Article Employee Experience: The Data-Driven Path to Proactive Support and Positive ROI

Why outdated device management can’t help you meet your goals.

Imagine you’re driving to work. Suddenly, your vehicle shudders and lags. Maybe the dashboard starts blinking. You’re in a hurry, so you let the issue go for now. But, like most problems, it doesn’t go away on its own and worsens over time.

By the time you get into a shop for repairs, you’ve lost time, spent more money, and had a frustrating experience overall. This is your workforce experience without proactive IT support in place.

According to Deloitte, 34% of workers aren’t satisfied with their workforce experience. Yet employee experience is crucial for a productive workplace. Like a reliable car, seamless and well-supported tech helps end users go further, faster.

And it’s better for business. Over 80% said enhancing the work experience would improve their productivity, and it’s been found that satisfied workers are approximately twice as productive. It boosts engagement, too — 64% of engaged employees said that they’d feel even more engaged with access to the right workplace technology.

But how do you know if employees have the right technology and reliable support? Can you tell if end users are getting what they need from their devices?

Like a harried commuter in an unreliable car, employees are likely focused on trying to achieve daily tasks rather than documenting IT challenges. Which means performance is probably lagging, without any clear data as to why.

Why employee experience is so difficult

Understanding your end-user IT environment and empowering seamless employee experiences is a monumental task, especially given the host of challenges businesses are currently facing. The hybrid work environment, especially, poses several unique roadblocks on the path to productivity.

1. Gaining visibility

Organizations lack clear visibility into technology adoption across a distributed workforce. Knowing which teams and users are leveraging which devices and solutions, and where, is critical for effective support and seamless user experiences, but it can be a challenge to have that data readily available. Without it, the workforce faces gaps in IT support: slow response times, unresolved issues, and pressure on internal teams.

Creating a device ecosystem defined by visibility and enriched with self-service capabilities lets you enable modern management processes that reduce manual burden and drive improved SLAs.

2. Resolving disruptions

IT disruptions like lagging software, unexpected failure, and system upgrades negatively impact user productivity and workflows. Device refresh schedules can be difficult to manage. In addition, with a dispersed workforce, it can be tough for IT to dispatch support or provide remote resolution quickly and effectively. Reliance on legacy device management creates poor user experiences — delayed device replacement, troubleshooting, etc.

Employees want choice, and legacy device management doesn’t support choice. Investing in a modern management solution lets you meet both the needs of end users and your IT teams quickly and easily.

3. Driving ROI

Legacy device management makes it impossible to respond to device concerns proactively and gain insights on how technology is impacting employees. A reactive support system will always be a step behind and cost more in the long run. Organizations need the ability to shift from reactive to proactive support and shift left in the device lifecycle to drive stronger ROI with pre-emptive strategy.

To overcome this, you need a modern device management platform with the ability to uncover concerns before they slow productivity and deliver personalized, seamless experiences that boost employee experiences, as well as TCO and ROI.

How to stay competitive? Keep up with change.

Staying competitive is the ultimate catalyst for change. And, today, that change looks like continuing to enable remote and hybrid work experiences and adopting AI devices. Gallup shows that, in the U.S., 51% of employees with remote-capable jobs work in a hybrid arrangement, and even more (60%) want hybrid work. At the same time, AI device use is skyrocketing — 87% of global businesses transitioned or plan to transition to AI PCs.

Drive stronger device value with elevated support.

As a trusted device services partner, Insight has several solutions to help you do more with your devices and drive stronger ROI. Managed Digital Employee Experience (DEX) provides data-driven improvement for employee experience to help give your teams the tools to improve productivity.

Managing your workforce technology ecosystem doesn’t have to cost you incredible amounts of time and energy, though. Solutions like Managed DEX services from Insight let you easily shift the focus of end-user support from reactive to proactive.

How Managed DEX works

Insight’s Managed DEX acquires and correlates device-centric performance data and combines it with application, network performance, and user sentiment to present a 360-degree view of the end-user compute landscape within an organization.

With near real-time analytics and metrics, DEX lets you shift left on end-user device management. It lets you enable automatic remediation, automation, and custom notifications and triggers, to give you the visibility and responsiveness to maintain streamlined device experiences.

Success story: See how Insight Device as a Service helped a global sustainability conglomerate improve user experiences across 89,000 devices.

How to get positive ROI on device investments

Insight Managed DEX lets you realize stronger workforce device ROI by enabling continuous improvement across three key areas:

1. Service management

Realize IT stability by:

• Assessing system and application performance in real time
• Reducing ticket counts and the reactive IT workload
• Improving ticket handling efficiency
• Reducing IT remote site travel
• Eliminating technology disruptions

2. Transformation

Move to a proactive model by:

• Identifying employee experience issues before they are IT problems
• Using Machine Learning (ML) to rapidly diagnose the root cause for all affected users
• Focusing on system performance before tickets are opened
• Using AI to automate the remediation across all devices

3. Asset management

Take control of your devices by:

• Applying intelligent hardware refreshes based on performance
• Conducting a comparative analysis to replace unhealthy devices
• Implementing persona-based hardware right-sizing
• Tracking unused and underutilized software usage

Using DEX software allows the modern IT team to adopt a best-practice, data-driven, proactive approach to IT operations. With Managed DEX, you easily enable quantifiable digital experience scores, AI- and ML-automated remediation, and reduced support tickets — all resulting in lower costs and higher satisfaction.

Bottom line: Employee experience is worth it.

The decision to embrace solutions like Managed DEX isn’t just a decision to benefit your end users. It’s a high-ROI investment in better productivity, more employee engagement, higher returns on your device fleet, faster resolution of costly concerns, and a data-driven foundation that lets you continuously optimize your workforce IT operations.

Insight has been a leading Solutions Integrator for more than 35 years, and we have deep partnerships with the world’s most trusted OEMs. Partnering with Insight for modern workforce solutions gives you access to a broad portfolio of solutions and deep bench of technical support to help you save time, money, and resources.

Talk to an Insight specialist to learn more about our Managed DEX offering and other device lifecycle solutions.

Do more with your devices. Explore our full range of device lifecycle services to reduce complexity and cost, drive modernization, and secure your workforce.