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.

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.

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 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.

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.