ADEM improves the work-from-home experience for 17,000+ employees

A global consumer service enterprise fast tracks incident resolution and provides a better experience for customer support representatives and ultimately, their entire hybrid workforce, with Autonomous Digital Experience Management (ADEM) encompassed with Prisma Access.

The Organization

This global consumer services enterprise has over 17,000 employees across 44 countries worldwide. Putting customers first is a core part of the organization’s culture. For them, optimizing their digital employee experience is the key to providing a world-class customer experience.

The Challenge

Employees can’t provide the best customer service possible when application performance slowdowns and disruptions hamper their productivity. IT wants to help, but they are overwhelmed by tickets and lack the insights they need to resolve performance degradation issues quickly. And, unfortunately, the volume of employee support calls to IT regarding choppy VOIP during customer conference calls or slow systems greatly increased once the entire organization’s workforce of 17,000 shifted to working from home.

There are many variables to consider when supporting remote workers and delivering a high-quality user experience. IT and network teams do not control the employee’s environment, yet are still responsible for their user experience. Sitting between business-critical apps and end-users is a host of dependencies and third-parties, such as cloud providers, CDNs, DNS providers, last-mile ISPs, WiFi networks, and more.

In many cases, employees first try resolving network and application performance challenges on their own by rebooting their devices. But what happens when the root cause of the problem is low WiFi signal strength? Rebooting won’t resolve the issue. Using ADEM, IT can now quickly access insights that can help identify or rule out causes of performance issues across their entire workforce.

Solution

The business rolled out Prisma Access, replacing their legacy VPN solution, and enabled ADEM to monitor and manage user experience. The organization quickly modernized its legacy infrastructure in just a few clicks and enabled its entire workforce of 17,000+ employees to securely work from anywhere while optimizing user experience with the integrated ADEM capabilities.

Results

Using ADEM IT can now quickly get insights that can help identify the cause of performance issues and resolve them. ADEM has proven to be the ultimate troubleshooting tool, giving the IT team the necessary data for a complete understanding of network traffic and the segments impacting user experience. Specifically, ADEM has helped the business in the following ways:

• Faster troubleshooting and increased IT efficiency. With ADEM, troubleshooting performance degradation is now quick and easy, helping staff isolate and triage performance issues and get to resolutions faster.
• Improved user productivity and experience. Unreliable IT service and poor user experience negatively impacted the productivity of the organization’s customer support representatives. With ADEM, IT can mitigate, resolve and often prevent disruptions from getting in the way.
• Strong customer satisfaction. When a customer calls with a problem, they want a fast response. With ADEM, support representatives are able to do their job more efficiently and offer the best possible customer service for customers.

Is optimal user experience on your list of SASE solution requirements?

Your business shouldn’t be slowed down by poorly performing technology and insufficient end-user experience. Diagnose and fix reported incidents in a flash, but also proactively resolve unreported issues and prevent them from happening in the first place with ADEM.

To learn more about how ADEM can add value to your organization, read this report from ESG Global, “Autonomous Digital Experience Management (ADEM) Yields Benefits Across the Organization.”