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Case Study

Large Insurance Firm Uncovers Critical IT Gaps with End-User Analytics

A large insurance firm with over 25,000 end-users spread across 100 business sites faced a significant challenge: to ensure that their call center could stay responsive to the outside customer. Nexthink was selected to provide real-time visibility of the IT infrastructure and endpoints from the end-user perspective, to improve the end-user experience and to reduce IT issues.

  • To ensure the call center could stay responsive to the outside customer
  • Real-time visibility to detect, repair and ultimately prevent critical IT gaps in order for end-users ‘ employees and consumers alike ‘ to remain brand-loyal
  • Need for end-user analytics to correlate IT issues experienced by employees to the underlying metrics of their devices, and to address serious issues that were not being reported to the service desk