A Hybrid Approach
About 30 minutes north of Milwaukee sits West Bend Mutual Insurance, a reputable insurance company catering to home, auto, and business owners. West Bend has a rich history spanning over 125 years where they have been committed to providing excellent coverage and services. Murali Natarajan, the CIO of West Bend highlighted that prior to the pandemic, remote work was not a common practice. Employees were expected to carry out their work from the company’s impressive office space which includes various amenities including an onsite café, a bar, sports simulator, a gym and is nestled within a serene nature preserve. The campus was thoughtfully designed with employees in mind.
As the pandemic took hold in March 2020, West Bend’s bustling office transformed from a hive of activity to an empty space. Just as countless other companies did, West Bend quickly transitioned to a remote work setup. However, Murali did not think of the productivity being harmed much by the transition. “People were held captive and had no other choice but to work,” he explained.
After two months of being fully remote, the leadership team gradually returned to being onsite. The 3/2 model (three days offsite, two days onsite) was not fully enforced to all employees until May 2022.
With the last few years in mind, onsite work expectations at West Bend have been only moderately affected. About 15% of the West Bend workforce is fully remote, with the other 85% embracing the 3/2 hybrid model. Though employees are expected to be physically present onsite a few days per week, there is flexibility as to when.
“People do not mind coming into work, as long as there is flexibility. Employees are working directly with their supervisors on what works best for them and their teams.”
Murali holds the belief that IT work is not merely a commodity. While he acknowledges that remote work is feasible for IT, he emphasizes the significance of human connections. The casual conversations in passing and over lunch are the elements that are missed with remote work.
“When you’re fully remote, you have to make a conscious effort for a purpose driven phone call vs. on prem when you run into people.”
West Bend has found success with its new 3/2 model. Managers are trusted with the responsibility of determining their weekly onsite schedule. For those who continue to have concerns or reservations, West Bend encourages open communication between associates, managers and HR to create a plan that all can accommodate. There is a strong emphasis on the well-being of West Bend associates and once trust is established, West Bend offers increased flexibility and support.
The pandemic served as a catalyst for West Bend to develop a greater level of trust in its IT employees, enabling them to partially work from home. As the insurance industry is booming, maintaining high productivity has become crucial. This transformative period during the pandemic led West Bend to cultivate a new culture that emphasizes flexibility and encourages collaboration among teams.