there’s a lot more out on the road, away from the office, that need our support 24 hours a day, seven days a week. And so, we don’t have the option of putting a day on hold and say, “Don’t call in customers, sorry.” That is not an option for us.

Greg Sutton:

So having a plan in place and being able to execute it, is something that is essential to our role as support to our drivers and the health and safety of our drivers. But also, to the nation to make sure that they’re prepared in these events.

Interviewer:

That’s great. When you made the transition over to fully remote, did you have… What were some of the concerns that various employees had, who maybe hadn’t done much remote work? [crosstalk 00:09:13] from those?

Greg Sutton:

Yeah, I mean, I think first was overcoming the technical hurdles. We lived and worked in an office environment here. It’s an open environment. Professional drivers are coming in and out and able to talk to their fleet manager, being able to talk to a customer service representative, checking their payroll with the payroll clerk right in front of them. Right?

Greg Sutton:

So that hurts a little bit for us, it’s very family. We take those drivers and their needs at a very high level. And so, how can I make sure I provide that same level of service through our mode environment? I don’t know that we have a great answer for that yet but that’s first and foremost, is making sure that they’re taken care of that they still feel valued and getting a level of support they need. So that’s something that’s always going to weigh heavy on all of our employees.

Greg Sutton:

The second is because of that open work environment, the way we communicated was a little bit different. It’s a very I can go talk to somebody and resolve this issue or I can talk to my teammate across the desk or across the aisle to resolve these issues very quickly. And so, I think overcoming the hurdles of just because I’m not at the office and I’m not right next to him, I can still get the type of responses that I need in order to make this machine run.

Greg Sutton:

And so, that’s really been, I think, we’re already seeing that kind of fall off and people are seeing that when you send a team’s message, we answer that very quickly. When you call your 8×8 phone extension, we answer it. So the ways we’re communicating have had to adapt to the new situation but our responsiveness doesn’t necessarily have to.

Interviewer:

What are some of the tools that have helped you to maintain that collaboration and teamwork?

Greg Sutton:

Yeah. So we mentioned just a couple of them, we use Microsoft Teams as our primary chat and information sharing tool. So we have channels set up for departments for different use cases where we can share and collaborate through that way. And then, we use the chat version for instant messaging and have really relegated all of our team stand ups and meetings to video chats and calls through Microsoft Teams.

Greg Sutton:

We have 8×8 phone system that provides us with outside line connectivity and then essentially a stake in for all of our users, their traditional desk phone and turned it into a desktop application they can run on their computer or a mobile application that they run on their phones. So they have access to those traditional communication methods. We use the remote desktop services hosted by JMARK for our operational system.

Interviewer:

Okay.

Greg Sutton:

So usually have that up in a remote desktop version and then Microsoft Outlook, which is our outbound communication, primarily to our customers. And so, we use all of those really in unison. And, I think that’s a challenge coming from we’ve tried to roll out some of these new features like Microsoft Teams, not overly recently.

Greg Sutton:

This isn’t something that’s came as a result of the COVID-19 but was still pretty new to everyone. So making sure that what channels do I use and when? What methods of communications should I use and when, is something that isn’t perfected but we’re still seeing good response times come across. So I think people are becoming more comfortable with that.

Interviewer:

Yeah. We saw in the chat application at JMARK, we saw an increase of about 3,000 chats per day when we went remote.

Greg Sutton:

Yeah.

Interviewer:

It’s kind of like, “Whoa!”

Greg Sutton:

Yeah.

Interviewer:

What would you say to the leader or manager that is in this new situation of having to now make this collaboration work and make sure that their team is okay and the individuals from a personal level are okay? And, it’s a little different dynamic when you’re not, like you said, across the aisle.

Greg Sutton:

Yes. So I’ve really got to applaud our Vice President of HR, Laura Gates, on putting together some great plans for all of us to use. And, I think first is we really provide regular check ins with everyone. So all of our team members are checking in for my team, it’s about 8:15 and 3:30 in the afternoon.

Greg Sutton:

So we’re just reaching out and making sure everything’s going all right. If there’s any statistics related to their job functions that we monitor, they may be providing results on those at those times. And so, we try to use… I try to use video whenever possible so that way we can put a face with a name and the voice with my face and the expression because that makes it a little bit more personal. And, I like seeing people and I like being engaged in those conversations, as well. So we’ve been been doing that.

Greg Sutton:

Our Vice President of HR has personally reached out to a lot of individuals and it can be a mentally challenging time on top of changing a work environment. You have kids that are at home, probably now, that historically, even in a remote work environment where it’s school for most of the day. And then, you have the pressure of the news that is constantly inundating you through various channels, that it’s kind of bombarding you with the perceived facts of what’s going on out there.

Greg Sutton:

So she’s checking in on different levels than just day to day work. And so those of all, I think in combination, have turned in to good results as possible, as quick as we had to deploy it. But, I think recommending that regular schedule, keeping the connections high, keeping connections from different people inside the organization, just to back check and maybe get some different feedback on different items, it will pay dividends to making sure you have success.

Interviewer:

Great. What are… Obviously, you’re involved with getting all the supplies out there but is there anything that you would want to share with the community of how you’re really helping the community to get over this crisis?

Greg Sutton:

Yeah, well I think this is something, to me, it’s raised a lot of awareness on how the supply chain works. It is solid, there’s a lot of partners out there that are working together to make sure that the things that you need on a daily basis are provided in an effective and timely manner to fill the places you want to buy it.

Greg Sutton:

So while you may go to the grocery store one day and the toilet paper aisle is empty. There’s 70% of the goods transported in the United States are transported on trucks. And, there’s a lot of us here that feel the same way about answering the call to the nation to supply those items, fill those warehouses and keep those shelves full. That it’s going to take a pretty big hit to make an impact on that.

Greg Sutton:

And so, those items are being produced. Our customers are out there producing these as fast as possible. We’re getting them in a truck and we’re delivering them to your locations. So there’s been a higher calling for our drivers to come out and supply these goods that are essential to our everyday lives. And so, on the flip side, we’ve seen that race to the forefront. So drivers are doing this 365 days a year, 24 hours a day, there’s a driver out there making a delivery somewhere and now people are realizing that’s the way the supply chain works and we’ve got your back.

Interviewer:

True. Awesome. How have the drivers and everybody, as they’re going out all over the place, have they come back with any examples of good things they’ve seen in the communities that they’re delivering stuff to, with ways communities are kind of pulling together?

Greg Sutton:

Our drivers are coming back and reporting, again, that raised awareness of how essential their jobs are. I mean, one of the… Something that happened last week was, one of our drivers got pulled into a weigh station, which historically not something that a driver looks forward to, they’re going to get scaled, they’re going to get that DOT. For TransLand, that’s usually our equipment’s in tip top shape, so that’s usually not an issue.

Greg Sutton:

But, instead of getting scaled and getting that overview, he was greeted with a lunch from the Lieutenant Governor of Iowa. So it’s neat to see the governments, the businesses, local communities, really responding to this need and really providing resources. I mean, right now with the way it can be difficult at a store to get it, even when you live at your home.

Greg Sutton:

So we can drive by Dollar General every night and check to see if they have what you’re looking for. Know a professional drivers out on the road and so they’re driving a 53 foot truck and trailer and answering those calls. And so, those can be challenging. So partners like Pilots and Flying J’s and the truck stops are making sure they stay open, making sure they have choices for food and drinks and some of those items that are important to them. And then, even truckers helping truckers. There’s drivers out there that are helping each other out, whether it’s with goods and stuff that they have in stock that maybe others don’t. They’re trying to find ways to help each other out.

Interviewer:

That’s wonderful. How has the office staff… I mean, I know you said you’ve always been kind of 24 hours but with this increased demand and increased expectation, how has the office staff kept up with it and stress and workload and how has that happened?

Greg Sutton:

I think that they’ve done a fantastic job. Again, everyone’s beating to the same drum here. We want drivers to be safe and healthy, we want these goods delivered damage free and safe to our customers and for our customers. So they’re answering that call.

Greg Sutton:

The tools that they’re having to use to communicate are all familiar with them, familiar with what they do. I think trucking can be stressful at times, and this is no exception. So they’re answering that call, helping everyone out to get those things done.

Interviewer:

Well, are there any last words or advice that you would recommend to give to anybody else that’s struggling through the situation of the transitioning to a remote environment?

Greg Sutton:

I think for us, this is going to be really kind of a pivotal moment in the way that we just do work in general. I would expect this to become more of a regular occurrence. So even post COVID-19, that we have more people potentially working remote at one time. So I think we’re going to be… I think we were in a good spot to begin with, I think it’s only going to get better as we move forward and providing the tools and resources just out of the box and not having to be maybe a little bit reactionary. We’ll be more in the forefront with how we do this.

Greg Sutton:

And, concerns about productivity or ways to communicate or changes in communication patterns. We have great people that work here and those could be fears in the back of your head but none of our data shows that’s the case. And so, we’re excited about the way that we’ve changed the organization, just in a very short amount of time, with the way we communicate, the way we deploy tools and the way that we’re going to work in the future, to make sure that we’re answering those calls.

Interviewer:

Wonderful. Well, I appreciate you taking the time to talk to me today. I applaud everything that you guys are doing. You’re really the heroes out there and I appreciate all the hard work of the truckers and all your office staff are doing to get supplies into the hands of everybody out there. There’s such a need and your service is so vital, so it makes me proud to be able to work for a company that can help enable you in some little way with the technology to make that happen. Keep up the great work and as always let us know how we can help.

Greg Sutton:

Well, we appreciate the support as well and look forward to continuing to deliver excellence.

Interviewer:

Great. Take care.

Greg Sutton:

Yep. Bye.

Interviewer:

Bye.

Outro:

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Outro:

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