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Modern Digital Workplace

Improve employee's productivity with secure, consistent and responsive technology experiences wherever they work, while reducing support effort, controlling costs and improving visibility across the workplace estate. 

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Better productivity
starts with technology

Technology experience has become a measurable driver of productivity, employee engagement, retention and customer outcomes. Technology friction acts as a hidden productivity tax.

It accumulates through slow devices, application issues, access challenges, fragmented support and unresolved incidents, quietly reducing efficiency and increasing operational cost.

Modern Digital Workplace helps remove this friction by creating a secure, responsive and measurable experience across users, devices, applications and support services. Employees receive the reliable tools and effective support they need to do their best work. Leaders gain clearer visibility into experience, performance, support demand and risk, helping them target improvement where it will have the greatest impact.  

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business-colleagues-meeting-office-hall (1)

Better productivity starts with technology

Technology experience has become a measurable driver of productivity, employee engagement, retention and customer outcomes. Technology friction acts as a hidden productivity tax. It accumulates through slow devices, application issues, access challenges, fragmented support and unresolved incidents, quietly reducing efficiency and increasing operational cost.

Modern Digital Workplace helps remove this friction by creating a secure, responsive and measurable experience across users, devices, applications and support services. Employees receive the reliable tools and effective support they need to do their best work. Leaders gain clearer visibility into experience, performance, support demand and risk, helping them target improvement where it will have the greatest impact.

 

Proof in the numbers

Reduction in service cost over the measured period 43%
Realised savings over the period R530m
Incident resolution SLA compliance improved from 89% to 99.5%
First call resolution improved from 42% to 62.5%
Monthly incident volumes reduced from 19 000+ to 8 900
Customer satisfaction increased from 87% to 96%

 How we deliver the workplace 

 

 Our managed model brings six connected services together: omnichannel support, end-to-end device management, endpoint security, identity and access management, asset management, and digital experience management (DXI).  

 These services operate on an IT service management and governance foundation aligned to recognised practices, including ITIL 4, SIAM and COBIT. Digital experience telemetry is combined with device, application and network performance data to expose friction and prioritise action. 

Our service desk, Command Centre, agile operations teams, field capability and supply chain then provide one operational view and accountable delivery across the workplace estate. 

1
Workplace operations value chain

Employees make contact through their preferred support channel 

  • Call
  • Email
  • Live chat
2
AI-enabled ITSM capability

Our AI-enabled ITSM capability allows our support agents to  

  • Improve ticket management, categorisation and resolution faster
  • Proactive monitoring and telemetry help identify issues and opportunities
  • AI and automation reduce repetitive effort and enable proactive remediation
3
Agile squads and field teams

Agile squads drive service improvement, and field teams provide 

  • On-site intervention, device logistics and lifecycle support where physical action is required
  • Experience and operational data continuously inform the next improvement cycle.

Where this has already worked

employees-computer-night-finance-chart-planning-screen-data-analytics-business-people-brainstorming-teamwork-graphs-sale-profit-statistics-investment-revenue (1) Case study
FSI Large Retail Bank

Large retail bank: improved workplace support across seven corporate offices and 560 retail branches. 

43% reduction in service cost over the measured period
R530m in realised savings over the period
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Secure by design and operation. 

 A secure workplace requires visibility, control across identities, endpoints, devices, assets and support processes. Our managed solutions approach connects endpoint security, identity and access management, asset and CMDB records, device health and service context. This improves visibility of the estate and supports consistent governance across office, branch and remote environments. ITSM controls, accountable operations and experience monitoring help teams identify risk earlier while giving employees secure access and responsive support without unnecessary friction. 

Related capabilities

Related capability Intelligent Digital Operations

Unified Observability

Provides visibility across devices, applications and infrastructure to help identify employee-impacting issues sooner.

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Related capability Intelligent Digital Operations

AIOps and Intelligent Orchestration 

Reduces workplace disruption through intelligent automation, correlation and proactive remediation. 

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Related capability Intelligent Digital Operations

Managed Operations

Delivers the 24/7 operational support, governance and expertise that underpin workplace services.

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 Can you see where workplace technology is slowing people down? Let’s assess your workplace experience.
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