How Data Helps Dell IT Improve Team Member Experience


In an increasingly data-centric world, it isn’t surprising that data is the new currency for IT organizations striving to keep pace with the changing user demands of today’s hybrid workforce. But how do Team Member Experience (TMX) teams begin to make sense of the virtual sea of system, incident, user satisfaction and sentiment data to make sure they are delivering the best, most reliable tools and technologies to enable team members everywhere they work?

For TMX at Dell Digital, Dell’s IT organization, the answer is a data-centric practice featuring a newly launched TMX Data Platform and a laser focus on our team members.

About a year ago, Dell Digital TMX began to transform the way we use data to better tailor our services to the 130,000 team members we serve across Dell in response to the evolving hybrid workplace environment.

We had to find new ways to support team member productivity, enable them with the right technology and ensure that technology worked optimally for them across different personas and locations.

The TMX organization launched an effort centered on putting together tools and processes to gather and leverage TMX data via a single platform. We also put in place practices to see data in real time to better detect, fix and even prevent issues before they arise.

While it is still early in our transformation, we are already seeing improved system operations and positive feedback from team members. System operations gains thus far include reducing the mean time it takes to address IT issues from hours to minutes. We have also avoided PC performance issues by pinpointing application problems in real time.

More Direct Engagement with Team Members

TMX has long tracked team member feedback via a quarterly “Pulse” survey in which a sampling of team members ranks various aspects of IT services. We have a Voice of the Team Member group that continues to conduct that survey but has expanded its conversation with team members through a number of engagement channels, including a volunteer champions network.

The champions’ approach is to create a representative sample of the entire company, through the engagement of volunteers whose feedback can be cascaded to relevant organizations.

We provide champions with information and context around what we are doing, whether it’s security related or providing new features. We offer them pilots, so that they can try new things and give us feedback around whether tools are helpful or not.

Pilot studies give us empirical data around new offerings. If we’re seeing increases in team member satisfaction scores (CSAT) in the pilot groups, we can forecast similar success when we roll these technology services out to the whole company. Also, we gain information about the systems data and how it correlates to the improvements we achieve in CSAT.

However, these new engagement statistics are part of a much broader TMX data focus that correlates experience data with systems and…

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