On the 23rd of August, Evergreen Shipping Agency has reported unprecedented employee engagement since its move to remote work, enabled by Avaya technology. The company’s roll-out of the Avaya Cloud Office by RingCentral communications and collaboration platform has led to record levels of customer service availability as the shipping industry navigates supply chain disruption and port congestion. Evergreen Shipping Agency is a local container carrier that operates ships and twenty-foot equivalent units (TEUs) worldwide. When remote work was mandated in 2021, Evergreen sought to transform the way its emloyees engage with work through a reimagined collaboration system - a move Sam Read, Junior Vice President for Evergreen Shipping Agency, said was spurred by a former platform’s limited capabilities.
“Our previous collaboration system was unstable and would often cut out during calls between customers and employees,” said Read. “We needed to ensure customers were getting a superior experience as 90 per cent of our staff transitioned to remote work. The smooth release of cargo depends on effective communication with our documentation and importation departments – as well as high levels of security and compliance on our part.”