4 steps to delivering a modern end-user experience

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COVID-19 has upended all conventional definitions of the typical 9-5 office worker.

Now more commonly referred to as “knowledge workers” (or even “information workers”), we’ve proven we can be trusted to be productive outside the four walls of our offices (or cubicles), while still balancing our personal lives and outside responsibilities. In fact, according to a PWC remote work survey, 34% of employees surveyed said they are more productive now than before the pandemic.

But just as the evolution of the modern workplace is redefining traditional norms and perceptions of what the “9-5 office employee” looks like, we’re seeing a growing need for IT to finally put to bed many of the entrenched practices predicated on supporting a traditionally onsite workforce deskside.

For the CIO and the whole IT organization, 2021 brought with it the need to support the modern workforce and modern employee with the right devices, and to deliver a seamless end-user experience regardless of when, where, and how employees choose to get their work done.

Traditional notions of how we purchase, interact with, and support technology have also been turned on their heads. As employees begin to expect technology parity, ease of connectivity, and access to apps and data regardless of whether they’re in the office, at home, or on the road, IT needs to come together with the business to review their approach to end-user computing.

Let’s face it, the old way of submitting a ticket and waiting for IT to troubleshoot it simply won’t cut it anymore. As employees, we’ve come to expect (or dare we say, demand) expediency.

So where should IT start?

We’ve put together four steps IT can take to deliver a modern end-user experience to the modern employee.

Step #1 – Modernize your approach to device provisioning and deployment

This isn’t as easy as it sounds.  First off, the pricing and availability of devices is a considerable problem. So if you’re struggling to get your hands on devices, our end-user device eBook offers some great advice on navigating the global supply chain shortages, keeping your users happy and productive, and adapting your end-user computing device strategy to support a truly hybrid workforce.

And with the hybrid workforce leading to distributed devices becoming the norm rather than the exception, IT is asking themselves:

“How do I most efficiently deploy modern technology and support to my end-users?” and “How do I do so with speed and scale?”

Legacy deployment and management tools will no longer scale to meet the new support requirements of the hybrid workforce. By modernizing your approach to device management, you ultimately improve user experience and that drives productivity.”  Lee Bazemore, SHI, Director – Lifecycle Services

With our Zero Touch X deployment solution, SHI can accelerate deployments with a touchless approach to end-user enrollment and provisioning which enhances employee experience, increases productivity, and improves the overall end-user experience.

A lot of organizations are also turning to Device as a Service to reduce the costs and complexities associated with device management. As is evidenced in this Device-as-a-Service case study, SHI’s Device as a Service solution incorporates both modern deployment and management technologies into the full device lifecycle, providing users with the latest in end-user computing technology and allowing them to work from any location in a safe, secure, and efficient manner.

Step #2 – Provide users with uninterrupted connectivity to critical tools and services regardless of location

Provisioning the right devices to your end-users is the first step, but it’s not enough. Whether employees are connecting from rural locations or fighting for bandwidth from a home office, connectivity seems to be a shared concern. Employees want to feel connected regardless of device or location.

By providing anywhere, anytime LTE connectivity that isn’t reliant on any one bandwidth, SHI Mobile ensures your employees experience a reliable and secure connection that offers a substantial upgrade over publicly available Wi-fi.

“As the world opens up and employees become increasingly mobile, connectivity becomes both a priority and a challenge for our customers. To address this, SHI developed its own connectivity service called SHI Mobile. By providing a secure and reliable signal from more than 600 carriers across 120 countries worldwide, our solution allows customers to deliver a consistent, best-in-class employee experience.”  Adam Reiser, SHI, Director – Mobility Team

And by taking advantage of predefined websites and apps as part of SHI Mobile, employees can stay connected to the tools, apps, and services they need wherever work takes them on any given day.

Step #3 – Ensure stakeholder engagement and productivity regardless of device or location

With the rapid pace of today’s work environment, employees increasingly need to work faster and collaborate more effectively to get their jobs done.

So, how do you ensure you’re giving employees a consistent user experience regardless of device or location?

“Choosing the appropriate Unified Communications and Collaboration (UCC )solution will be critical to creating an engaged, productive hybrid workplace that can support onsite and remote stakeholders.”   Michael McCracken, SHI, Sr. Director – Digital Workplace Solutions

Employees appreciate a single set of unified tools that make work easier and are inclusive of teams that are both in and out of the office. This includes unifying communication and collaboration tools across end-user device platforms from desktops to laptops to mobile devices.

SHI’s UCC experts can help you a create a UCC strategy that’s built for the hybrid workforce and can help you connect your workforce like never before.

Step #4 – Embrace cultural change by rethinking traditional training models

Equipping end-users with modern tools and technology isn’t enough. You might think the tools you provide are intuitive or user-friendly enough to not require training. But remember: if your users don’t use the tools or you don’t empower them to use them effectively, users will choose not to use them, circumvent them, or avoid them altogether.

“Technology is not one-size-fits-all. It’s scalable, it’s customizable. The goal is to meet the needs of teams and individuals to boost productivity and manage day-to-day tasks in a more secure way. Training can help with that.”   Rob Eyerkuss, SHI, Sr. Director – Corporate Training Group

So, empower your workforce with end-user training. Technology will not engender the change you want unless your users know how to properly use it. Putting your end-users at the center of your training strategy makes them feel connected and productive, which goes a long way towards attracting and retaining top talent.

SHI offers a range of customizable end-user training programs that drive successful adoption and enhance productivity.

We understand that the hybrid workforce and all that it entails has presented you with a new set of challenges. SHI is here to help you support your modern end-user base with the right solutions based on your organization’s return-to-office or hybrid working plans.

 

 

 

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