Compucom Combines Analytics and Actionable Insight, Defines Digital Employee Experience with Newly Launched Service

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Compucom Combines Analytics and Actionable Insight, Defines Digital Employee Experience with Newly Launched Service

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Improving employee digital experience key to engaged, productive employees

Compucom leverages its proprietary service to glean insights into an employee’s technology experience then provides actionable insights to improve it. Combined with its full end-to-end device lifecycle and end-user support, Compucom serves the ongoing needs of enterprise customers in managing and improving the digital experience in four key dimensions: enabling employees via technology, providing self-sufficient issue resolution, offering well-defined support, and workplace flexibility.

Kevin Shank, Compucom CEO

Measuring experience

Compucom developed four dimensions to measure and improve the digital employee experience. These dimensions are used to establish a baseline measurement and track the ongoing experience. Compucom partnered with Lakeside Software on the use of its digital employee experience (DEX) technology SysTrack, to develop the XAM tool’s dashboard and to monitor the experience. The analytics team reviews multiple data sets including telemetry data, support tickets, user sentiment and more to provide solutions to then improve the experience. The key is segmenting the digital experience into four dimensions, outlined below, with each having key performance indicators.

  • Technology Enabled: The ability for employees to access devices, data, and services that best fit their work style and work needs, with the ability to easily and securely integrate personal technology into their workplace ecosystem.
  • Self-Sufficient: Ensuring employees are empowered by having the option to complete most tasks independently which have been simplified through technology and automation.
  • Well Supported: Employees have access to timely, accurate support reachable through multiple channels, in a friendly and welcoming manner suiting user preference and current context.
  • Workplace Flexibility: Regardless of employee location, making sure they have access to technology and services necessary to be productive in a manner that is easy and secure.
Compucom Blog - Dashboard Sample 3

“It is extremely important that managed workplace service providers offer a clear and comprehensive approach to help enterprise clients best leverage the EX-data collected from various sources,” said ISG principal analyst Mrinal Rai. “Compucom takes a differentiated approach to measure and improve EX. It leverages its strong service portfolio that supports uninterrupted productivity, self-service support, on-site field support and management of the entire employee lifecycle.”

Rai indicated while collecting the data is important, it is just as key to know what to do with that data and providing actionable solutions that drive business outcomes.

“By collecting data from different touchpoints such as endpoints, application performance and employee feedback to workplace support, Compucom translates them into service metrics,” Rai said. “It combines collected weighted service metrics to generate service KPIs that measure service reliability, performance, usage, and associated user sentiments. Providers such as Compucom are well-suited to addressing these client requirements by providing EX insights across key dimensions that ensure employee productivity, support, self-sufficiency and flexibility.”

Bottomline – employees want it

“Because tech plays a central role in this new hybrid work environment, the winners will be those companies that provide a better digital employee experience boosting overall employee engagement and productivity,” Shank said.


About Compucom

Compucom has 6,500 dedicated professionals, manages more than 9 million devices globally and serves around enterprise clients in the United States and Canada. Compucom provides end-to-end managed workplace services, infrastructure modernization and digital consulting to enable the digital workplace.

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Share:

Compucom Combines Analytics and Actionable Insight, Defines Digital Employee Experience with Newly Launched Service

  • News

Share:

Improving employee digital experience key to engaged, productive employees

Compucom leverages its proprietary service to glean insights into an employee’s technology experience then provides actionable insights to improve it. Combined with its full end-to-end device lifecycle and end-user support, Compucom serves the ongoing needs of enterprise customers in managing and improving the digital experience in four key dimensions: enabling employees via technology, providing self-sufficient issue resolution, offering well-defined support, and workplace flexibility.

Kevin Shank, Compucom CEO

Measuring experience

Compucom developed four dimensions to measure and improve the digital employee experience. These dimensions are used to establish a baseline measurement and track the ongoing experience. Compucom partnered with Lakeside Software on the use of its digital employee experience (DEX) technology SysTrack, to develop the XAM tool’s dashboard and to monitor the experience. The analytics team reviews multiple data sets including telemetry data, support tickets, user sentiment and more to provide solutions to then improve the experience. The key is segmenting the digital experience into four dimensions, outlined below, with each having key performance indicators.

  • Technology Enabled: The ability for employees to access devices, data, and services that best fit their work style and work needs, with the ability to easily and securely integrate personal technology into their workplace ecosystem.
  • Self-Sufficient: Ensuring employees are empowered by having the option to complete most tasks independently which have been simplified through technology and automation.
  • Well Supported: Employees have access to timely, accurate support reachable through multiple channels, in a friendly and welcoming manner suiting user preference and current context.
  • Workplace Flexibility: Regardless of employee location, making sure they have access to technology and services necessary to be productive in a manner that is easy and secure.
Compucom Blog - Dashboard Sample 3

“It is extremely important that managed workplace service providers offer a clear and comprehensive approach to help enterprise clients best leverage the EX-data collected from various sources,” said ISG principal analyst Mrinal Rai. “Compucom takes a differentiated approach to measure and improve EX. It leverages its strong service portfolio that supports uninterrupted productivity, self-service support, on-site field support and management of the entire employee lifecycle.”

Rai indicated while collecting the data is important, it is just as key to know what to do with that data and providing actionable solutions that drive business outcomes.

“By collecting data from different touchpoints such as endpoints, application performance and employee feedback to workplace support, Compucom translates them into service metrics,” Rai said. “It combines collected weighted service metrics to generate service KPIs that measure service reliability, performance, usage, and associated user sentiments. Providers such as Compucom are well-suited to addressing these client requirements by providing EX insights across key dimensions that ensure employee productivity, support, self-sufficiency and flexibility.”

Bottomline – employees want it

“Because tech plays a central role in this new hybrid work environment, the winners will be those companies that provide a better digital employee experience boosting overall employee engagement and productivity,” Shank said.


About Compucom

Compucom has 6,500 dedicated professionals, manages more than 9 million devices globally and serves around enterprise clients in the United States and Canada. Compucom provides end-to-end managed workplace services, infrastructure modernization and digital consulting to enable the digital workplace.

###


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