The Nexthink study shows: Manufacturing companies especially want to take the perspective of the users more into account, many respondents from the mechanical and plant engineering industry introduce as few new applications as possible in order to avoid problems. […]
The great importance of Digital Employee Experience (DEX) has arrived in the mechanical and plant engineering and industrial production sectors. This is shown by a study* by Nexthink among 300 IT experts from six industries in Germany, Austria and Switzerland. For the majority (industrial production 81%, mechanical and plant engineering 70%), the topic of DEX plays an important role and should be promoted with a specially responsible team or employees (industrial production 76%, mechanical and plant engineering 66%).
Resolve IT disruptions quickly and systematically with high automation
Manufacturing companies in particular are planning comprehensive measures for trouble-free digital work environments. 87 Percent (average 81%, mechanical and plant engineering 75%) will use systematic processes and tools with a high degree of automation to speed up troubleshooting of digital workstations.
According to the Nexthink study, metrics and key performance indicators are on the agenda of 85 percent of manufacturing companies to measure the quality of digital workplaces (average 76%, mechanical and plant engineering 72%). A similar picture can be seen in the plan to use a central management platform for the IT helpdesk, which covers everything from ticketing and user communication to reporting, analysis and troubleshooting instructions.
Predict and prevent IT disruptions with predictive analytics
What are the causes of IT disruptions? For answers to these questions, 85 percent of the companies surveyed from the manufacturing industry (average 75%, mechanical and plant engineering 68%) plan to use an integrated system that correlates data from the IT backend with the management platform of the service desk.
Predictive analytics technologies such as big data, artificial intelligence and machine learning are also very popular in industrial production with 81 percent in order to predict or prevent possible disruptions (average 76%, mechanical and plant engineering 75%).
The majority live with compromises in the digital workplace
The measures are a logical consequence of the fact that so far people have been waiting for IT disruptions rather passively, instead of proactively and with high automation to avoid them from the outset. It should be considered critically that the majority of the companies surveyed live with many compromises in the digital workplace (industrial production 70%, mechanical and plant engineering 62%). In addition, many malfunctions occur again and again (industrial production 46%, mechanical and plant engineering 55%) and their elimination usually takes a very long time (industrial production 57%, mechanical and plant engineering 58%).
In the event of IT disruptions, the situation of the users is unnecessarily complicated
The situation is also unnecessarily complicated for users. They often remain unclear how long a disruption will last (industrial production 70%, mechanical and plant engineering 66%) and the IT self-service portal often proves to be not very helpful (industrial production 48%, mechanical and plant engineering 62%). In addition, users are only inadequately informed about major or planned impairments at the digital workplace (industrial production 85%, mechanical and plant engineering 77%).
Frustrating from the user’s point of view is that although employee feedback is obtained, this usually does not lead to improvements (industrial production 54%, mechanical and plant engineering 70%).
Often the abandonment of new applications due to possible additional problems
The existing shortcomings in the IT experience of employees are particularly evident with regard to the introduction of new applications. A full 91 percent of respondents from manufacturing companies believe that more or better assistance should be provided for new applications (mechanical and plant engineering 81%). To make matters worse, end users avoid calling the ticket hotline if they have problems with new applications (industrial production 57%, mechanical and plant engineering 72%).
The result: as few new applications as possible are introduced in order to avoid problems, as confirmed by 59 percent of respondents from industrial production and a full 75 percent from mechanical and plant engineering.
DEX and the perspective of the users are gaining in importance
The results of the Nexthink study show that with the dynamic development of digitization, the topic of digital employee experience is also coming to the fore for companies. 81 Percent from industrial production and 83 percent from mechanical and plant engineering say that this topic will have a high priority in their company. And above all, the manufacturing companies (80%) want to take more account of the perspective of the users – an aspect that is much less in focus in mechanical and plant engineering with 55 percent.
*The complete Nexthink DEX Study 2021 (DACH) is available at: https://www.nexthink.com/de/ressource/dex-studie-2021-dach/