In an organization driven by people and patient-centricity, Philips understands that delivering the best experiences for their customers starts with providing positive experiences for their employees. When their employees are supported and engaged, they are better equipped to deliver top-quality care outcomes for their customers.
With more than 37,000 employees globally situated in over 100 countries, Philips needs their vast employee base to operate efficiently to provide long-term value for their customers.
By integrating their people-centric approach into their IT strategy, Philips recognized that reducing the technical burdens employees face was the key to success in boosting efficiency and productivity.
*Philips’ Nexthink environment is managed by US multinational corporation, DXC Technology.
The Problem
Like many large organizations, Philips faced the challenge of reducing the manual time consumed by identifying and remediating IT issues. The IT team frequently found themselves answering calls for the same application and device issues, taking up time and manual effort to identify and remediate the same issues over and over again.
One application that consistently frustrated the team was Microsoft Teams. With Philips' highly distributed and diverse workforce, any technical problems with communication tools can have a significant impact on workflows. The issues within Teams were causing severe employee frustration, communication breakdowns, and decreased productivity, ultimately impacting operational efficiency across the organization. Addressing each individual incident manually couldn’t keep up with the influx of issues, so the team needed a new approach.
The Approach (Leveraging Nexthink Automations)
With Nexthink already in place, the team decided to explore leveraging automated remediations to address the high volume of repetitive Teams issues.
Many of these issues could potentially be resolved by L1 agents at the service desk, so the team turned to Amplify to put the vast visibility data from Nexthink at these agents' fingertips. With Amplify, agents no longer need to remote into employee devices or rely on employee perception of the reported issue. Instead, they can see real-time data on the state of the machine and key applications with a single click on a browser extension, and fire off pre-approved automated remediations to resolve common issues.
The team at Philips pre-configured single click fixes for their most common Teams performance issues, such as call quality, video disruptions, and other similar issues, enabling L1 service agents to resolve easily, without the need for costly escalations. Now when a service desk agent sees a ticket come in for Teams, they can click the Amplify browser plugin, diagnose the root cause easily and remediate in a single click – without imposing on the employee’s time.
The Impact
By deploying single-click fixes behind the scenes, Philips resolved these Teams issues without disturbing employees. The IT team are no longer bogged down by manual remediation that previously took hours to trouble shoot, and instead have the ability to implement quick fixes with a click.
For employees, the benefits are equally as impactful. Frustrating delays have been eliminated, enabling a smoother, more uninterrupted workday. Technical issues in Teams are often resolved before employees are even aware, ensuring seamless communication that boost productivity, and enhances their overall experience with collaboration tools.
By minimizing downtime and maximizing operational efficiency, Philips ensures that their employees can consistently deliver high-quality services and provide an exceptional experience for their customers.
Philips plans for AI in the digital workplace
With Philips already utilizing automated remediations to move away from a reactive IT environment, the team are keen to utilize Nexthink in their AI roadmap to take their proactive IT strategy one step further.
Philips plans to integrate Nexthink with their chatbot to create an AI-driven support system, giving employees instant access to information and enabling them to resolve issues independently when possible. By integrating the two, Philips aims to reduce the reliance on live agents, empowering employees to manage their devices more efficiently and proactively.
To learn more about Philips’ journey with remediated automations and AI integration, watch their recent 10-minute webinar ‘Enhance the User Experience Through Automation & AI with Philips’.
