Case Study: Experience Management and Full Lifecycle Observability 

Our customer, a leading insurance provider, was grappling with a notable decline in employee productivity. Known for its commitment to customer satisfaction and operational efficiency, it required a robust solution to restore and elevate its productivity levels so that its customer experience was not negatively affected.

Full Lifecycle Observability (FLO) is a fundamental concept and methodology applied to the delivery of Compucom’s services. It’s not a standalone product or solution but rather an integration of advanced tools with a customer’s IT infrastructure and workplace technologies.

As part of our FLO approach, which includes Experience Management, we were able to leverage telemetry and discovery data, find the issues, and rapidly respond. Our customer achieved a remarkable 10% reduction in the time employees are impacted by poor technology and a 20% reduction in workplace and software tickets.

The Problem

Our customer was encountering a series of issues that significantly hampered employee productivity. The primary challenge emerged after deploying an application software update, resulting in system instability and frequent crashes. These crashes were not consistently reported to the service desk, leading to prolonged periods of inefficiency and frustration for employees.

Additionally, simple maintenance tasks such as ensuring “Fast Boot” was disabled and Group Policy Objects (GPOs) were refreshed regularly were overlooked. These oversights posed security risks and led to issues such as incorrect printer mapping.

The Solution 

After consulting with our customer, we created a plan using the experience management and full lifecycle observability analysis that are integral to all our services. By leveraging advanced telemetry and discovery data, we identified the root causes of the productivity issues and implemented targeted interventions to resolve them effectively.

Using telemetry data, we discovered that “application crash sensor” scores had spiked significantly, indicating a widespread issue with the new software. Further investigation revealed a problem with a DLL file within the program.

A new version was promptly deployed to resolve the issue and prevent further disruptions. Additional maintenance needs were also identified, such as ensuring GPOs were refreshed regularly and addressing Active Directory (AD) certificate expirations.

To address these issues, we implemented a low-cost solution that included a pop-up notification for users when their AD certificate was about to expire. This proactive approach allowed users to connect to the VPN and renew their certificates, avoiding potential disruptions.

Results

Our customer experienced significant improvements in productivity and overall employee satisfaction following the implementation of the solution. Some key metrics included:

• 10% Reduction in Impact Time: Employees spent 10% less time dealing with technology-related issues, allowing them to focus more on their core responsibilities.
• 20% Reduction in Workplace and Software Tickets: The number of workplace and software-related tickets decreased by 20%, reflecting a more stable and efficient IT environment.

The proactive measures and advanced monitoring tools we deployed led to improved experience scores. Employees faced fewer disruptions, resulting in a smoother and more productive work experience.

Conclusion

The results with this customer exemplify how our advanced Experience Management, as part of our Full Lifecycle Observability approach, and proactive maintenance can dramatically enhance productivity and employee satisfaction. By addressing the root causes of technology-related issues and implementing targeted interventions, we helped them overcome their challenges and achieve remarkable results.

Looking ahead, they aim to continue leveraging our expertise to maintain and further improve their IT infrastructure. This ongoing collaboration promises sustained productivity gains and a more efficient, satisfied workforce.

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