Blog Post

Empower Your Digital Workplace IT Support Team

Digital workplace is more than a buzzword for IT support teams - it can be a major challenge when their entire team is remote.

The digital workplace is more than a buzzword for IT support teams–it can be a major challenge when their entire team is remote.

Prior to spring 2020’s pandemic, the shift to a digital economy and a digital workplace had already begun. For example, IDC had already predicted that by 2021 over 50% of the world’s GDP would be from digital sources. However, the global trend to stay at home and work at home has accelerated this shift.

A CNBC survey found that in April 2020, 42% of U.S. workers had previously never been remote were transitioned to working from home. And, studies find that this trend is likely to become the long-term status quo.

Gartner analysis shows that post-pandemic, 41% of employees are likely to work remotely at least some of the time.

Basically, office-workers are now work-at-home (WAH) workers during the pandemic, and a large number of these workers are likely to remain WAH after.

The Pressure is on Digital Workplace IT Support

With a new digital work environment comes a new set of challenges, even for the most technical among a company’s staff. Corporate IT, Desktop, and IT Support teams have a new set of challenges when their customers are suddenly geographically dispersed and relying upon third-party providers.

IT teams can be flying blind when it comes to an employee’s local IT network and infrastructure, which the employee will be relying upon for business-critical applications.

For WAH employees, the digital workplace delivery network includes SaaS apps like O365, GSuite, and Salesforce.

For many remote employees, any disruption to their user experience or degradation in vital SaaS app performance will impact their productivity. For example, IT outages cost U.S. companies $700 billion a year with 78% of that loss resulting from decreased employee productivity.

With so much of a company’s revenue relying upon remote employee experience, the stakes are high for the team managing digital workplace IT support.

Gain Remote Workforce Network Visibility

Since traditional monitoring tools can’t provide insight into an employee’s home network, remote employee experience monitoring is a great fit for a digital experience monitoring (DEM) strategy.

DEM is a holistic approach to monitoring that spans the application and network layers of a company’s tech stack, bridging the gaps of traditional APM and NPM strategies. Utilizing synthetic, network, and real user monitoring, DEM provides the IT team with an outside-in perspective of employee experience.

As a company with a now 100% distributed workforce, Catchpoint IT is experiencing these same challenges. However, as we are the leader in Digital Experience Monitoring, our team has visibility into SaaS, ISP, and last-mile network performance. This visibility provides valuable insight that can help our team solve problems quickly.

Click here to learn more about managing SaaS applications supporting remote workers.

News & Trends
Synthetic Monitoring
Real User Monitoring
Network Reachability
Workforce Experience
SaaS Application Monitoring
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