Baillie Gifford leads the way with proactive digital employee experience (DEX) management

Background

Established over 100 years ago, Baillie Gifford is one of the UK’s leading independently owned investment management firms, with assets under management and advice amounting to $486.8 billion.

When it comes to their IT teams, at the core of their philosophy is a commitment to always putting the customer first and maintaining a consistently great level of service. Since they have been using TeamViewer DEX Platform, their use cases have expanded to include remote working, security, digital employee experience management, and proactive remediation.

Challenge

Baillie Gifford has always been an investor in technology. This pro-technology stance, coupled with their existing remote working practices, meant they were well-positioned to respond when the COVID-19 pandemic forced a shift to mass hybrid working. The key challenge? How to maintain a reliable service level when the working environment had altered significantly from 12 corporate offices to thousands of home offices.

Baillie Gifford had existing solutions in place to meet the needs of individual teams or departments to work remotely, but needed a solution that would help them deliver a consistent digital employee experience (DEX) for all employees, regardless of their working location. Specifically, they needed accurate, reliable data about employees’ remote digital experiences. For Baillie Gifford’s IT teams, reliable data would ensure they could manage the surplus of new variables, such as the need to proactively monitor and remediate hardware, application, or home networks issues. Not only that, but they also needed the data to be able to make decisions quickly in order to move from reactive IT support to proactive DEX management. The end goal was to provide an office-like experience to everyone: one that is stable, consistent, and predictable.

Solution

Baillie Gifford rely on TeamViewer's DEX Platform Experience Analytics to provide real-time insight into employees’ use and perceptions of their workplace technology. The DEX Platform always maintains a live connection to all endpoints, meaning any data gathered by TeamViewer Experience Analytics reflects the current state and can therefore be trusted for effective decision making.