Positive Change During COVID-19 Pandemic

Facing unprecedented situations, Brandt implemented business continuity plans and precautionary measures to minimize disruption to our clients and maximize our efforts to keep our team members and clients safe during the COVID-19 pandemic.


  • Business Continuity: Leadership Team is in regular contact with each other and observing local, state, and federal updates in order to monitor the situation and ensure that we are deploying best practices.
  • Travel: Paused all non-essential business travel for our team members. Utilized virtual technology to connect with partners and team members to avoid any disruption or delay.
  • Workplace Hygiene: Offices receive an increased level of workplace cleaning. We are actively communicating our guidelines around general safety and hygiene to our employees and partners.
  • Remote Support: Ensuring the quality and security of our services, we implemented remote support for all employees, including Call Center agents.
  • Agency Support: Coordinated state agency leadership conference call to allow our state partners to collaboratively and candidly discuss their situations, as well as created a private online forum to share resources.
  • Marketing Support: Monitored daily digital advertising activity, adjusted messaging relevancy, and implemented new tactics to continue to evolve with the changing times.


  • Take Care of Customers First
  • Take Care of Each Other
  • Do the Right Thing

The Remote Transition

We pride ourselves on our in-house Call Center team members who are within a short walk of the full development and leadership team. Our direct oversight and collaborative training procedures have allowed us to provide superior customer service and support. Although increased workplace cleaning and workplace safety and hygiene measures were in place, we felt the need to transition our Call Center team members to remote support during this time. Once the decision was made, our team transitioned to working from home within a few short days. It was no small task for our crew. Not only was the transition smooth, we increased customer call satisfaction:


Our IT team proactively ordered equipment that has since become unavailable for several months due to increased demand. We met with our PCI (Payment Card Industry) auditors very early in the process to ensure security compliance for our remote employees.

To overcome the lack of in-person collaboration and supervision as a result of the remote transition, we leveraged tools for digital monitoring and individual feedback for improvement. Group chats, video conferencing, and screensharing became even more critical for asking questions and sharing information.


Today, the only few team members reporting to Brandt offices are those who do not have suitable space / settings for working from home such as lack of space, internet or distractions. We also have several employees who have had to take a leave of absence. When this pandemic began impacting our operations, we were in the process of hiring and onboarding many call center agents. This was put on hold as we navigated our remote support transition and our hiring and on-boarding has now resumed to peak performance. This five-week pause meant a decrease in available agents to answer calls. We are currently hiring and remotely training a majority of our new team members and have already completed two rounds of training.


Refreshingly, the public customers were generally not concerned about COVID when they were calling into our Call Center. They understood that things were different, and they may need to change the way they obtained certain services, but they were still as excited to camp, hunt, fish, and boat at the majority of our partners facilities. This excitement continued to be the major undertone of the calls which contributed to our positive team mentality.

Daily messaging to the Call Center team was to “Serve and Sell”. If we have customers who call with a desire to use our partner’s facilities and make a reservation or purchase – our MAIN GOAL was to get them to that end.


There are several factors that increased call volume during COVID-19:

  • Increased call length time: Customers who previously made reservations in-park (walk-ins) or purchased licenses at physical locations were now forced to purchase online. Many calls were simply walking the customer through their first online reservation or purchase which takes longer than regular phone requests.
  • Increased responsibilities: To help offset the lack of agency in-office staff, we took on several additional services for our partners, including processing lifetime applications and commercial applications. These workflows also increased the average length of calls.
  • Increased call volume: Increased demand for campsites and the new online users who were calling to ensure reservations were intact (albeit they receive confirmation email or text SMS).
  • Drastic and unpredicted traffic spikes: Keeping us on our toes, the spikes in call volume traffic did not follow traditional trends. Weekly fluctuations ranged from being down 30% from expected volumes to being up 30% (1,400 calls in one week for the state of Georgia alone).

To mitigate the increased call volume, it was all hands-on deck. Anyone trained and able to answer calls pitched in, starting work early and staying late. Even though we did not always shine on our required Service Level Agreements, we maintained the focus on customer service and did a great job keeping those metrics satisfactory.


We believe the following key factors to be imperative in our success:

  • Be Proactive. Anticipate and plan early for potential technology, hardware, and personnel needs.
  • Be Honest. Communicate risks, concerns, and non-issues in order to focus on what truly needed to be addressed and what the alternatives were.
  • Trust Each Other. Proceed in unison regardless of differing opinions on best steps forward.
  • Find A Way.  We may not know everything or what is involved, but we solve together.
  • The Right People. The power is in our team members who have positive attitudes to tackle each challenge.


Our agency partners and the public has reached out to us privately and in very public ways to show their appreciation for us during this time. COVID-19 has and will continue to change our lives in many ways but for some of our team they embraced the stress and uncertainty to shine in their service to customers.

Here are a few recent public examples:

Hello Mr. Wise,
Just a quick note to let you know how much we appreciate the service my husband and I received today from Mrs. Gardner. I am not sure how (my husband is convinced I threw them away) but we lost our new registration/tags for our jet ski.  Husband rang your office today and spoke with Mrs. Gardner who was ever so gracious enough to send us a new set. He fessed up and told her he is sure we tossed the mail out (he thinks I did ???? ) and she was quick to say no problem, we will just mail you a new set without question. We truly appreciate her kind service and helping us secure the replacement tags. She was a joy and we just wanted to make sure she was recognized for same.Have a wonderful day! Take care…
Lynn Durham, Agent
Goochland County Farm Bureau


We all have an opportunity to learn from one another to hopefully become more efficient and adaptable for the next local or worldwide event which forces us to re-think and implement our services. Together, we can make the most of the toughest situations with partnership and teamwork.

34 replies
  1. cheap flights
    cheap flights says:

    Good post. I learn something totally new and challenging on blogs I stumbleupon every day.
    It will always be helpful to read articles from other writers and practice a
    little something from other sites.

  2. tinyurl.com
    tinyurl.com says:

    What i do not realize is in fact how you’re now not
    actually much more smartly-appreciated than you may be right now.
    You are so intelligent. You recognize therefore
    significantly relating to this matter, made me individually believe it from so many varied angles.
    Its like men and women don’t seem to be involved unless it is one thing to accomplish with Lady gaga!
    Your personal stuffs excellent. Always deal with it up!

  3. 720p
    720p says:

    In the audience tonight with friends and family: loved it! What a great little script full of gut wrenching emotions at times but then with some just brilliant one-liner responses that guaranteed audience engagement! Eydie Clerc Volny

  4. dublaj
    dublaj says:

    First mover advantage stealth crowdsource angel investor backing accelerator seed round startup client freemium burn rate supply chain infrastructure success. Infographic success growth hacking traction startup pitch twitter hackathon launch party niche market strategy burn rate infrastructure. Kesley Kirk Keligot

  5. hindi movie
    hindi movie says:

    Having read this I thought it was rather enlightening. I appreciate you taking the time and effort to put this information together. I once again find myself personally spending a significant amount of time both reading and leaving comments. But so what, it was still worthwhile! Suzi Ignace Lamrert

  6. 720p
    720p says:

    Hello there. I discovered your web site via Google at the same time as searching for a related matter, your site got here up. It seems to be great. I have bookmarked it in my google bookmarks to visit then. Sande Price Hanley

  7. erotik
    erotik says:

    Hi there. I found your site by way of Google even as searching for a comparable topic, your site got here up. It appears good. I have bookmarked it in my google bookmarks to come back then. Eulalie Adair Barkley

  8. indirmeden
    indirmeden says:

    Dolor sit amet, consectetur adipiscing elit. Phasellus feugiat elit vitae enim lacinia semper. Cras nulla lectus, porttitor vitae urna iaculis, Melisandre tincidunt lectus. Brienne nec tellus sit amet massa auctor imperdiet imp vitae diam. Terrie Laurent Dicky

  9. turkce
    turkce says:

    I love Mt Tremblant in the winter. I go almost every year. One time we snowshoes up the backside and skied down the alpine trails in cross country gear a friend had brought to the summit. Wild but memorable. Alma Markus Wildee

  10. turkce
    turkce says:

    I blog frequently and I really appreciate your content. Your article has truly peaked my interest. I am going to book mark your blog and keep checking for new details about once a week. I subscribed to your RSS feed too. Tobey Archaimbaud Guenzi

  11. sex videos
    sex videos says:

    My family members every time say that I am killing my time here at net, except I know I am getting knowledge all the time by reading thes nice posts.| Morgana Humbert Leventis

  12. erotik
    erotik says:

    Hello. This article was extremely fascinating, especially because I was looking for thoughts on this subject last Tuesday. Gloria Faulkner Maurice Bethanne Hillier Shugart

  13. erotik
    erotik says:

    Thank you for any other great article. The place else may just anyone get that kind of information in such an ideal way of writing? I have a presentation next week, and I am at the search for such information. Roslyn Arman Letta

  14. erotik
    erotik says:

    However, you can alwayscan stillcan invariablyshouldmight still choose machines that may increase your chancesyour odds of of winningbeing successful inback againattractingsuccessearningwonderfultaking. Louella Patricio Reinert

  15. cbd gummies
    cbd gummies says:

    I do trust all the ideas you have presented in your post.

    They’re very convincing and will definitely work. Nonetheless, the posts are too brief for newbies.
    Could you please prolong them a bit from subsequent time?

    Thank you for the post.

    My web page :: cbd gummies

  16. cbd anxiety gummies
    cbd anxiety gummies says:

    hi!,I like your writing so so much! proportion we keep in touch more approximately your article on AOL?
    I require an expert in this house to resolve my problem.
    Maybe that is you! Having a look forward to peer you.

  17. LFO XMC
    LFO XMC says:

    Excellent job right here. I genuinely enjoyed what you had to say. Keep heading because you definitely bring a new voice to this subject. Not many people would say what youve said and still make it interesting. Nicely, at least Im interested. Cant wait to see additional of this from you.


Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *