Digital employee experience (DEX)

How can DEX reduce employee turnover?

Slow devices and crashing apps frustrate employees — and poor digital experiences drive turnover, especially among teams with demanding workflows.

Default DEX scores often only measure generic criteria that don’t reflect your environment.

SHI configures your DEX tool to track metrics that matter to you, like:

• application launch times;
• crash rates;
• VPN connection failures; and
• other bottlenecks impacting your users.

This creates a measurable feedback loop tied to real-time frustrations, enabling continuous improvement, boosting productivity, and improving employee retention.

How can I reduce recurring IT tickets without hiring more employees?

When employees submit IT tickets, productivity is already lost — and frustration begins to set in.

We analyze your ticket history to uncover patterns, like:

• driver failures;
• VPN disconnections; and
• application crashes.

Then we build self-healing scripts that run without human intervention to automatically resolve issues when certain criteria are met —often before your end users notice a problem.

The result? Fewer repetitive tickets for your team to handle and more time to focus on strategic work, without adding additional IT staff.

How do I know if my DEX solution is working?

Different roles have different IT requirements. Your engineers need more processing power than your administrative staff. DEX data uncovers exactly which users need which resources.

SHI enables persona-based analysis, grouping your users by real hardware and software usage patterns.

Our experts then recommend strategic allocation of hardware and software resources, based on actual usage and need, rather than a one-size-fits-all approach.

We continuously measure against initial benchmarks to see how changes impact employee sentiment — reducing hardware spend while improving performance for users who need it most.

How do I connect DEX data to my service desk?

DEX tools collect performance data. ITSM tools manage tickets. Connecting the two gives your service desk instant context when end users report problems.

SHI builds API integrations between your DEX and ITSM tool to enrich tickets and speed up resolution.

When a user submits a ticket, your team automatically sees their device metrics in the ticket interface, like:

• CPU usage;
• memory status;
• recent crashes;
• and app errors

These integrations give your IT team complete visibility into an issue and help prioritize responses based on impact and severity — cutting mean time to resolution (MTTR) significantly.