For many professionals, digital disruptions like sluggish software, crashing applications, and outdated laptops are a regular part of the workday. While each individual incident may not be particularly frustrating, when compounded over a week and across an entire organization, the total time and energy wasted due to “digital friction” becomes significantly concerning. Research conducted by digital solutions provider TeamViewer indicates that 42% of organizations have suffered direct revenue losses linked to this issue.
Traditionally, IT support has been a reactive process, often leading to repetitive troubleshooting, according to Sebastian Schrötel, TeamViewer's senior vice president for AI, automation, and technology. “It’s a conventional approach,” he notes. “When I have a computer issue, I submit a support ticket, wait for someone to address it, and eventually get a solution,” resulting in lost productive working hours during the resolution process.
The most apparent drawbacks are productivity and sales losses, with nearly half of businesses (48%) acknowledging delays in essential operations or projects due to digital friction. Moreover, constant technical issues can deter valuable employees, leading many to consider finding new job opportunities. TeamViewer's findings reveal that 36% of staff have thought about leaving their positions because of digital frustrations.
Schrötel defines digital friction as anything that impedes the expected performance of a digital workplace. This discord generates negative feelings among users, who may feel frustrated when devices lag or malfunction. Alarmingly, TeamViewer’s research shows that around 6% of people have even experienced emotional stress, such as crying at work, due to these digital hindrances.
While a shift from reactive to proactive support can seem like the solution, Schrötel suggests a deeper transition is necessary. The true competitive advantage lies in moving towards predictive support, with a focus on enhancing the digital employee experience.
Identifying issues promptly is crucial, and Schrötel, with over a decade in workplace AI, leads TeamViewer ONE—a unified IT platform designed to support digital workplaces. Originating from its foundation in remote work technology, TeamViewer ONE offers a robust suite of tools for endpoint management and automation aimed at real-time solutions, helping to identify and mitigate bottlenecks before they escalate.
According to Schrötel, continuous real-time telemetry data from company devices helps IT staff and AI tools address problems proactively—even before support tickets are created. Notably, many employees, referred to as “silent sufferers,” often do not report their issues, which prolongs resolution times if organizations rely solely on traditional reporting methods.
However, human input remains vital. TeamViewer ONE incorporates digital employee experience (DEX) monitoring, combining quantitative data from devices with qualitative insights from user feedback, surveys, and support tickets. This integrated approach offers organizations a comprehensive view of employee satisfaction and engagement, highlighting improvements as minor irritations are resolved.
With sufficient data and time, TeamViewer ONE can detect common pain points across the organization and implement anticipatory solutions. Importantly, Schrötel reassures that no changes are made without user consent, unless configured otherwise. While AI serves as a powerful ally, the human element remains integral to the process at TeamViewer.
“Work is evolving to focus on higher-value tasks,” he explains. “IT professionals will still be essential, but they won’t be bogged down with the same issues repetitively. Instead, they’ll collaborate with AI to analyze data, identify root causes, and implement effective solutions. This partnership enhances productivity while maintaining human oversight.”
As for how knowledge workers have embraced their AI-powered colleagues, Schrötel reflects on past user interviews where service center employees expressed relief at the prospect of no longer managing repetitive tasks. “Their response was overwhelmingly positive—they were grateful for the help,” he shares.
Explore how TeamViewer ONE can empower your IT teams to preemptively tackle emerging challenges.
