TrustRadius Insights
Nexthink has become an integral tool for L1 and L2 teams, allowing them to efficiently address and resolve endpoint issues without …
Overview
What is Nexthink?
Nexthink is a SaaS provider headquartered in Lausanne, that provides a digital workplace experience management software solution that combines real-time analytics, instant remediation, automation and employee feedback across endpoints and applications.
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What is Nexthink?
Nexthink is a SaaS provider headquartered in Lausanne, that provides a digital workplace experience management software solution that combines real-time analytics, instant remediation, automation and employee feedback across endpoints and applications.
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Product Details
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- Tech Details
What is Nexthink?
| Nexthink supports digital employee experience. Their products allow enterprises to create productive digital workplaces for employees by delivering an optimal end-user experience. Through a combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams to meet the needs of the modern digital workplace. |
Nexthink Features
- Supported: Gain Complete Visibility and Insight
- Supported: Break Down the Wall Between IT and Employees
- Supported: Automate remediation at scale
- Supported: Measure, Manage and Improve Digital Employee Experience
- Supported: Enhance your existing infrastructure
Nexthink Screenshots
Nexthink Video
Sometimes, IT hurts
Nexthink Integrations
- ServiceNow IT Service Management
- Splunk Enterprise
- Arcsight by OpenText
- Microsoft System Center Configuration Manager (SCCM)
- Enrich your current IT ecosystem by integrating with any 3rd party solution and chatbot technology using Nexthink's powerful API
Nexthink Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | Worldwide |
| Supported Languages | English |
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(27)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
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.
Users have made several recommendations based on their experience with Nexthink. The most common ones include implementing and integrating Nexthik in the workplace for smooth monitoring in real-time. They believe that this proactive monitoring tool can greatly improve the end-user experience.
Another recommendation is to utilize Nexthink's unique solutions for IT support and analytics to proactively mitigate issues and enhance the overall customer experience.
Additionally, users suggest utilizing Nexthink's self-healing capabilities and analyzing endpoints in real-time. They find it to be a useful tool for enhancing and analyzing endpoints, making it a must-have tool for IT environments focusing on employee experience and pro-active issue resolution.
Overall, users recommend considering Nexthink as a valuable solution for organizations looking to measure digital user experience, improve customer experience, and tackle EUEM challenges.
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
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.
- Boxed solutions/Library packs
- Application Experience
- Campaign pop-up
- 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
- DEX Dashboard
- L1 Checklist for Service Desk
- Act Remote actions
- Engage Campaigns
- Reductions in FTE at L1 and L2
- Increase in PC health (Healthy agents, Group policies, etc)
- Emotional Equity
- SysTrack and 1E Tachyon
Nexthink approaches the problem from the employees view. Using the perception from employee sentiment campaign to help steer the conversation within IT departments and not in an echo chamber that we’re used to. The community platform alone gives everyone that uses the platform a voice and helps us all focus on results.
March 29, 2022
Nexthink will save you both time and money!
Score 10 out of 10
Vetted Review
Verified User
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.
- 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.
- 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.
- Engagement
- Being Proactive
- Saving Time
- The biggest ROI has been how Nexthink has helped us is with regards to time. Due to Nexthink, we are able to find/resolve issues much faster due to the great detail that Nexthink shows regarding a device history.
- Nexthink allows us to be proactive in our troubleshooting. This is a huge ROI, as it provides a summary of our users issues they are facing, and we can then prioritize our time with reaching out to the end users to solve issues before they become major problems for the end user later.
March 26, 2022
Nexthink - A Paradigm shift in It Support Services
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.
- 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
- 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
- Enagage
- Remote Actions
- Investigations
- Data collection
- end user viewpoint
- Ability to integrate functions to address situations
- connectivity with ServiceNow for both L!-L2 support and CMDB
- Software license metering has saved more than the cost of Nexthink on its own
- Identifying computers that would have been replaced but instead are fixed leveraging info from Nexthink. Savings in the hundreds of thousands
- The ability to easily and quickly engage with users has saved time and money into to mention given better data to implement desired actions
Nexthink had better integration and a better user interface. 1E did not have the engagement capability which is so critical to many of the actions we complete using Nexthink. Nexthink had better trending data capabilities. 1E did not capture and hold data the way Nexthink does so all data assumes you are able to pull information from all systems at any time. with remote systems it is unlikely you will capture all systems at the same time so it makes any actions less effective. this review was performed 4 years ago so 1E may have addressed some of these limitations but Nexthink has also grown and continues to add and improve on their industry-leading capabilities.
March 23, 2022
Nexthink - it's one of those tools that immediately shows it's value to your IT Customer Service branch
Score 10 out of 10
Vetted Review
Verified User
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 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.
- 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.
- 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.
- Visibility to the customer experience
- Ability to remediate remotely and the ability to 'shift left' workflows or automate them entirely.
- Long term metrics so we can see where we have issues and the ability to see if the changes we make are effective over time.
- Consistent addition of new functionality to deal with the constantly changing environment.
- We consistently are able to prove out the ROI on Nexthink. Easy wins like automated disk cleanups, hardware refresh strategies, and agent health remediation were easy to reconcile.
- As we move forward and Nexthink enhances it's technology, we're looking to integrate Nexthink into so many more business technologies (e.g. ServiceNow, Splunk, etc.) to maximize abilities to correlate data.
- Nexthink's Engage campaigns are helpful in gathering user experience sentiment so we know if the choices we make are having the impact on customers that we desire.
We leveraged several off the shelf performance tools prior to engaging with Nexthink (Windows Performance Toolkit, PCMark, etc.). Once we did our proof of concept with Nexthink, we knew we'd found the right tool for our organization.
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.
- Ease of data gathering
- Consolidation of multiple data points into one (previously, you'd have to request one thing from SCCM, one thing from JAMF, maybe something else from your Domain Controllers)
- Support. Nexthink has always provided great levels of support when needed.
- The Finder is great but to utilize the product effectively it takes some getting used to. Very 'right click' heavy.
- Learning curve. Nexthink is very boolean based in their investigations (not a knock, most products are), but since they can track things at such a siloed level it's important to know specifically how they are classifying their objects (ex, a package vs. an application vs. an .exe vs. a binary) so you can understand what findings you're getting.
- Parity on Mac and Linux products. This is improving though.
- Nexthink has been invaluable at quickly finding application roll-outs that could negatively affect our environment, in most cases before users even report them.
- Nexthink has helped us consolidate and gain visibility in our environment, further standardizing naming conventions, hierarchies, etc.
- Nexthink has integrated with our ITSM solutions, and is easy to use such that technicians no longer feel the need to request data from Engineers, they can just directly get it from Nexthink.
- There is a learning curve, so for good ROI you're going to need to invest the people and training hours to use Nexthink to it's fullest effectiveness. Note, that even a cursory use though would reveal a lot about your environment that will keep you busy.
Nexthink is more than an APM, and can easily provide (to support) CMDB processes a la Servicenow Discovery, so we decided to go with them.