Centene Embraces Creativity in their Digital Experience Management

Centene is a healthcare enterprise commited to helping people live healthier lives. And within their own workplace, the Experience Reliability Engineering (XRE) department is tasked with ensuring employees have healthier experiences with their technology. Nexthink supports the team to improve the experiences that employees have at work every day as they interact with their digital workplace – from having hardware that works when it needs to, to applications that run so smoothly, you hardly know they’re there.

Running such a smooth digital workplace doesn’t always come easily. But Timothy Donovan, Director of IT, XRE, encourages his team to take a creative approach to solve their problems.

“I preach to them that the Nexthink platform is only limited by the creativity of the engineers that use it. So as creative as they can be, the platform can deliver on that.”

When a cybersecurity vendor was causing a security issue, the XRE team put their creative chops to work, leveraging Nexthink to identify and resolve the issue faster.

The Challenge

Centene was notified by one of their federal partners of security issue with their cybersecurity and systems management vendor Tanium. This first alert from a partner offered more questions than answers: what were the issues at play, what was the root cause of the issue, and how quickly could they get the issue resolved?

Stakes were high. Security vulnerabilities are not tolerated by partners, especially federal partners. Centene hold themselves to the highest levels of security and compliance. This issue jumped to the top of the priority list, and the XRE team turned to Nexthink to begin diagnosis.

The Approach

The first thing that the XRE team noticed was a drop in Digital Employee Experience (DEX) Score. The DEX Score is a metric unique to Nexthink, calculated by compiling a range of hard and soft metrics such as application performance and employee sentiment, the DEX Score offers a simple way to measure your employee’s experiences with their digital workplace.

From there, the team was able to isolate specific devices on which the issues were occurring. With a view of their entire enterprise in a single pane of glass, they quickly isolated the incidents and pinpointed the exact location of the issues. Within 15 minutes the company was able to identify a trend in crashes within their security agent. They then teamed up with their Citrix partners to find the upgrade process issue and implement a fix.

The Result

Within a week they were able to reduce crashes from 1.25k crashes per day to zero. By taking a creative approach to problem solving, and embracing experience level metrics, the team completely eliminated the issue across the entire enterprise – bringing their security environment back into compliance before any risk was realized.

This creative approach to IT ensures compliance and provides a better working experience for employees – but it has benefits for IT as well. By adopting a DEX strategy and building a team around the employee experience of their digital workplace, the IT practitioners at Centene are excited for the challenges they face at work every day. Instead of spending all day firefighting and chasing down mysterious and frustrating IT issues, the engineers at Centene get to focus on finding creative and innovative approaches to build the best possible digital workplace for Centene’s employees.

“I get to work with the teams to find problems and solve issues that our users don’t even know are happening,” Says Timothy Donovan. “And it’s been something that I love to do everyday, and I know that my teammembers absolutely eat up the information and the impact that can be made.”

The Nexthink Infinity platform leverages the AWS Cloud solution to offer unparalleled visibility into the Digital Employe Experience for enterprise IT teams.

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