Blog: An End-User Focus in Your 2021 Digital Workplace Transformation
The “end user”—two words that encompass any individual who uses a certain product or service. This extends to your customers who purchase or engage with your offerings, as well as your employees who work on the various products and platforms you provide for them on the job. Your end users are both the people that run your business and the people you do business with. In a year full of disruption for customers and employees alike, this begs the question, if you’re not focusing on the end user, then who are you focusing on?
To promote business continuity, maintain day-to-day operations, encourage remote productivity and collaboration, and continue driving employee and customer engagement, a digital transformation of the end-user experience is crucial. Covering mobile applications, digital platforms, ready-now access, and remote support, here are a few end-user focused considerations for your digital transformation in 2021.
In August, Forbes reported that consumers had spent 1.6 trillion hours on mobile so far in 2020, and with this current holiday season, it can be concluded that this number will grow even higher. Forbes also found that in April, users were on their mobile devices 4.3 hours a day on average, and consumers spent 25% more money on mobile apps than ever before ($50 billion). In comparison to 2019, early 2020 saw an increase of 20% in mobile usage. This should come as little surprise considering the global shift in the way people communicated, shopped, and entertained themselves this past year.
As mobile apps are now commonplace—familiar to users and easy to adopt—it’s a great way for businesses to improve user engagement. Mobile applications allow businesses to send users push notifications with various forms of sales promotions and updates. Mobile applications also provide businesses with valuable customer data to better communicate to and track their audience.
There are internal employee benefits as well. From an organizational communications standpoint, employees can access their emails via mobile applications while also receiving company-wide news updates. In a loss prevention sense, mobile applications can offer asset tracking capabilities to log and account for temporary loaner devices, like employee laptops and headsets, and expensive retail equipment, such as point-of-purchase iPads and RFID scanners.
Video conferencing and instant chat platforms have been present in the workplace for quite some time, but to make up for the communication gaps across remote organizations, the deployment of more integrated platforms is critical. As employees are adjusting to a different way in which they work together, there are more advanced digital collaboration platforms that enable a more seamless remote-work experience. From sending a quick chat or email checking in on the status of a project to providing instantly visible document edits and feedback, employees benefit from intuitive platforms, like Microsoft 365, that are designed with an employee’s day-to-day interactions and tasks in mind.
Today’s end users demand simple, uninterrupted, and secure access to the apps and data that they need, no matter where they are working from or what device they are working on. Customers should be able to easily chat with a customer service rep without the need to go in-store, and employees should be able to access their IT support in the same fashion. That’s a ready-now experience.
As safety is a high concern right now for businesses across the globe, remote support is essential. Face-to-face interactions are risky, and when there are options to reduce this, it’s important for businesses to take advantage of the available solutions at hand. In addition to providing contactless support, it is also helpful to offer options that cater to user preferences. Multi-channel support communications, like that offered by our Service Desk, make it easier for users to access the help that they need, when and how they need, whether that be through instant chat or email, talking over the phone, or visiting an online portal.
Above all, end users want their technology to work. That means not just reducing technical issues and security threats, but taking a forward-thinking approach to avoid them all together. This can be accomplished with platforms that offer proactive detection and resolution, such as Intel vPro, a platform that CompuCom supports, built for performance, security, stability, and manageability. This security platform uses a hardware-based defense to respond strongly to new threats.
We Focus on The End User
Providing a concierge, “always there”, experience for our customers is not just what we do, but it’s what's important to us. Whether we’re giving end users the instant tech support they require to remain productive, up and running, and efficient, or managing large-scale digital transformation initiatives through new platform adoptions and IT transitions, we keep our customers at the center of our business—including their employees and their customers as well. Like our partner, Cisco, we’re committed to driving our customers’ businesses forward and demonstrating the true value of customer success.