Enhancing Digital Employee Experience for a Wealth Management Client
Tailored IT solutions boosted a wealth management firm's productivity.
Challenge
A leading wealth management firm with 500 employees across multiple offices faced difficulties supporting a remote and hybrid workforce. Employees experienced issues accessing critical applications, slow IT support, and insufficiently personalized digital tools, which hindered productivity and satisfaction. The firm also struggled with managing desktop infrastructure, endpoint security, and incident handling, risking compliance and operational efficiency.
Why Silver Tree
Silver Tree was brought in to cut through the complexity and transform the firm’s Digital Employee Experience (DEX). With a comprehensive suite of managed services, like Agile Service Desk, Managed Desktop Services, and Endpoint Security, Silver Tree ensured seamless, secure, and personalized digital interactions for employees. Additionally, Silver Tree’s tailored approach enables the business to be agile, efficient, and most importantly secure and compliant, which is important for regulated industries like wealth management.
Actions Taken
Agile Service Desk: Implemented a 24/7 Agile ServiceDesk that provided multi-channel support (phone, email, chat) with a rapid response and resolution framework, which allowed the IT team to focus on more complex issues.
Managed Desktop Services: Standardized and optimized the firm’s desktop infrastructure through Managed Desktop services and provided proactive monitoring and patch management, ensuring that devices were up-to-date and operating efficiently, reducing downtime and disruptions.
Managed Endpoint Security: Implemented robust Managed Endpoint Security solutions, including encryption, antivirus, firewall management, and continuous monitoring of all endpoints. Regular vulnerability assessments and audits were performed to ensure compliance with financial industry regulations and best practices.
Digital Employee Experience (DEX) Optimization: Personalized digital tools based on employee feedback and created a continuous improvement plan to refine processes and tools.
Employee Analytics and Reporting: Implemented DEX analytics and reporting, tracking user satisfaction, system performance, and usage patterns, to provide ongoing insights into the digital experience, highlighting areas of improvement and future optimization opportunities.
Outcomes
- Employee satisfaction with IT support and tools increased by 30%, as measured through feedback surveys
- Agile Service Desk reduced response times by 40% and resolution times by 35%, minimizing disruptions
- Endpoint Security reduced vulnerabilities by 25% while ensuring regulatory compliance
- Optimized digital tools boosted productivity by 20%, particularly in accessing critical financial applications remotely
About Silver Tree
Today, Silver Tree delivers a comprehensive suite of IT solutions and services across five key areas: workforce solutions, managed infrastructure (cloud and SaaS), managed security, application modernization, and data modernization. Backed by decades of experience and a proven global operating model, we help businesses innovate, enhance productivity, and drive sustainable growth.
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