Do you have a serial offender in your company?
Imagine there is an invisible serial offender in your company whose repeated interference with employees trying to get work done usually goes unnoticed and uncorrected. However, this hidden culprit is not a person but a variety of common endpoint problems that annoy users, erode productivity, and increase IT workloads.
Short & sweet
- Many IT performance and reliability issues have common causes
- Detecting and resolving problems at an early stage saves time and effort
- Digital Employee Experience (DEX) tools help users and IT teams alike
Even worse, every support ticket that your IT team processes could be an indication of deeper, systemic problems. But what if there was a way to expose this serial offender at an early stage, determine its M.O. and keep it from causing problems? This is where Digital Employee Experience (DEX) solutions such as baramundi Argus Experience come into play. DEX solutions give IT admins the data and analytical tools needed to detect and fix both specific and recurring problems proactively so that end users can work without disruption.
The serial offender: more than just an isolated case
In a typical scenario, an employee submits a support ticket for a problem such as an application that hangs or an unstable network connection. From the user’s POV, it’s a problem limited to their device that they want resolved as quickly as possible. The IT administrator fixes it and closes the ticket. But what happens when more users report similar issues? In many cases, the serial offender continues undetected and causes disruptions that affect productivity throughout the company. A study by Forrester Research1 shows that IT teams spend 40% of their time solving problems that could be avoided if patterns were recognized earlier.
DEX solutions: The detectives in the IT universe
DEX solutions not only provide a comprehensive overview of installed endpoint devices and applications, but also continuously analyze system performance and user behavior. According to a
recent survey by Gartner2, the percentage of companies using DEX solutions is expected to rise from 30% to 60% by 2025. By using data captured by such solutions, IT admins can
detect and resolve problems before they cause major incidents.
The strength of DEX solutions such as Argus Experience lies in their ability to identify patterns. For example, they can determine whether a particular application regularly crashes on
multiple devices or whether problems are limited to specific versions, hardware configurations or network conditions. Issues that at first seem random or transient can be targeted and
resolved systematically before they become more frequent or widespread. Argus Experience users report that they have been able to reduce the time it takes to solve problems by up to
50%.
From individual problems to scalable solutions
Imagine you are an IT administrator in a medium-sized company. Over the course of a week, you receive a few support tickets related to seemingly random problems with a particular piece of software. Without a proper tool, it could take you days or even weeks to realize those problems are more widespread. With a DEX solution, however, you are immediately informed that the problems are not isolated incidents but a systemic problem affecting multiple devices. This insight allows you to target the root cause and implement a comprehensive solution for all affected users.
The benefits for IT admins and end users
DEX solutions offer significant benefits for IT administrators and end users alike. According to a study by IDC3, 65% of IT managers surveyed had significantly increased their
team’s productivity by using DEX solutions. For IT admins, that means a considerable reduction in repetitive tasks because they can identify, resolve and contain the impact of
problems proactively at an early stage instead of continuously having to react. The serial offender is thus convicted.
Another IDC study4 found that companies using DEX solutions reduced support ticket volumes up to 30%, while end users reported significantly higher satisfaction and
productivity. Thanks to the IT department's ability to respond quickly, end users can work without unnecessary interruptions. Trust in the IT department also grows
when problems are solved efficiently or even prevented from affecting users.
Conclusion: Track down and eliminate serial offenders
In an increasingly digitized working world, it is more important than ever that end users can work efficiently with their devices. DEX solutions such as baramundi Argus Experience offer powerful support by enabling IT admins to identify and solve both specific and recurring problems. IT staff also become more efficient and more strategic. Serial offenders have no chance in an environment that relies on DEX solutions. Instead, they are tracked down and neutralized quickly before they can cause major damage. With this new approach, IT departments can make important and measurable improvements to the reliability, performance and success of company operations.
Optimize IT performance for satisfied – and more productive – employees
You can proactively identify and resolve the causes of endpoint problems and improve digital user experiences. Get our Digital Employee Experience (DEX) management white paper to learn how.
Reduce support ticket volumes with proactive incident management!
1 Forrester Research: "The Role of IT Operations in a Digital World."
2 Gartner: "Digital Employee Experience Market Forecast to 2025."
3 IDC Study: "The Impact of Digital Employee Experience on IT Productivity."
4 Source: "The Benefits of DX Solutions in Reducing IT Support Tickets."
