Four Keys to Enhancing the Digital User Experience


There’s a lot of pressure on companies to implement digital transformation initiatives and find new ways to incorporate technology without unfavorably impacting the user experience. Businesses already see the value of becoming a digital enterprise. In fact, 88 percent of the IT managers we surveyed say digital transformation increases employee productivity, and 77 percent believe it increases customer satisfaction.


However, industry leaders must find the balance between offering technology that aids in worker productivity for the business with the technology that consumers demand. CIO and IT managers must strive to find appropriate digital service platforms that meet a myriad of needs for their customers or else risk falling behind.

A study by Genpact states that as many as two-thirds of digital transformation projects fail to meet expectations. The study reports that communication between business and IT teams are a large part of the problem. In addition, a report by The Kelly Review and an article by the Macaw Buzz claim that these failures are mostly due to poor coordination and failure to plan for its effect on the customer experience. Not only do industry leaders need to meet demands of speed, performance, and availability, but they also have to minimize disruptions and deliver a good customer experience. In other words, they need Digital Service Assurance, which enables IT teams to use monitoring, analytics, and automation to provide a better user experience.

To implement a successful digital transformation, businesses must find solutions that address the major issues affecting workers and IT teams before they trickle down and impact the customer experience. Industry leaders should prioritize the following four considerations and learn how BMC’s Digital Service Assurance solutions have helped legacy businesses adapt.

1.    Identify Bottlenecks

Workflow and application performance bottlenecks can slow down even the most efficient companies, leading to frustrated users and a negative user experience. The potential for bottlenecks increases exponentially as businesses grow, but predictive analytics can help organizations stay in front of problems before they happen.

For example, financial services company Société Générale relies on BMC’s TrueSight Operations Management platform to monitor its IT environments. This solution uses real-time analytics to spot performance issues before they impact workers and customers. The self-learning and predictive analytics functions help Société Générale’s IT department identify, and adjust to user demand patterns, which ensures productivity throughout the organization.

2.    Reduce Outages

Businesses that set aggressive production and productivity goals need their systems to run at maximum efficiency at all times. Not only do they need to meet their internal goals, but their customers demand to receive their services on time, when they want them. Outages and down times greatly affect these companies and can put them significantly behind schedule. This is where fast and efficient troubleshooting, application management, and performance monitoring is essential.

For example, Lockheed Martin Aeronautics Company strives to build an F-35 fighter jet every single day. Even a small hiccup in the company’s process can set off a chain reaction that interferes with production, so Lockheed relies on its IT team to keep its engineering and manufacturing applications running at optimal performance. Its IT department uses a set of BMC business management solutions to keep production on track. BMC’s Discovery automates asset discovery and quickly maps applications to business services. Meanwhile, the service modeling and reporting tools in Atrium Configuration Management Database (CMDB) create a central reference point for managing IT infrastructure and services. Together these platforms improve the performance of 1,500 applications, reduce the risk of outages, and keep Lockheed on target to meet its production goals.

3.    Monitor in Real-Time

Customers do not like waiting for their questions to be answered and their problems to be resolved. Thanks to the Internet and social media, the second is the new minute and customers demand immediate problem solving and response times. This is where real-time monitoring and support helps businesses provide excellent customer service.

For example, nearly 25,000 students, staff, and faculty rely on Northwestern University’s IT department to provide tech services across all three of its Illinois campuses. As the college outgrew its legacy technology, IT support teams were forced to manually review problem logs to figure out what went wrong every time an issue cropped up. Problems took a long time to resolve, resulting in a sub-par user experience for students and university employees.

Increasingly frustrated with a lack of visibility into application health, availability, and performance, the school turned to BMC’s TrueSight App Visibility Manager to help its IT teams identify potential problems and keep systems running smoothly. Real-time monitoring and diagnostic tools save support teams hours of unfocused troubleshooting and help the IT department make better decisions on how to improve performance, all of which results in a better user experience.

4.    Personalize User Experiences

Digital_experience_blog2Digital transformation initiatives affect more than just IT departments, so digital platforms must reliably meet performance standards for customers, partners, and employees. If all the departments within a business can’t reasonably learn and use the new solution, it is not benefiting the company as a whole. Everyone from the most tech-savvy IT specialist to the intern needs to understand how the new technology makes their job easier and more efficient. Even more importantly, if businesses’ customers can’t intuitively figure out how to use the solution, it’s more of a hinderance than a solution. Digital Enterprise Management solutions must improve worker productivity without sacrificing a quality customer experience.

More than 151 million mobile customers, 30 million fixed-network lines, and 17 million broadband lines rely on Deutsche Telekom for service. Even a slight outage can be costly. When they needed help to reduce service interruptions, and speed problem resolution for their more than 1,000 mission critical applications, they chose TrueSight Middleware Management. The transparent view of transaction performance and availability has allowed Deutsche Telekom to improve the change success rate, resolve problems faster, and reduce the number of outages. This faster issue resolution has led to improved customer satisfaction, and early warning notifications enable the right people to step in even before disruptions occur.

As seen from our partnership with the above companies, BMC’s Digital Service Assurance solutions ensure a quality experience by customers in ways older technology can’t. Our solutions combine data collection, real-time analytics, automation, predictive intelligence and real-time diagnostics to help businesses not only keep up with their competitors but lead their industry.

Video: BMC Digital Enterprise Management

Watch this short video to see how BMC solutions make sure that IT digitally transforms business.

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