When discussing digital experience, most of us assume the customers are end-users. Providing customers with a better digital experience is the duty of an enterprise. However, the enterprise must also focus on providing employees with a better digital experience. When the employees do not prefer the technology, how will they make efforts to boost service reliability? Organizations have understood this point and are seemingly investing in DEM (Digital Experience Monitoring). DEM operations can significantly increase end-user productivity in the workplace. Many enterprises have successfully made their employees more productive with DEM operations. Read on to understand how DEM can increase end-user productivity in the workplace.
Gain visibility into workplace digital experience
It starts with a monitoring tool that oversees how employees interact with the technology. Every time an employee uses an enterprise application or software solution, the monitoring will do its job. New-age DEM tools analyze how well employees are feeling after using the digital tools. For example, DEM tools identify the performance errors faced by employees throughout their working sessions. If the performance errors are more in number, employees must have had a frustrating experience. When there are many performance errors, employees cannot boost service reliability for customers. Provide employees with reliable technology and then hope for better results.
How do DEM tools convey the monitoring data to IT teams? DEM tools generate metrics to identify the experiences of employees on digital channels/devices. These metrics can be common ones like service reliability, response time, and load time. Changes in these metrics will determine the experiences employees had while using the technology. For example, the employees must have had a poor experience when the response time for a software solution increases. Similarly, employees might not feel good when there is an increase in loading time. These metrics will provide much-needed visibility into the IT infrastructure elements. With a DEM tool, organizations can also generate customized metrics, that suit their style of working.
Proactive troubleshooting with DEM tools
When IT performance issues occur within the workplace, the enterprise must take steps to fix them soon. Similarly, outages, connectivity issues, and any other IT incident must be fixed quickly by the concerned IT teams. If a performance issue lasts long, it will disrupt the digital experience of employees. You cannot expect employees to be productive when most of your applications are experiencing downtime.
Most organizations cannot indulge in proactive application monitoring. It is because they cannot identify IT incidents before they disrupt the service availability. What’s the point of identifying an IT incident when the damage is already done? With DEM, organizations can proactively fix IT incidents, thus offering employees a better digital experience.
A DEM tool will monitor every instance of end-user interaction with the technology. Digital experience data will be collected at all times. Sometimes, there might be outliers in the digital experience data sets. It might be only a small performance error. The error might be so small that an employee might not notice it. However, the error might result in an outage when not addressed/acknowledged. With DEM, IT teams will know about the abnormal behavior of an application in the early stage. IT support teams can take the right actions and prevent a bigger performance issue. Proactive troubleshooting will significantly enhance the digital experience in the workplace.
Deliver upgrades/updates when required
Employees use different devices in the workplace to perform their duties. However, computers, tablets, software solutions, and other devices used by employees demand constant service. The devices might get outdated, thus hampering the end-user experience. Also, enterprise applications must be updated at regular intervals to offer employees the best digital experience. How will an enterprise know when’s the best time to deliver an update?
With the help of DEM tools, enterprises will keep a close eye on the internal states of applications and enterprise devices. When an enterprise application or device starts showing abnormal behavior, it is time for an upgrade/update. Also, DEM tools will help in identifying devices that are of no use. When the capacity of a device/application is exhausted, employees cannot perform their duties. Such a device needs to be replaced with immediate effect. You do not have to wait for employees to remind you about an update. DEM tools will enable proactive application monitoring.
DEM tools for remote work
Due to the recent outbreak/pandemic, the remote workplace has become a reality. Many employees are working from their homes or satellite offices. Either the employees work remotely with their devices, or the company provides them with the required devices. Many companies have dedicated virtual machines for remote employees. However, ensuring better digital experiences for remote employees is a challenge.
With DEM tools, enterprises can ensure service availability for remote employees. They can monitor virtual machines, remote devices, and endpoints. If any issue occurs, concerned IT teams will be alerted in real-time. Sometimes, the enterprise applications work fine, but remote employees still have a poor experience. Remote employees often use personal Wi-Fi networks to perform their duties. The Wi-Fi might not be strong, thus causing connectivity issues. In such a case, an enterprise can know the source of the problem with a DEM tool. IT support teams can ask remote employees to upgrade their Wi-Fi or internet service.
Better cloud experience for employees with DEM
Most enterprises have already shifted or are planning to shift to a cloud environment. However, cloud migration is not always successful for enterprises. A poor cloud migration strategy will further plummet the digital experience for employees. With DEM tools, performance benchmarks can be created. Important KPIs can be measured before and after cloud migration. If KPIs haven’t improved, the enterprise must rethink its cloud migration policy.
Let us say the response time of enterprise applications has decreased after cloud migration. In such a case, the cloud migration strategy hasn’t worked for the organization. With DEM tools, enterprises can know the pertaining issues causing a poor digital experience and improve service reliability. In recent times, many organizations have opted for AIOps platforms to offer employees a better digital experience. AIOps platforms have the power to monitor digital experiences across different channels/devices.