Tachyon’s Experience module uses our real-time platform and synthetic transaction technology to identify, diagnose and remediate issues enterprise-wide instantly. Add to this our comprehensive management capability and nothing else comes close to helping IT provide the best experience to your employees wherever they are located.
Experience monitoring with synthetic transactions
1E’s experience monitoring capabilities include synthetic transactions to simulate user behavior and alert IT about issues before the employee needs to raise a ticket. We do more than just monitor though. We diagnose performance issues automatically, so IT knows the root cause, and then provide real-time remediation capability so the issue or enterprise-wide problem is resolved as soon as it is discovered.
Qualitative feedback on employee sentiment
Objective metrics on endpoint health don’t always tells us how the users are feeling about their devices, creating a disconnect between IT and the business. Tachyon Sentiment enables IT to solicit frequent feedback from employees to uncover unreported IT issues and employees’ frustrations with their digital experience. By correlating a user’s sentiment or perception of their endpoint with technical endpoint data, IT departments can ensure they’re resolving the issues that matter most to employees to increase user satisfaction.
Context-aware employee engagement
Automated interactions with employees when required can massively improve the endpoint experience. We provide targeted, context-sensitive and immediate digital conversations with employees. These can be used to get feedback when a performance issue is detected, implore the employee to reboot their machine for a patch or just inform them that a global issue is remediated.
Employees can self-serve either through a chatbot or portal even the most complex remediations, wherever they are located. 1E’s real-time platform fixes the issue immediately and, just as importantly, provides instant feedback. Even serious issues, such as a rebuild of the Windows endpoint, is automated through simple and user-friendly wizards.
First-call ticket resolution improvement by 40%
Employees' first preference is to call the service desk. 1E makes that experience great by improving first-call ticket resolution through automated diagnosis and remediation built within the ServiceNow ITSM console. There is no need for remote control for the majority of issues. This deep integration got 1E the ServiceNow ISV Partner of the Year Award.
Autonomic management and preventative remediation
1E’s platform provides automated diagnostic and remediation capabilities for autonomic management. The Guaranteed State feature ensures that issues with a single endpoint or 100,000 endpoints are immediately detected and resolved, with zero impact on the network or client performance. The platform also provides a simple methodology for initially augmenting IT technicians and as the remediations are proven to make them autonomic.