Managing Remote Employee Experience: Lessons From a Fortune 1000 Healthcare Organization

These days, remote employees are the norm. Ensuring a productive remote workspace is one of the main priorities of many enterprises and organizations. Yet many organizations still struggle with how best to ensure a good remote employee experience. In this blog post, we dig into an enterprise case study of a large, global, healthcare organization that uses Catchpoint Endpoint Monitoring to manage their digital employee experience. Let’s see how they accomplish their goals.

The Problem

The healthcare organization has more than 130,000 employees in more than 60 countries. Over the past year, most of those employees shifted to remote working. With so many employees working at home for the first time, the companies’ end user services team was under pressure to handle an influx of requests.

From setting up new employees to dealing with system updates and resolving user-specific issues, the team helps limit employee downtime and maintain high productivity. Even in the pre-COVID-19 infrastructure, remote issues were time-consuming, requiring a good deal of end-user troubleshooting.

“Everyone has a unique setup – a different WiFi, a different internet provider. There are a lot of complexities we don’t run into when in the office,” says the organization’s IT Manager.

When troubleshooting an end users' problem with a SaaS tool, IT found it difficult to determine whether the source of the problem was the service itself, the end user's equipment, or the network connection. The number of incidents almost doubled over night. The IT staff was spending too much time troubleshooting without having the right insights to get to the root cause of user problems, despite have an existing monitoring tool in place.

“We were seeing that some users on the East Coast couldn’t access Microsoft Office 365, a tool we just rolled out. Users in other parts of the country were not experiencing any problems. It would often turn out to be an ISP issue, but it took a long time to troubleshoot because we didn’t have visibility into all of the dependencies involved in SaaS service delivery,” says the IT Manager.

‍Proactively Monitoring End User Experience With Catchpoint

To address their challenges, the Fortune 1000 company turned to Catchpoint. They were especially delighted by the comprehensive visibility the Catchpoint platform provided, not only into the employee device, but into their network and applications, where their existing monitoring solution fell short.

“Catchpoint’s platform gives us broader insights and a more comprehensive view that includes application and network visibility,” the IT Manager stated. This view brings together detailed data on the root cause of a problem, helping their team reduce the time it takes to troubleshoot and resolve tickets.

Using Catchpoint’s full stack synthetic monitoring capabilities makes the team proactive about finding any detrimental user impacting issues before employees even experience or report them. Using Catchpoint, they can now manage digital employee experience with both active and real-time monitoring methods to help their IT department be more proactive. This saves them money and time.

“We are starting with Office 365 and plan to expand our monitoring strategy out to the thousands of apps we have within the company,” says the IT Manager.

Fig 1: Catchpoint dashboard offers broader insights.

‍Monitoring The Executive Team’s End User Experience

“Our executives, due to their level of responsibility and hectic schedules, have little time  when it comes to problems like slow applications, login hurdles, and device challenges,” says the IT Manager.

Initially, the healthcare organization’s IT team is deploying Catchpoint Endpoint Monitoring on a subset of executive’s devices and then to the rest of the organization.

“Regardless of where executives are - at home, at work, on the road, or in an airplane – with Catchpoint we have the insights to proactively solve issues before they have a negative impact,” the IT Manager states.

‍IT Asset Management

IT recently rolled out Microsoft Office 365 and other collaboration apps across many departments in the organization. In order to take full advantage of their investments, and better manage licenses, they want to know if end users are actually using the tools.

“Catchpoint helps us manage application licenses based on actual need and usage. We can quickly identify the applications user’s access and how often, using the data Catchpoint Endpoint Monitoring collects,” says IT Manager.

‍What’s Next

With Catchpoint, where this enterprise previously had blind spots in their monitoring approach, they now have visibility.

“Catchpoint helps us take a proactive IT approach to common end user problems. It gives us visibility into our SaaS tool performance so we can get to the root cause of problems before they impact our entire global workforce,” states the IT Manager.

As IT continues to be enablers of their business they will expand their use of Catchpoint to include additional ways of helping their employees remain productive while cutting IT costs.

Learn more about monitoring remote employee experience here!