WXP: Helping Channel Partners Spot IT Issues Before Customers Do
Help desk tickets often arrive too late. Discover how AI-powered analytics help partners spot emerging IT issues early, improve employee experiences and strengthen customer retention.
Reliable, user-friendly technology is essential for today’s businesses to remain productive and efficient. But over time, devices inevitably slow down, applications become unreliable, and network performance fluctuates. This rarely happens all at once; instead, it’s a gradual process that leads to employee frustration.
According to NTT DATA's Lifecycle Management Report, 80% of organizations agree that inadequate or outdated technology is holding back progress and innovation efforts[1]. And worryingly, 34% of employees report they are living with ongoing problems they believe their service desk can't fix[2].
Without the right endpoint management solution, MSPs and VARS often miss early signs that customer contracts are at risk. By the time issues show up in a help desk ticket, poor employee experience has already influenced renewal discussions. When a user logs a complaint with their IT team, they may have already been dealing with performance issues for days or weeks.
To ensure customer relationships remain positive and technology issues are identified early, adopting more proactive, data-driven strategies is key.
HP’s Workforce Experience (WXP) platform provides this. The AI-powered, cloud-first platform can be used to monitor and manage a variety of IT assets, including compute, software, storage, network systems and print services.
By gathering comprehensive telemetry from across a client’s device fleet, and using AI to spot patterns, WXP provides a clear picture of device health, enabling MSPs and VARS to proactively identify and fix issues that point to device degradation.
The unified platform provides continuous visibility into customer devices through real-time insights and predictive analytics, and can identify signals that point to emerging problems, such as increasing boot times, intermittent application crashes or unstable network performance.
Overall, this has led to a 20% reduction in mean time to resolution and a 30% reduction in device-related downtime[3]. And HP’s recent recognition as a Leader in the Gartner Magic Quadrant for Digital Employee Experience (DEX) Management Tools further highlights the growing importance of this space.
Masooma Naqvi, VP Digital Services, HP said: "We built WXP with partners in mind from day one. Our goal was to give MSPs and VARs the insights they need to move from reacting to IT issues to proactively helping customers improve employee experience and business outcomes. WXP equips partners with insights to lead strategic conversations and deliver value before issues impact employees."
WXP helps MSPs and VARs further accelerate their services business by reducing costs, expanding margins, and providing an integrated hybrid ecosystem to drive KPIs, changing how they approach technology refresh conversations.
As the technology needs of the distributed, hybrid workforce change over time, the endpoint management landscape must also adapt, moving away from break-fix support and towards continuous optimization, using AI to stay ahead of IT problems so employees remain happy. WXP exemplifies this, and in an environment where customer experience increasingly determines retention, it provides much-needed visibility and control over entire digital ecosystems.
To discover how WXP can transform IT from infrastructure to impact, visit workforceexperience.hp.com.
[1] https://services.global.ntt/en-us/campaigns/2024-infrastructure-lifecycle-management-report
[2] https://www.forrester.com/report/the-state-of-the-service-desk-2022/RES177425
[3] https://h20195.www2.hp.com/v2/GetPDF.aspx/4AA8-5218ENW.pdf