Nexthink

We use Nexthink to increase the digital experience of our employees. We track common problems and resolve them utilizing with an employee feedback loop module (Engage). Most recently we used the platform to rollout a new Password reset tool with much success. This platform allowed us to communicate clearly and track those who registered. Even more importantly, it gave us credibility with the employees since it was a relatively smooth experience.

Nexthink has been brought into Mondelez as we move towards end user experience being the focus of our IT business. We use Nexthink to really find the problems that cause the most amount of pain for our end users & work to resolve those issues. We have been impressed so far with the depth of ability to the product to help us with that task.

We use the product to assist in being proactive with out support for our users. This allows us to be able to reach out to our users before they even realize they are having an issue themselves. It also provides a platform for engaging with our users to get feedback, and improve our support with our end users.

Nexthink has been a game-changer in many ways especially as we worked our way through the Pandemic. We have used the Engage functionality in conjunction with HR and Corporate Comms to reach out to staff. Response rates using the engage functionality range from 50% to 95%. The emailed survey's never reached about 20%. We use the IP address information along with a script to capture when people are in one of our 125 offices. this has enabled the facilities team to better identify how we can restructure leases saving the company millions. We use it to push out upgrades to key engineering applications. Projects that previously took up to 6 months can be completed in less than 1 month. Upgrade projects use the investigation function to identify who needs an upgrade. The remote action with the engaging campaign enables us to drive the upgrades to completion. We have tied the information we collect in Nexthink to our CMDB in ServiceNow. This along with data collected in SCCM enables us to cross-check that people have the laptop they are assigned and catch systems that have been improperly transferred from one person to another and or systems that are no longer in use. Our Service Desk has information right in ServiceNow fed by Nexthink so that when they are on a call they have info that in the past they would have had to ask the user or remote to their desktop to find out this speeds up the time to resolution. There is so much more but these are some of the key ways Nexthink has been a paradigm shift from being completely reactionary to being proactively reactionary. The idea is to identify and address issues that end-users either just live with or don't realize they have. Either way identifying and resolving these issues improves the end-user technology experience and makes them more efficient.

We use Nexthink to improve the employee experience by monitoring qualitative and quantitative metrics. We have built processes around NT capabilities to ensure we have the right rituals and outputs in place to gain maximal value. The number of use case opportunities is substantial, so we work on identifying priority areas, for example reducing tickets into IT, proactive remediation, faster MTTR, and increased FCR. Our ambition is to fully design and deploy a voice of customer model that incorporates the capabilities of Nexthink.

Nexthink is the leading user experience tool in our toolbox for our company. It has been instrumental in moving our workloads from a reactive to a proactive support model. It has enabled our L1 and L2 teams to quickly assess, troubleshoot, and repair issues with endpoints without interrupting the customer during the day.

We leverage Nexthink on both Windows and macOS devices to gather information that is not immediately ready on other toolsets that manage the desktop. Nexthink also allows our teams to see patterns and collect long term trending to make informed decisions regarding purchases, end of life hardware and products, and roadmap timelines for implementing new technology.

Nexthink has made itself critical to our business functions and we are very much looking forward to the next generation of functionality that is on the horizon.

The data we receive from Nexthink allows us to monitor all types, from hardware to user sentiment data. Then we have what the actual end-users think. With this data, we can pick user groups and work with them from the data we have received to try and progress issues and be proactive. We can also try and help those silent sufferers who don't report issues, but we can see their struggles with the hard data.

We use Nexthink as our primary digital employee experience tool, and our use cases include: - proactive IT support - solve problems before they become to reduce support tickets to ease the pressure on our first line support teams and improve the user experience for end-users greater visibility of IT system status and laptop performance via dashboards automated remediation of issues and one-click fixes via the act functionality Investigative capabilities via the finder investigations interact with users via engaging, collect sentiment data troubleshooting individual device issues via the timeline.

We are currently using Nexthink to enhance our support services and the digital experience of our employees. Even though we have only been using Nexthink for a short period of time, we have already identified multiple ways that we can utilise the product to improve different areas of the business. The use cases are endless and the support and community behind the product are amazing.

Nexthink is a great tool, helping our customers resolve issues both Proactively and reactively. In the AI Era, customers across different industries for leveraging Nexthink to trigger campaigns for user feedback to measure device/application performance working from home or office. Traditional surveys via emails are old school and end-users like a more interactive platform to share their opinions. The automated remediation capabilities are changing the dynamics with our help desk and third-party providers. We can now take our ticket and machine analytics to develop detection and remediation acts to tackle our top tickets sources proactively - This is driving down cost and increasing user satisfaction. CMDB integration has helped improve Asset inventory with more reliable numbers. Our customers have been rigorously using Software metering to save $ on expensive licensed products. I have been able to enable multiple teams to perform root cause analysis on aging problem records as well as high-priority incidents. The new Application Experience module is a cherry on top to measure the performance of Cloud-based Apps with complimentary results of license usage via browser plugins.

We are using Nexthink to measure and increase the Digital Experience Score. Basically, this tool can be used to increase the performance of devices by proactive actions and automation like i.e. self heal remote actions. At the end of the day performance of devices is nothing else than the productivity of their user.

Nexthink is deployed via corporate operations IT to help monitor end-user devices and key services to our technicians and Engineers. We also use it for dashboarding purposes to track trends and have used it in the past for siloed reporting to assist with CMDB and application deployment management projects.