AI-Enabled Service Desk for a 500-Person Wealth Manager

A national wealth management firm with over 500 employees across multiple offices faced mounting challenges in delivering a consistent, productive digital experience. As the organization shifted to a hybrid workforce, employees encountered slow IT response times, inconsistent access to critical tools, and fragmented support. These issues led to frustration, reduced productivity, and risk to compliance—particularly concerning in a tightly regulated industry. They needed a modern, proactive solution to improve their digital workplace experience and ensure secure, seamless employee interactions. IT360 Secure bundled managed services fit the bill.

The firm selected Silver Tree for its proven track record in modernizing digital employee experience (DEX), particularly in highly regulated industries. Silver Tree’s IT360 Secure solution offered a comprehensive approach that integrated support, security, analytics, and continuous improvement—centered around employee needs, while providing security and support that aligned with employee expectations and regulatory requirements.

Delivering Beyond Digital Employee Experience

While IT360 Secure significantly elevated the digital employee experience, it also laid a stronger technical foundation by standardizing and optimizing the firm’s desktop environment and deploying robust endpoint security.

• 24/7 Agile Service Desk: Implemented multi-channel support (phone, email, chat) to deliver rapid and consistent IT assistance, enabling internal teams to focus on more strategic initiatives.
• DEX Analytics and Reporting: Introduced real-time employee experience analytics to track satisfaction, system performance, and usage trends—providing actionable insights for ongoing optimization.
• Employee-Centric Tool Optimization: Personalized digital tools based on employee feedback and usage behavior. Introduced a continuous improvement plan to iterate on tools and processes that best supported hybrid work.

• 20% Productivity increase from digital tool optimization
• 40% Faster response times and 35% faster resolutions
• 64% Of service requests resolved via AI-enabled automation