The 1E Difference

The first time Zarco and his team saw data they did not have before was an eye-opening moment, he recalls. Finally, his people had the data they truly needed to deal with problems. As they proactively identified and fixed issues, they enjoyed—for the first time—that wonderful phenomenon familiar to Tachyon users: the serenity of fewer support calls and notifications.

“1E gives you the capability to truly improve the digital working experience for your employees in a way that traditional IT hasn’t addressed before. It is a game changer,” said William.

With the new proactive service desk model, IT can now fix problems before the support calls and tickets come in. With automation, Carlyle can develop fixes and roll them out globally as early patterns form. IT can even contact users before they face the problem. When people do call in for support, the team can identify and resolve the issue faster. Much less waiting means much less workforce downtime. 1E enhances IT’s reputation and radically improves the Digital Employee Experience.

Stand-Out Results

• 20% faster time to diagnosis
• 30% faster time to remediation

Improving the experience for a global workforce across 80% of endpoints is a big win. Downtime in an organization like Carlyle means lost deals and lost revenue, explained William. 1E’s Endpoint Automation and self-healing allowed his team to reduce “fire-fighting” person-hours and reduce triage times. This allowed the team to reduce the number of human touchpoints which freed up resources to focus on more strategic projects and higher value work, a clear win for the organization.