Employees in today’s corporations are dependent on properly functioning technology in order to get their work done and realize their business objectives. User experience can affect outcomes positively or negatively. The IT team at HCL Technologies turned to Nexthink to grant them insight into their client’s user experience and facilitate proactive responses to issues affecting users.
This article summarizes the review posted on IT Central Station by Anand Boudh, Senior Specialist – EUC Tools at HCL.
Why User Experience Matters
Nexthink provides its customers an abundance of ways to improve service with what the company calls its “philosophy of proactivity.” Managers can instantly view connection issues. Incidents can be reduced by 35% and can be remediated and closed 30% faster than before.
Anand explains in his review that Nexthink “provides analytics for detailed event data, giving us the ability to really drill-down and find defects.”
Anand and his team are able to look at the system at large, as well as at key, individual machines for in-house VIP users and instantly see connection issues.
In the past two years, Nexthink has enabled his team to identify more than 57,000 defects. He writes, “We can see the performance and what is going wrong as well as what can be improved in order to enhance the performance of the machine. This is very useful when we get any queries from a VIP user or someone from our project’s top management. So if they get into any trouble, then we are able to fix it as soon as possible.”
The value for end-user computing (EUC) professionals like Anand comes from Nexthink’s ability to make his department look good in the eyes of upper management regarding time and value.
As he puts it, “If an agent is unable to work for two hours or even for two days, that won’t make much of an impact. Whereas, if someone from higher management is unable to work on the system for about two hours, then they would lose a lot.”
Likewise, an anonymous review posted by a Second Level Support Team Leader at a consultancy with more than 10,000 employees described how this person’s organization “scores” digital experiences:
“We use Nexthink to give us information on events on end-user laptops. We turn that into several use cases, such as more intelligent hardware refresh purchasing, and we have established a proactive support model.”
Smart Use Cases
In his review, Anand goes onto share the Nexthink use case that he felt was the biggest “win-win” situation:
“The major difference that I see from the Digital Experience Score is when monitoring business applications. It enables us to monitor 17 business applications at the same time. Previously, we were only focusing on some fixed services, like Office 365 services. For one, we also manually added C2C application services. We weren’t actively looking at other business applications other than that. Now we know what applications perform well and which ones need an upgrade. This helped the client to free some network bandwidth too.”
The Second Level Support Team Leader also highlighted a similar, positive use case.
He writes, “One fantastic use case for us was when we were due to purchase 95,000 laptops globally with 512GB SSDs. We used Nexthink data to view disk utilization and discovered that 98% of users would not need more than 256GB. This works out to savings of around $5.4M per annum.”
What Nexthink Users Find Valuable
Nexthink users continue to report a variety of useful features on IT Central Station. Anand shares that he found that Nexthink’s automation and precision saved his team time, which in turn translated into more profit and reductions in losses.
His additional insights into valuable features include:
- Using the API with PowerShell to automate reports, saving four hours per report, twice a week.
- Leveraging analytics for detailed event data, which gave his team the ability to drill-down.
- Putting dashboards in place to find defects.
To learn more about what IT Central Station members think about managing the digital employee experience with Nexthink’s platform, visit: https://www.itcentralstation.com/products/nexthink-reviews