Four lessons learned in a year of continuous transformation

There is something about the transition from one year into the next that never fails to make me pause. I usually take time during the end of year break to reflect on the year that was and crystalise some plans for the upcoming twelve months – and this year will be no different.

2020 has been turbulent for all the obvious reasons, but that has also made it an amazing year for discovery. I have learned so much about our people and our organisational capability over the last twelve months – things that would have probably gone unnoticed if 2020 went without a hitch.

Thinking back now, January 2020 seems like such a long time ago and a lot has happened in the interim. Australia was on the world stage for all the wrong reasons, with bushfires burning across the country and the smoke haze stretching to South America. It was obviously a relief when the rain arrived in February…until it caused widespread flooding across Queensland and New South Wales. By the time the pandemic was felt in earnest during March, Australians had become adept at dealing with a crisis. Disruption was well and truly the new norm.

So, what did a year of turmoil and continuous transformation teach us at TechnologyOne? Quite a few things, as it happens.

1.      We are up to the task…no matter what it is. We learned all parts of our business could deliver – even through the complete disruption that a shift to working from home delivered. I think that’s because our organisation has evolution embedded in our DNA.

At TechnologyOne, what was good enough last month might not cut it in the next because we continually look for ways to improve – all day, every day. While the pandemic really forced that from an incremental progression to a far more rapid change, it turned out no challenge was too hard for the TechnologyOne team. Everyone from the leadership team down continued to adapt and show incredible agility in an ever-changing landscape, coming up with new ideas and alternate ways of doing things ensure every part of the business functioned as expected, regardless of location. We wanted a seamless experience for our customers…and we delivered.

2.      What we do for our customers is really important…and this year, more than ever. Our move to Software as a Service (SaaS) made transitioning to a work from home model infinitely easier for our customers when the pandemic hit. How do I know that? Because I’ve read the countless emails, thank yous and social posts they wrote to let us know. If there’s truth to the old adage ‘there’s no better salesperson for your company than a satisfied customer’ then the TechnologyOne sales team grew significantly throughout this year.

Sure, it was great validation of our earlier business decision to move away from an on-premise model, but witnessing the benefits our customers reaped in real-time – through a period of complete chaos – was incredibly rewarding and not something we would generally see happen on such a large scale.

3.      Continuity and catch ups are important. As a business leader, I favour a collaborative approach over an autocratic one. I walk the floors every day, people know I’m approachable and that I’m always open to having a chat. In normal times, that means when we bump into each other in the halls, meet up on the coffee queue or catch up at our weekly Friday drinks – discussion on the fly is a great mechanism for connection. It keeps everyone in the loop and serves to create really valuable bonds in a working environment.

Not in 2020 of course…chance meetings in the corridors and catch ups in the kitchen don’t happen when we’re spread far and wide while working from home, and I think both the business and we as individuals are poorer for it. At TechnologyOne we overcame the issue by developing new ways to replicate that connection at a time when physical distance was imposed. We brought the team together for virtual events – work-related and social – ensuring we maintained links and kept the lines of communication open to all.

4.      People really do shine in the face of adversity...and change. It wasn’t only about our work, either. Throughout 2020 our people rose to the occasion time and time again, pulling together to do whatever needed to be done throughout fire, flood and pandemic, donating their time and effort to assist those in our community who were in real need of help. It was inspiring to see such commitment, especially when every member of the team faced their own set of challenges in what was a very unique year.

I wouldn’t go so far as to say I’d love to do it all again but, in a glass half full kind of way, 2020 has actually been a year of growth for myself and the team at TechnologyOne. We’ve all somehow managed to shine through the gloomiest of times, despite the continued uncertainty we faced. While we’ll never know what the future holds – other than new challenges and opportunities – at least I know our team can rise to the occasion, no matter what 2021 brings.