Item: Nexthink
Rating: 10
Author: Verified User

Overall Satisfaction with Nexthink

Use Cases and Deployment Scope

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 and Cons

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

Most Important Features

Commmunity
Endpoint visibility
Act - For launching remote actions

Return on Investment

SCCM proactive remediation: Automatically resolving hundreds of SCCM issues per month
Hardware: Identification of over $5m cost avoidance by seeing a lack of usage for 128GB SSDs - no need to upgrade to 256GB... coupled with OneDrive migration packs in the Nexthink library this is valuable.

Alternatives Considered

ThousandEyes

Also reviewed are Aeternity, Lakeside, and HP Proactive. The selection window wouldn't let me enter these, so putting them here. Nexthink was chosen mainly because of a broader set of use case potential, however, another huge point was the culture of the company. They value human success, and that's really clear from having worked with them for over 4 years.

Key Insights

Do you think Nexthink delivers good value for the price?

Yes

Are you happy with Nexthink's feature set?

Yes

Did Nexthink live up to sales and marketing promises?

Yes

Did implementation of Nexthink go as expected?

Yes

Would you buy Nexthink again?

Yes

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.

Comments

Please log in to join the conversation

High quality visibility and substantial measurable value