Sliding Away from Traditional Metrics to Realize a More Engaging Workforce


ControlUp, at the forefront of Digital Employee Experience (DEX) management, has officially announced a line-up of enhancements for its ControlUp Edge DX solution, which has its utility rooted in identifying, resolving, and preventing problems that device management software can’t. This it does to significantly reduce IT support costs for physical desktops. Anyway, according to certain reports, the stated enhancements bring for users advanced employee dashboards and scoring, employee sentiment-related capabilities, and a GenAI-powered chatbot. Markedly enough, each component here is meticulously designed to democratize the remediation process for intuitive issue resolution by IT staff at any level. Talk about the same on a slightly deeper level, we begin from the promise of advanced employee dashboards and scoring, where the solution will now have a chance to effectively transform how IT organizations measure their operational excellence by focusing on the impact to the end user. This involves prioritizing faster issue resolution, over simply collecting data, to let IT admins identify which devices or apps are causing issues and better understand end users’ experience. Furthermore, such an enhanced scoring system makes a point to pay more attention to apps which users actively use. On top of that, it also integrates data from VDI and DaaS sessions to conceive comprehensive insights, score trends, and other important granular details.

“Today’s IT leaders need to be able to get off of the ‘break-fix treadmill’ so they can focus on the strategic, mission-critical initiatives that deliver greater business value,” said Simon Townsend, Field CTO of ControlUp. “They also need to be able to look beyond device performance metrics to truly see employee sentiment and engagement data to humanize the computing experience. With enhancements to ControlUp Edge DX, we are not only reducing the mean-time-to-resolution, but we are also giving IT the unified workflow optimization they need to make IT more human-centric, autonomous, and proactive.”

Next up, we must get into ControlUp Edge DX’s new employee sentiment-themed capabilities, capabilities that are rooted in handing IT teams the ability to look beyond traditional performance metrics into the data. Instead, the idea is to help notice other key drivers of employee engagement. In practice, this will involve providing qualitative sentiment surveys. Furthermore, the facility conceives asset and survey libraries that are one-time, recurring, or on-demand. The stated surveys can also be distributed in a randomized manner across the employee base, exclusively targeted with user exclusions, or segmented based on device groups. Then, there is the GenAI-powered chatbot, which bears the responsibility to supply intuitive responses based on conversational context, The stated chatbot, markedly enough, empowers IT teams of any level expertise to avail the insights they need into devices, unified communication and collaboration, as well as into installed applications. Making the whole thing even better is how one can do so with simple natural-language searches. Our final piece of highlight comes from a dedicated cost-savings dashboard. This dashboard will basically quantify the value attached to DEX initiatives before conceiving insights into automations, remediation, and remote assistance sessions for physical endpoints, VDI, and DaaS. But what’s its incentive to do so? Well, the answer resides in a prospect time savings and IT labor costs for end user projects.

The whole development actually delivers an interesting follow-up to Forrester’s Future of Work Survey, 2023, where it was revealed that workers are much more likely to be engaged when they have the information, tools, and technology needed to do their jobs. Furthermore, these highly engaged employees are twice as likely to be satisfied with the information at their disposal, information which they original need to do their job, and they also report having the correct technology than workers with low engagement.



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