How Florida Blue Improves the Digital Experience Prognosis for Remote Workers with Lakeside
Summary
As public health guidelines and restrictions in early 2020 sent employees to work from home, and IT support tickets began rolling in, Smierciak and Florida Blue’s IT team quickly discovered their old way of troubleshooting was not sufficient for a distributed workforce. That rich repository of granular data from across the IT estate, combined with SysTrack’s intelligent analysis, then provides organizations with deeper insights into their digital environments, both in real time and through historical trends, as well as the issues that are impacting end-user experience and productivity. Insights from Lakeside’s Digital Experience Cloud has also helped Florida Blue address the critical question at the heart of every connectivity and network issue: Is it really the corporate VPN at fault, or is it the internet service provider? And it didn’t take long for Smierciak and IT teams to notice some immediate benefits: • Service desk staff had immediate visibility into end-user experience • Reviewing and diagnosing issues was faster since IT technicians can learn more at first touch • Precise graphing of each app and its time to launch, communicate, remote, and return • Detailed reporting on users’ home networking issues for both wired and wireless • Central location for system logging and filtering options to cut through the clutter Triaging also became much faster, thanks in large part to insightful, customizable dashboards that expand IT visibility across the enterprise’s digital environment. Uninterrupted productivity, faster troubleshooting, and a drastically reduced number of new devices shipped out to remote users experiencing connectivity issues have also helped the health insurance provider gain more value from Lakeside’s Digital Experience Cloud.
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