Background
In 2017, a leading U.S.-based insurance provider partnered with TeamViewer (formerly 1E) to strengthen its IT operations. Over time, the company’s goals evolved from basic endpoint management to a proactive strategy focused on digital employee experience (DEX), user satisfaction, and operational efficiency..
Challenge
- Limited endpoint visibility: The IT team couldn’t detect widespread software crashes or measure impact on users.
- Device instability: Power management issues from unsigned drivers led to crashes and security risks.
- Unseen user frustration: Disruptions quietly hurt productivity and sentiment without clear signals.
Desktop support manager
“I find this really accurate, almost like following a trail.”
Solution
With TeamViewer DEX Intelligence, the insurer leveraged three key capabilities:
- Intelligent Insights: Identified root causes of crashes and device issues using real-time data.
- Impact analysis by persona: Revealed how different employee groups were affected, helping IT prioritize fixes.
- Guided remediation: Provided actionable recommendations and next steps to resolve issues fast.
Outcome
- Reduced downtime and interruptions with data-backed decisions.
- Improved IT planning by identifying underperforming hardware.
- Increased operational efficiency with faster time to resolution.
The IT team enhanced both user experience and IT performance by proactively addressing friction points and turning invisible problems into measurable improvements.
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