The Challenge
IT team needed full visibility into employee tech issues, regardless of location or ticket submission, to proactively address problems. With a hybrid workforce, ensuring consistent digital experiences was critical. Key focus areas included CPU, RAM, network, and stability issues, which directly impacted productivity and employee satisfaction.
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The Solution
The company implemented Acumen, gaining near real-time visibility into employee device performance and proactive control over key issues like CPU overuse. Acumen's End User Experience feature provided insights into hidden inefficiencies, and customisable alerts allowed IT to quickly address digital friction, improving support and productivity. Results were seen within hours.
The Results
Within hours, Acumen provided insights into poor Wi-Fi performance for remote workers, enabling IT to create connectivity guides. It also identified device stability issues due to outdated firmware, allowing proactive updates. Acumen continues to uncover inefficiencies, helping improve employee experience, productivity, and streamline IT support processes.
Challenge
The IT support team required full visibility of issues impacting employee’s technology, no matter the employee’s location and whether the employee had submitted a ticket or not. This would allow them to be proactive with addressing issues and the full scale of an issue before IT support were overwhelmed with tickets for the same issues. As working location for most employee’s was now hybrid, they wanted to ensure that all employee’s had the same digital experience no matter where they worked.
IT needed visibility into key areas of devices that accounted for most issues in the past, which included CPU, RAM, Network Connection and stability issues. They determined that these were the key areas that impact an employee’s ability to be productive and are the biggest contributors to employee frustration.
Solution
To gain full visibility, IT needed access to experience data that captured every employee device performance data as well as allow them to have control over when performance had become an issue, such as when devices CPUs were running very high for long periods of time. This would allow them to be proactive in addressing previously hidden issues causing digital friction for their employee’s.
It has chosen Acumen from Scalable because of its End User Experience feature as well as multiple other features that supported their support needs and help identify other inefficiencies in productivity the business were unaware of.
IT implemented Acumen, deploying the product and seeing results within hours. The product could be configured to only capture issues important to the business as well as giving them full control on the thresholds that would trigger an alert e.g., Alert if CPU runs at 95% for 1 hour.
Acumen makes it easy to setup and review the results to determine the scale of an issue, the issue type, and the location.
Results
Within hours of working with Acumen, IT was gaining visibility on all issues based on the thresholds they had set. The initial data received was predominately around poor Wi-Fi performance. Review this data further they could quickly see that the issue was only occurring for remote workers. Whilst IT and the business is not responsible for home networks, they knew that the quantity of results would be having a negative impact on a large amount of their workforce and impacting their ability to use core business tools such as Microsoft Teams for video conferencing. IT worked with their Digital Experience Lead and put together a help documentation for all employees that covered key areas to improve connectivity at home.
As more data was collected over the following weeks, IT noticed device stability and utilisation issues for a specific manufacturer and model were increasing. The company worked with the manufacturer and determined that the issues was with an outdated firmware and these devices required an update. The data provided by Acumen allowed them to locate all devices that were currently experiencing this issue, which was IT’s priority and then with the use of Acumen’s Hardware view, they were able to get a list of all other employees in the company that had the same device configuration, allowing them to proactively update them before issues started occurring.
IT was also able to identify several other opportunities to use Acumen and the data it reports, helping them improve employee experience and increase productivity. For example, IT found that mapping out how IT support work through tickets using Employee Journeys in Acumen, they could identify inefficiencies in the process, resulting in mixed throughput. They’re now looking at ways to reduce these inefficiencies through training and automation opportunities to reduce the backlog in support tickets.
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