Why improving the end-user experience matters
Organizations today have the potential to span five generations of workers. This broad, modern workforce is not only powerful in size, but also in its demands for new ways of working. Digital natives, in particular, expect workplace technology to mirror the ease and familiarity of the technology they use as consumers.
As a whole, 92% of workers say having the right technology to help them work efficiently directly impacts their job satisfaction, according to a 2016 survey by Ultimate Software.1
The “2018 Insight Intelligent Technology Pulse Survey” report reveals IT professionals recognize the need to “deliver high-quality, seamless IT solutions to keep their employees engaged and productive.” Additionally, IT pros believe they can gain a competitive advantage by improving the end-user experience.
Although companies are increasingly aware of the need to create positive user experiences, they often struggle to deliver on those expectations. According to the Insight report, 16% of survey respondents are concerned with the employee experience and other challenges related to accessing competitive technology.
To attract and retain top talent and empower a productive and engaged workforce, you need to close the gap between end-user expectations and experiences — without adding a burden on IT. Even with large in-house IT capabilities, the day-to-day operations of device management can be a drain on resources, leaving little room for innovation.
Let’s explore four ways you can optimize IT resources to improve the end-user experience — and enable a workforce that’s productive, connected and inspired.
1. Outsource IT services.
One solution is to allow your IT team to focus on business growth by entrusting a partner to handle the heavy lifting of device deployment and everday operations. A partner who can provide workplace services or a managed office solution will simplify your IT — from procurement, configuration and testing to deployment and ongoing management. Plus, workplace services are billed on a monthly subscription for a more effective and predictable cost model.
Some benefits of a managed office solution include:
- Reduced support costs and higher return on investment
- Reclaimed IT resources for business-critical projects
- Improved sevice levels and end-user support
- IT governance and scalability
To get the most from your investment, look for a managed office solution that provides customized Device as a Service (DaaS), cloud applications and comprehensive support. A DaaS solution tailored to individual user needs can help you deliver the competitive devices workers need while offseting capital expenses.
A partner who provides hardware, software and cloud applications can also speed deployment with preconfigured and provisioned devices upon delivery to the end user.
2. Modernize support.
To stay productive and reduce downtime, your employees need fast resolutions to their technology challenges. As your organization looks for ways to transform IT to improve the end-user experience and keep workers productive, examine your existing IT support model. Are you relying on a legacy ticketing system with a clunky interface? Are you using a traditional support model with a slow Service Level Agreement (SLA)?
Your workforce demands easy, modernized experiences — and they don’t mind taking matters into their own hands. Traditional user support models are often inefficient and expensive. High-volume help desk calls bog down IT resources and are often costly to resolve. IT leaders have a difficult time controlling costs and balancing IT budget for support and business-critical initatives.
To keep end users productive — and your IT team focused on innovation — transform your end-user support with managed services and a “shift left” approach. This means moving issue resolution to the lowest cost level. For example, support level zero drives the end user to a self-help or self-service resolution.
Self-service is revolutionizing IT support, and the benefits are three-fold: Workers are empowered to find fast resolutions to simple problems, IT teams gain valuable time from the reduction in support tickets, and support costs drop significantly.
On the opposite spectrum, a support level above a three would automatically escalate to field or vendor support.
Operating in-house IT help desk support can be expensive. And with a complex device landscape, having the right levels of expertise is not always feasible. A managed services solution can be a cost-effective way to provide end users with full support — delivered through a consumer-friendly platform.