DEX revolution

Some employees attempt to overlook or power through the digital friction they face.

Unfortunately, that's true. There are many reasons why employees may just sweep these gloomy digital experiences under the rug; they’ve normalized the frustration, they don’t want to “bother” IT with a ticket, or there’s no time in the day for them to address it.

Whatever the reason may be, employees don’t have to suffer in silence, nor should they be required to submit an IT ticket every time an issue arises. With adequate tools in place, IT can detect those issues before users even experience disruption. This proactive approach to IT is important to minimize disruption, maintain productivity, and improve the digital employee experience (DEX). Let's break down why digital workplace struggles are a major issue for organizations. 

Overall, DEX and productivity take a major hit when employees struggle with digital friction. CIO Dive states that about 49% of employees lose between one and five hours of productivity weekly when dealing with IT issues. Furthermore, around 23% lose six or more hours. If employees experience this weekly, imagine how much work is left undone and how performance is affected. Now, picture a workplace where those hours of downtime and unproductivity are eliminated—a digital world where employees are happy, productivity skyrockets, and digital friction is a thing of the past.  

Let’s explore how TeamViewer helps RLI Insurance, a U.S.-based insurer, enhance DEX and create a more productive and happier workplace for employees.

Improve DEX for a happier workforce

RLI Insurance had limited visibility into its endpoint environment, which created some challenges. There was no way to discover what wasn’t working and which employees were facing digital friction. Without these insights, it became difficult to effectively address issues or improve the employee experience. To resolve this, RLI partnered with TeamViewer DEX to gain better visibility and identify employees who were struggling with their devices.

TeamViewer DEX Experience Analytics helps RLI Insurance accomplish this by tracking key metrics—stability, responsiveness, performance, and sentiment—giving the organization a clear view of each user's experience. With this data, the team can identify and address issues, improve DEX, and eliminate silent suffering. The result? A more productive, engaged, and happier workforce.

"We didn’t have to get a call—we detected it. With TeamViewer’s help, we make the machine and employee experience better." – Jeremy Roberts, IT Manager for Technology Support, RLI Insurance

In another instance, RLI received complaints regarding devices overheating and draining battery life. What does this result in? You guessed it—deficient DEX and employees struggling to remain productive.

With TeamViewer DEX Endpoint Troubleshooting, RLI can create custom instructions to help pinpoint overheating devices, uncover the cause, and identify how many employees are impacted. Talk about removing the friction and creating a more productive space!

“This is something we would have been blind to and still guessing about without TeamViewer.” – Jeremy Roberts, IT Manager for Technology Support, RLI Insurance.

Continue reading RLI's full case study to learn more about the other ways TeamViewer helps them achieve its digital workplace goals and eliminate digital friction.