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From 6,000 support tickets to zero, with a single automation
When IT teams rely on assumptions, routine performance issues can quickly become expensive replacement projects. With Digital Employee Experience data, one organisation discovered that the answer was not 2,000 new computers, but five targeted replacements.
When employees report poor performance in demanding applications, the obvious response is often to invest in new hardware. But replacement is not always the right answer. Sometimes, the data points to a different and far more cost-effective solution.
“We often see clients surprised when they first turn on the solution. They move from subjective surveys and frustration to detailed insight into what users are actually experiencing,” says Torsten Granli, Senior Vice President at Conscia Observability.
That is the core of Digital Employee Experience (DEX): measuring the digital workplace from the employee’s perspective across devices, networks and applications, then using those insights to make better decisions.
“Our entire service is built around one question: how can we create the greatest possible business value from this data?” says Torsten.
The myth that everyone needs a new PC
Traditional device lifecycle management often relies on fixed replacement cycles, such as upgrading hardware every three years. Conscia takes a different approach through Device Optimisation and Lifecycle Management, using data to determine what employees actually need.
One example comes from a client with a large graphic design department.
“They had a large group of designers requesting 64GB of RAM in every device because applications such as AutoCAD were running slowly. The plan was to purchase around 2,000 new devices,” Torsten explains.
Before placing the order, the client asked Conscia to analyse the user experience and actual resource consumption.
“When we reviewed memory utilisation over time, we discovered that only five users were consistently reaching the limits of 32GB. Everyone else was operating well below that threshold. The business only needed to replace five devices, not 2,000,” Torsten says.
For the remaining employees, RAM was not the bottleneck. By basing decisions on evidence rather than assumptions, the organisation avoided a major hardware investment and extended the lifespan of its existing devices.
“A client that extends its device lifecycle by just one year can potentially save enough to cover the entire investment in a three-year contract with us. It is one of the clearest examples of measurable value we see,” he adds.
Device Optimisation also supports procurement decisions.
“We collect data from hundreds of thousands of devices across multiple industries. That enables us to identify which hardware models perform best for specific roles and sectors. It brings real evidence into the procurement process,” Torsten says.
Faster time to value through automation
One area where organisations often realise value quickly is Service Desk Optimisation. The goal is to reduce manual work and move away from reactive support.
“Many clients see around a 20% reduction in tickets within six months. The longer they use the service, the fewer issues reach the service desk,” Torsten explains.
To accelerate results, Conscia delivers DEX with a ready-made automation library.
“We have worked with more than 30 service desks in large organisations to build this library. Every automation is based on real challenges we have encountered with clients. Because these solutions have already been tested and refined, organisations can realise value much faster than if they started from scratch,” he explains.
Instead of switching between systems, searching for root causes and documenting cases manually, service desk teams gain access to proven, ready-to-use solutions.
“It is far more satisfying to provide users with a solution immediately than to spend time searching for the problem every single time,” Torsten adds.
Eliminating 6,000 support tickets
One of the clearest examples of automation in action comes from a large organisation in Sweden. Employees relied on docking stations connected to multiple monitors to do their jobs.
“Regular firmware updates caused the docking stations to stop working. Employees were suddenly left with only their laptop screens,” Torsten says.
The impact was significant.
“Every time this happened, around 6,000 support requests were generated. The organisation’s only option was to send support staff to each individual user. It was expensive, time-consuming, and created a considerable carbon footprint,” Torsten says.
Conscia implemented monitoring that automatically detected the issue and added a simple automated workflow.
“When the fault occurred, users received a pop-up message explaining that a firmware update had been detected and asking whether they wanted to fix the issue. If they selected ‘Yes’, an automation retrieved the correct solution from our library and applied it automatically in the background,” he explains.
The results were immediate.
“Since introducing the solution around two years ago, no new support tickets have been generated for this issue. We have effectively eliminated tens of thousands of service requests,” Torsten adds.
Reducing software costs and managing Shadow IT
The third pillar of Conscia’s DEX service focuses on software management and security. Many organisations pay for software that is rarely used, while also struggling with shadow IT and unauthorised applications.
“With our Software Spend & Security Optimisation module, we can identify every installed application and understand how it is being used. If hundreds of licences have not been used for months, the system can flag them and automatically remove them or create a ServiceNow ticket,” Torsten explains.
This is about more than cost reduction. It is also about maintaining a healthy and secure device environment.
“From a security perspective, organisations can define which applications are permitted and which are not. Private cloud storage services are a common example. If software that violates policy is installed, we can detect and remove it automatically,” he adds.
How Conscia’s DEX service works
Conscia’s Digital Employee Experience service consists of three core elements:
- Device Lifecycle Management
Data-driven insights that help optimise hardware replacement cycles, improve performance, and support smarter procurement decisions. - Service Desk Optimisation
A comprehensive automation library that reduces ticket volumes and shortens resolution times. - Software Spend & Security Optimisation
Greater control over licence usage, cost management, and the removal of unwanted software.
The service integrates with platforms including ServiceNow and is delivered as a managed service by Conscia specialists.
AI and the future digital workplace
While technology and savings remain important, DEX is increasingly about preparing organisations for the future of work.
Today, IT leaders often need to log into dashboards, filter information, and build reports manually. Torsten believes that experience will soon become far more conversational.
“Instead of logging into a platform and searching for information yourself, you will be able to ask an AI assistant. If you want to know why an application is performing poorly, you can receive the answer in seconds,” he says.
That means DEX data can become accessible to far more people across the organisation, not just technical specialists.
The conversation is also closely linked to attracting and retaining talent.
“The next generation of employees expects technology to work seamlessly. If they encounter slow processes and unreliable systems, organisations may struggle to keep them engaged. Delivering a strong digital employee experience is becoming essential for attracting and retaining the right talent,” Torsten says.
Built around business value
Interest in DEX continues to grow, although many leaders remain cautious about investing in new tools without understanding the return on investment.
“We have built this service with one priority in mind: client value. While we are experts in the technology, our role is to ensure that organisations use their data to create measurable business outcomes,” Torsten says.
Torsten describes Conscia’s role as a value partner.
“Many organisations invest in new technology but struggle to realise its full potential. Our job is to help them succeed and achieve real results from DEX. We are there to help ensure they get the value they expect,” Torsten concludes.
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