Frontline workers are where strategy meets reality. They're the ones resolving customer issues, keeping operations moving, and representing your organization in the moments that matter most. Investing in the right technology for them pays off across the entire business.

The good news is that most organizations already have the foundation in place. The opportunity lies in going deeper, closing accessibility gaps, strengthening engagement, and putting emerging technology to work where it counts. Here are six ways to close the gap.

1. Get more from the frontline tools you already have

Most frontline platforms are capable of far more than organizations ask of them. Adoption tends to stop at basic use cases like shift scheduling and task management, rarely extending to broader workflows like issue reporting, safety processes, onboarding, and training. When frontline teams can document issues and escalate problems directly from their devices, organizations typically see faster resolution times and improved operational efficiency, particularly in asset-intensive environments like manufacturing.

Centralized endpoint management capabilities give organizations better visibility into frontline technology usage, helping enforce security policies and manage device life cycle across distributed environments.

Put it into practice: Most organizations are leaving value on the table by underusing the tools they've already paid for. Look beyond basic functionality to connect frontline workflows from end to end. Communication, issue reporting, safety processes and training can all run through the same platforms your teams already carry. Unified endpoint management gives IT the visibility and control to make that happen at scale across distributed environments.

Getting the most from existing tools is step one. Step two is making sure workers can reach them.

2. Make your frontline technology easy to reach

When frontline workers have fast, reliable access to their devices, the difference shows up in productivity and responsiveness. The challenge is that many organizations still rely on shared or fixed devices that create friction throughout the shift. Locating a device, logging in, completing a task, and returning to the field adds up. Over the course of the day, those minutes matter, particularly in time-sensitive environments like healthcare, manufacturing, and logistics.

Put it into practice: Audit how and where frontline workers access their devices throughout a typical shift. Replace fixed devices with portable options that enable easy, secure access. For shared kiosks, prioritize placement and availability across the facility, so workers aren't losing time tracking down a terminal.

Better access means faster action. And faster action has a direct line to the customer experience.

3. Connect frontline performance to customer outcomes

What happens on the frontline doesn't stay on the frontline. When teams have fast access to information and connected workflows, they can respond to inquiries and resolve issues more quickly – and customers notice. That link between frontline enablement and service quality is one of the strongest arguments for sustained investment in this area.

Put it into practice: Define clear KPIs to measure the impact of frontline technology on both workforce and customer outcomes. Build feedback loops with frontline workers and customers, so leadership stays current on what's working and what isn't. CSAT scores are a good starting point, but productivity and employee retention trends tell a fuller story.

A well-equipped frontline team makes the whole organization look better. That starts with how connected your frontline workers feel to the broader organization.

4. Connect your frontline to the broader organization

Frontline workers shouldn't feel like they're operating in a separate universe from the rest of the organization. Many companies invest in engagement through workshops, team events, and community platforms, but technology remains underused as a connector. Frontline workers who feel linked to leadership, corporate communications, and peer communities are more likely to stay engaged and stay put.

Put it into practice: Use digital communication platforms and employee experience tools to bring frontline teams into the larger organizational conversation, including corporate messaging, resources, and recognition programs. Digital signage is one practical way to keep frontline workers connected to company updates and recognition in environments where screen time is limited. The right tools help, but people stay where they feel valued. Build engagement strategies that make frontline workers feel seen, not just supported.

Engagement and retention set the stage for the next priority: making sure new team members get up to speed fast.

5. Cut the time between hiring and contributing

Digital training platforms and embedded learning tools have made it faster and more practical than ever to get frontline workers up to speed. The challenge is that many organizations still rely on traditional training approaches that are time-intensive and slow to scale, creating a gap between hiring and productivity that costs time and money.

Put it into practice: Use frontline-specific platforms to deploy and optimize training and onboarding programs, certification courses, and skill development opportunities. Integrating device and application provisioning into onboarding workflows helps new employees hit the ground running and reduces IT overhead. Persona-based provisioning tailors the technology experience to each worker's role from day one. Building communities of subject matter experts keeps knowledge flowing across the frontline long after onboarding ends.

Onboarding and training lay the groundwork. Emerging technology is what takes frontline operations further.

6. Take frontline technology further

AI, machine learning, automation, and advanced analytics are moving from experimentation to real operational impact on the frontline. Organizations that are putting these capabilities to work are seeing meaningful gains in decision-making, issue resolution, and customer interactions. Adoption varies by industry, but the momentum is clear and the use cases are multiplying.

Put it into practice: Identify where AI and automation can have the most immediate impact on frontline workflows, whether that's predictive maintenance, real-time guidance, or customer support. Prioritize use cases that deliver measurable productivity gains and reduce manual effort. Start focused, prove the value, and build from there.

The technology is ready. The question is where your organization wants to go first.

Build from the frontline

A strong frontline enablement strategy doesn't happen in one department. It takes coordination across IT, HR, and line-of-business leaders to make sure technology investments translate into real workforce and customer outcomes. The organizations getting this right are being deliberate about the basics: the right devices, the right platforms, the right support, and a culture where frontline workers feel like a priority.

This is work Unisys does every day, across industries and geographies. We know what good looks like because we've built it.

Learn how Unisys can help you build a frontline technology strategy that delivers.