Our client is a globally renowned toy and family entertainment company celebrated for their iconic brand portfolio and innovative products. Despite familiarity amongst millions worldwide, they faced challenges ensuring consistent IT service experiences for remote employees across their large geographical footprint. Partnering with HCLTech, they sought to improve digitalization, compliance and user experience management to enhance employee satisfaction and operational efficiency. This case study explores how HCLTech equipped them to address these challenges and continue moving toward success digital era.
The Challenge
Lack of a seamless experience for remote workers
The toy company has always valued creating innovative products and delivering experiences that inspire. In the long run, our client aspired to enhance the overall user experience for their employees to ensure seamless IT services across their global footprint. They faced various challenges:
- Despite a well-functioning IT infrastructure at their corporate office, they faced significant challenges as they strived to maintain a consistent and positive end-user experience for remote employees.
- The lack of end-to-end visibility of IT infrastructure across various geographies led to discrepancies in user experiences.
- The inconsistent IT service experience affected employee productivity and satisfaction. Remote employees often faced issues that the corporate office was unaware of, leading to delayed problem resolution and decreased overall efficiency.
The Objective
Leveraging technology for digitized end-user experiences
The client sought a partner who could help them tackle the challenges associated with their IT systems and improve the end-user experience for employees across their global footprint. They needed a partner capable of embracing innovative approaches such as automation and standardization of process flow, helping them achieve significant gains in the digitalization of the end-user experience to improve their compliance framework and enhance overall operational efficiency. Additional requirements included proactive IT management and the ability to foresee and resolve issues before they impacted the workforce. Through this, they aimed to position themselves in a rapidly evolving digital environment and ensure a seamless and positive user experience is provided to all employees.
The Solution
Remediation for enhanced IT management
Our client needed a comprehensive solution that would allow them to empathize with remote employees' experiences and gain end-to-end visibility of their IT infrastructure. We partnered with them focusing on digitalization and proactive IT management.
After thoroughly understanding their challenges and aspirations, we developed a comprehensive solution tailored to the company's needs:
- Digitalization of user experience management: We enabled visibility into issue detection, diagnosis and remediation across all endpoints to improve employee experience.
- Proactive IT management: We developed the ability to foresee and fix problems before they impacted the workforce. The team also worked on continuous improvement in issue detection and resolution.
- Service desk efficiency: We implemented a dashboard providing actionable intelligence for swift incident resolution. We also worked on improved service desk efficiency to enhance employee satisfaction
- Hardware refresh: We conducted a hardware refresh to discover cost-saving opportunities and analyzed the impact of hardware changes to help them optimize the digital workplace.
The Impact
Enhanced productivity delivering reduced costs
The solution improved device performance by optimizing disk space, reducing logon duration and upgrading outdated driver versions. It enhanced operating system compliance by enabling secure boot on non-compliant devices and reduced vulnerability by updating Windows 10 to the latest build version. In addition, our client also saw:
- Improved device performance
- Enhanced operating system compliance
- Improved service efficiency and MTTR
- Increased employee satisfaction
- Cost savings and optimization
These initiatives have laid a solid foundation for ongoing improvements and proactive IT management, positioning the client to adapt effectively to future technological advancements and maintain high standards of performance and satisfaction.
