Another CompuCom differentiator concerns operational metrics. Most organizations understand operational metrics holistically (e.g. the number of incidents or devices per user). We view these metrics by persona or according to users with similar computing needs. As a result, we can provide a different view into your organization's operations, often highlighting opportunities to drive efficiencies.
Furthermore, we don't just create personas once and then walk away. Since personas evolve as technology, preferences and end-user roles do, we monitor and adapt personas throughout their life cycle to drive continuous improvement.
The Persona Service Management engine continually collects intelligence about end users, their devices and application performance (e.g. insufficient memory and spikes in application errors). Data also comes in via end-user focus groups, surveys and other channels. Our engine then analyzes and prioritizes trends, by persona, that impact the end-user experience.
By combining the end user's voice with incident data, we give you a 360-degree view of your end-user population. Armed with this information, you can decide which factors to take action on right away and which to monitor over time. And you have the insight you need to best allocate IT resources, maximize their business value and transform your end-user landscape for the better.