Mainebiz

V O L . X X V I N O. X I I I J U N E 1 5 , 2 0 2 0 16 E N E R G Y / E N V I RO N M E N T F O C U S "We moved our entire customer ser- vice department home over a weekend, like many businesses," he says. Many employees didn't have the digi- tal infrastructure needed at home. Some didn't have reliable internet service. "One thing we learned is that we need to start thinking about that on the front end, as opposed to, 'Let's adapt our system to the home,'" he says. "What if we built an IT system to support remote employees no matter where they are, and let them choose where they work?" at resilience would translate to other emergencies, such as storms. "ey become less powerful in disrupting our business," he says. "If we focus on these things, we learn about resilience." Heating oil Michael McCormack agrees. He's vice president of energy-growth and innovation leader at Downeast Energy, a Brunswick-based heating oil and pro- pane delivery business. He's also chair- man of the Maine Energy Marketers Association. "Right off the bat, we knew that as the world started to change, the industry had to up its game to make sure we continue to service customers," says McCormack. e decline in demand has been especially apparent with tourism-related businesses. From the operational standpoint, Downeast intensified practices already in place — the use of personal protec- tive equipment and implementation of online customer service. "We were PPE disciples before COVID," McCormack says. "Now — even more, as we go about our business to ensure our employees and customers remain safe." For example, drivers are trained in safety practices for deliveries. ey carry face shields in case of a spill. "When COVID came along, it was easier for us to translate that: 'Now you'll have hand sanitizer, you'll have masks and gloves,'" he says. "Our employees were accustomed to that. at helped us get through." Downeast's online customer service presence is seeing a new demographic. "ere's a paradigm shift happening: People are home and they're saying, 'I've got to learn to use this technology,'" he says. "I see that as being long-term." Many employees were new to work- ing from home. McCormack maintains a culture of support. "One thing we do, and I require from my leadership team, is reach out to all of our employees daily: 'How are » C O N T I N U E D F RO M PA G E 1 3 Financing a Brighter Future for Maine Building an Economy that Works for Everyone From solar farms to sustainable fisheries & agriculture, we're making sure that Maine's best is here for generations to come 207.504.5900 www.ceimaine.org Helping nonprofits adapt, connect + lead We're here for people with purpose NonprofitMaine.org Michael McCormack Michael McCormack, vice president , vice president of energy-growth and innovation leader of energy-growth and innovation leader at at Downeast Energy Downeast Energy, and chairman , and chairman of the of the Maine Energy Marketers Maine Energy Marketers Association Association, has seen a decline in , has seen a decline in demand for heating oil primarily from demand for heating oil primarily from tourism-related businesses. tourism-related businesses. P H O T O / T I M G R E E N WAY We knew that as the world started to change, the industry had to up its game. — Michael McCormack

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