Remote team collaboration: How nClouds solved a critical customer issue

Late last week I witnessed something that isn’t for the faint of heart. It’s something difficult for any team to do, especially in a remote-first organization. Last week saw a team come together to solve an incredibly difficult technical issue that was critically affecting a key customer. The nClouds engineering and customer engagement pod, together with the leadership team not only dove in head first into the belly of the beast, but slayed the monster inside a customer environment that was causing a significant issue for this customer. The team had to pull in team members from outside the pod, from across the organization to get it solved. Team members were happy to lend their expertise and roll up their sleeves. This went all night and into the next morning before it was resolved. I’m grateful for team members who step up and jump in where needed. We’re serious when we tell our customers we’ve got their backs. But we can only do that if we’ve got each others backs. Thanks team! Here’s the message I received after the situation was resolved: “Sorry for the late message. It’s been a tough long week but I wanted to thank you and your team for the work to get our customer up and running. Ryan and Kelly and their teams were amazing and did what was required to take care of our customer. Thanks again for the teamwork and dedication to customer success!” Remote teams also need to get together in person to deepen relationships of trust. The majority of the team who resolved the customer issue are here.