While the sudden onset of lockdown and the need for remote work was a shock to everyone, SMS was able to navigate it quickly – because it already had much of the capacity to jump right in and get going. Technology was part of the company's offerings already, and as the country started to shut down it was able to answer the call of customer demand quickly.
"Prior to COVID we did online training and remote support - we had the infrastructure in place to support it. What we didn't realize is how much the demand would increase," Cowick said. "We were able to adapt quickly and with limited confusion or stress for both the customer and our organization."