Note: The Carlyle Group owns a majority stake in 1E.
As it moved to hybrid work, global investment firm The Carlyle Group lacked visibility into the end user environment across the global enterprise. The organization quickly faced a challenge familiar to many companies: creating a high-quality Digital Employee Experience (DEX) across a globally distributed workforce without employees and IT working in the same physical spaces.
The 1E Tachyon Platform and ServiceNow Connector helped the IT team lead with automation and become proactive.
Read on to discover:
- How Carlyle IT reached its DEX goals and improved its branding
- How shifting to a proactive IT model freed IT resources for higher value work
- How Carlyle rapidly reduced diagnostics and remediation times, improving workforce productivity and retaining talent
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).
Meet William Zarco. He manages the global operations and engineering for Carlyle across 2,500 endpoints in 27 different locations on 5 continents. William is responsible for global networks, infrastructure, cloud and data platforms, end user service desks and conferencing. This is all in addition to leading the day-to-day technology operations for the Carlyle Group.
William wanted to be sure to select the very best vendor for his 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.
Pain Points and DEX Goals
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
Strategy to Solution
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 Tachyon to uncover previously unreported technology issues by device type, office and region to spot trends and develop a proactive response model. Tachyon 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 Tachyon 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. Tachyon enhances IT’s reputation and radically improves the Digital Employee Experience.
- 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. 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.
Zarco’s Advice for Similar Organizations
- Approach DEX as a journey, not an overnight transformation
- Embrace the fact that Tachyon gives you DEX-improving capabilities that have always been missing from IT
- Put together your KPIs up front, before deployment, so you start with metrics in place
About 1E and Tachyon
1E’s Tachyon platform enables real-time endpoint management built on a single agent for unsurpassed speed, visibility and control. As a remote endpoint management solution, it is designed to significantly improve IT’s ability to support the Work from Anywhere Enterprise.