TrustRadius Insights for Nexthink are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Nexthink has become an integral tool for L1 and L2 teams, allowing them to efficiently address and resolve endpoint issues without disturbing customers during their workday. By providing insights into patterns and long-term trends, Nexthink empowers these teams to make informed decisions about hardware purchases, end-of-life products, and the implementation timeline for new technology. This product has proven itself to be critical to our business functions, identifying multiple ways in which we can leverage it to improve various aspects of our operations.
One key use case of Nexthink is enhancing support services and the digital experience of our employees. The Engage functionality within Nexthink has been particularly valuable, enabling collaboration with HR and Corporate Communications to effectively reach out to staff and achieve high response rates. Additionally, Nexthink's IP address information and script capture have proven beneficial for the facilities team, as they can now better identify how to restructure leases and ultimately save the company millions. Integration with our CMDB in ServiceNow has also expedited the resolution time for our Service Desk by providing them with quick access to relevant information. Overall, Nexthink facilitates proactive IT support, drives greater visibility of IT system status and laptop performance, automates issue remediation, measures and enhances the Digital Experience Score, monitors end-user devices and key services, improves asset inventory management, and empowers multiple teams in performing root cause analysis and measuring the performance of cloud-based applications.
In summary, Nexthink plays a vital role in addressing pain points for end users while improving the overall employee experience. It enables businesses across different industries to trigger campaigns for user feedback, measure device/application performance, streamline IT processes, reduce ticket volumes for faster resolutions, and increase user satisfaction. Its automated remediation capabilities have revolutionized help desks and third-party providers by driving down costs and significantly enhancing user satisfaction. Through its comprehensive features and integrations with existing systems like CMDBs, Nexthink proves effective in optimizing processes, increasing efficiency, and delivering a seamless digital 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.
Pros
Digital Experience
Employee sentiment
Assist root cause analysis
Cons
Multiple CPU tracking
Virtual Machine metrics
Pop up customisation
Likelihood to Recommend
Nexthink is able to provide insights that go beyond vendor specific dashboards i.e. Microsoft, VMWare, Adobe - detail that covers the experience, not the product. The approach that Nexthink is taking towards including collaboration tools is exciting too as these are tools that deeply embedded into the Enterprise scale, working life. To be able to have access to this will certainly enable that deeper experience improvement.
VU
Verified User
Manager in Information Technology (10,001+ employees)
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.
Pros
It allows for an IT department to be proactive with finding/solving issues before they happen
It allows for a company to have a great tool for engaging with end users using campaigns/surveys
It shows the full overall picture of a device/network connections when troubleshooting user issues.
Cons
Would love to see the ability to have more robust campaigns. Currently some of the options are preset. For example when choosing single answer for a campaign, you cannot provide the user an space to expand on their answer.
Likelihood to Recommend
Nexthink has been an amazing journey for our company. One example where it has been amazing is with our recent change from using IE to Edge. Although most of our users were already using edge, with IE support from Microsoft coming to a close, we wanted to have 100% of our users on Edge. So using Nexthink we were able to find out why those users (who were still using IE) were using it, and help them to convert over to Edge. So now our company is 100% free from using IE (with a few minor exceptions).
VU
Verified User
Professional in Information Technology (5001-10,000 employees)
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.
Pros
Engage with end users via pop-up comms
Identify root cause of a problem
Investigate systems that have similar traits that need to be addressed
Run remote actions making support easier to provide
Drive upgrade or EOL projects (example identifying users of IE to move them to Edge/Chrome
Identify application users down to the version level
Cons
Better integration with AD/Azure AD - pull info from AD including info such as membership in security groups
Calculating a primary user similar to the functionality in SCCM
Likelihood to Recommend
Nexthink is a complete game-changer in end-user support. It is a true paradigm shift away from reactionary support to proactivity. the combination of the data collected, with remote action capabilities and pop-up engagement campaigns, completely changes how we are able to deliver support services. We have identified uses such as capturing how many people are in each office on a given day, driving upgrades, tracking application usage, enabling other corporate teams a way to engage with and survey people in an easy quick format. We have so many more things we have laid out to use Nexthink to further improve our support of our internal clients. we have just started to scratch the surface of all the capabilities Nexthink offers.
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.
Pros
Endpoint visibility - Being able to see over 900 metrics on employee laptops
Remote actions - Act is a great housing unit for remote actions and leverages the collector very well
Engage - Ability to add a new tool to the suite of VoC options. Some reported response rate examples: 66%, 70%, 82%.
Cons
Engage dashboard - Additional visualization options would be nice
Investigation search - The ability to search for investigations more easily from Finder
Likelihood to Recommend
Nexthink is excellent at customer engagement. They understand what the company objectives are and then really strive to help you achieve them. Nexthink has been very valuable. One of the biggest value areas is actually the Community. I have met a number of folks across other Nexthink customers that are willing to compare notes and come up with ideas together. The head of Community hosts user group sessions that bring people together in a balanced way formal and informal, which is a better experience than other company user groups I've attended that are more like webinars. The customer success arm of Nexthink is very strong too, which has obviously been valuable for us.
VU
Verified User
Manager in Information Technology (10,001+ employees)
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.
Pros
Visualize endpoint experience with setting thresholds on CPU, RAM, free space, etc.
Flexible "remote actions" allow for gathering data that's not in the default data set AND send remote repairs without interrupting the customer.
Nexthink has a feature called 'Engage' which allows for interaction with the customer in the form of a survey, or a pop-up interaction that can be attached to a remote action.
Nexthink's Experience Portal allows for long term strategizing based on data points you can customize or create. Focus on the issues that are relative to your business and make decisions based on collected evidence.
Nexthink has real-time service monitoring from an endpoint perspective. You can discover if a section or entirety of your business is experiencing an outage with an online service in near real time.
Cons
The legacy account administration functions could use a little more attention. Simple things like exporting your account list should be an option for admins to do.
Update the tagging system for deciding which clients receive the Collector (agent) auto-update
Online visualization map of how investigations, scorecards, metrics, and remote actions are linked together.
Likelihood to Recommend
I've been managing desktops for 20+ years and Nexthink was the missing tool out of my toolbox. Just to give some perspective, if you were building and maintaining a house, Nexthink would be comparable to switching up from a hammer and nails and to full blown using a nailgun. Nexthink is a solution accelerator and a well thought out toolset to give you the customer experience at a glance.
It allows for so much more visibility just with the default set of data points the Collector (agent) gathers, which is A LOT, and grants you the ability to gather even more data with remote actions. All of this evidence cuts how the "it could possibly be this" and "maybe it's that" discussions when you're troubleshooting an issue. It may not provide the exact answer all the time, but it gives you a "compass point" on where you need to start looking to resolve the issue. Also the service monitoring, activity monitoring, and critical event thresholds really empower the teams to know when a problem is happening and they can get ahead of it before the first call even reaches the Help Desk.
Nexthink is a cornerstone tool in our environment for end user experience and I'm excited to see where the go next.
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.
Pros
User sentiment - provides rolling
User feedback on our IT infrastructure.
Allows us to self remediate our security stack of applications
Provides us almost real time data to help us investigate users' issues
Allows us to send urgent comms, to all or select user groups. To communicate such things as network issues, etc.
Cons
Sometimes it's a bit of a task when we spot an issue and need to provide machine logs for Nexthink to investigate. I believe this isn't the case when you go and use Nexthink cloud.
I think the documentation can be improved. It can be very hard to follow and lacks detail.
Likelihood to Recommend
The information it brings back from each device is really useful. From telling us how compliant our devices are to providing uptime to allow us to educate our userbase and bring our co2. We then get user feedback which we use to provide our NPS score and allow us to work with smaller working groups of users who are having issues with certain apps.
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.
Pros
Service and laptop health visibility via dashboards
Automated remediation
Helps improve the user experience for all users of IT
Cons
The on-prem finder is somewhat slow and bloated, and a little buggy (resolved in the new application experience version)
Lack of a fully fleshed out engage dashboard in the on-prem version (resolved in application experience)
On-prem finder has limitations as to how many actions can be imported
Likelihood to Recommend
Nexthink is the perfect tool to improve the end-user experience of their device and services by giving IT teams visibility of the health of their estate via the digital experience score, which converts technical data into scores that can be easily digested at a glance, and allows for quick and easy remediation of issues at the press of a button.
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.
Pros
The insights we can gather using Nexthink are great, really eye-opening, and help to drive improvement.
Support for the product is phenomenal.
The user groups and community in general are fantastic.
Cons
The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
Some useful features are only available to cloud customers.
Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.
Likelihood to Recommend
Create internal/operational efficiencies Drive revenue growth Enhance decision making Improve business process agility Improve customer relations/service Improve business process outcomes Improve compliance & risk management Drive innovation
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.
Pros
Boxed solutions/Library packs
Application Experience
Campaign pop-up
Cons
Dashboards can be confusing with some calculations exceeding 100% for machines with multiple CPU
Remote action code constraints can be a challenge when heavy scripting is being requested
Customizations with pop-ups can be limited
Likelihood to Recommend
The company and team are truly visionary. Many of the community meetings and conferences show they are looking far into the future when it comes to the DEX (digital experience). Covid and the extreme acceleration of hybrid work forces made the DEX front and center to ensure employees could produce results, be happy, and live life. Win win for any company looking to not fall victim to the great resignation.
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.
Pros
Leveraging Nexthink DEX scores in Incident Management Modules in ITSM solutions for L1/L2 teams to get a proactive view of the device.
Experience Optimization helps customers to get readily available daily dashboards for CTOs/CIOs.
Plug n Play capability of Azure AD connector helps partners to easily read AAD data in Nexthink.
Cons
limited capability of monitoring the device reliability monitors' parameters in Windows 10 and above. I assume Nexthink is already working on it.
Too Much drill-down annoys users sometimes. It should be clicked and routed to the next page.
Rule-based assignments and Hierarchies are too many complicated configurations. such configuration such be embedded in the collector in the beginning.
Likelihood to Recommend
Software Metering capabilities to save license of costly products like AutoCad/CATIA etc. DEX score helps to set the thresholds for easy permanent fixes where Infrastructure teams find challenges end-user devices level issues.
VU
Verified User
Consultant in Information Technology (10,001+ employees)
