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Case study

The 1E Difference

As a global investment firm, Carlyle’s purpose is to create long-term value for its investors, companies, shareholders, people, and communities. It is therefore important for Carlyle to attract and retain talent, and to offer a great Digital Employee Experience (DEX).

Carlyle wanted to be sure to select the very best vendor for the company’s needs. The team sought analyst guidance from Forrester Research, then narrowed down its DEX vendor list. Carlyle chose 1E in January 2022. “We wanted to see if it would really work as it sounded amazing,” said William Zarco, Global Head of Operations and Engineering

Improving the workforce Experience

Managing the digital employee experience across multiple global locations for a hybrid workforce with environmental variables is massively challenging. The organization needed to measure the digital experience at scale and set KPI-driven goals for continuous improvement. Additionally, the IT team wanted to move from reactive to proactive end user support.

Carlyle’s CTO sponsored the initiative, finding common ground with the key stakeholders who were interested in improving the workforce experience. The visibility of such an organization-wide objective, as well as the promise of employee experience measurement and goal setting, sped up buy-in and motivated all stakeholders.

Carlyle’s DEX Goals

  • Create happy users
  • Make work easier
  • Provide a superb experience from first day onboarding to last day offboarding
  • Attract and retain talent in close partnership with the human capital department

The Strategy

At Carlyle, technology is a big enabler. The tech experience can affect the reputation of the IT team and the company itself. It was therefore imperative to gain real-time visibility into the end user experience. Carlyle used 1E Experience Analytics to uncover previously unreported technology issues by device type, office and region to spot trends and develop a proactive response model. 1E also improved Carlyle’s software deployment and patch reporting accuracy to securely manage the Windows estate.

The newfound ability to measure user experience at an individual level allows the IT team to identify clear improvements and issues; previously it only had access to back-end monitoring and telemetry. In the past, the team was always reactive, but now it has full visibility into the end user experience. 

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.