Nexthink Reviews

We mainly use Nexthink as a help desk tool for individuals, level one support, and responding to whoever complains from his PC. 

The search engine functionality that Nexthink has on the finder is terrific, you just search as you would be searching on Google and everything will show up for you.

Nexthink provides you with information and gives you an idea of what exactly is happening. You are able to identify if there is a wrong hard disk coming up plus lots of visibility on the endpoint wether it is a PC or a server.

The view of the agents on the PC side was showing more information than the one on the server side, there are some gaps that the server is not really covering up.

One of the issues we faced on the server side was false-positive findings for example. If I want to schedule a report to show the last time the servers were patched or updated, it was showing or reading the registry that Windows was showing.

Unfortunately, the agent was reading the registries instead of seeing the updates that were installed which caused false reports.

They were having some limitations on the number of alerts that you can generate. This definitely needs to be increased. Previously, it was fifty, if I am not mistaken, or one hundred. 

It would be nice to have detection and contain the endpoint. For example, if you have an application that is installed and you do not want the user to use it whenever you double click on it, then it should not open for you and give you a message that this application was blocked. 

When it comes to security, Nexthink should be automatically able to detect a bank card number that the user is trying to copy and is trying to do something with it. Let us say, for example, they shared it over an email. This is where Nexthink should capture this moment and send the information to the security department alerting them.

I have been using Nexthink for the past three or four years.

It is stable. We did not face any problem with it during the entire time that I was maintaining it. The only item that you will face, which is a normal issue where an endpoint outside of your domain, and when you connect it to the domain, you will discover that that agent is way too old because you are using an on-premises set-up instead of a cloud set-up.

Nexthink is definitely scalable. I was able to do that with no problem at all. 

I needed to contact technical support two or three times and I requested help from the vendor, or actually from the people who implemented the solution in the first place. To be honest, I would rate them a ten because they were so good. The service technicians were polite. They tried to help me, and if they could not assist me, they would follow up with me about the issue.

Positive

It was easy. In the beginning, there were people who did the implementation and when we decided to expand the scope to include the servers, I did it by myself, and it was very straightforward. For the server itself, it was two to three days until it was up and running and pitching all the information syncing with the other search engines. 

Handling multiple endpoints can be very difficult. I would say if you have a big organization Nexthink will be a big asset for them.

I would rate Nexthink an eight out of ten.

The use cases are based on transformation projects. For example, if clients are trying to implement some new deployments in SCCM, they use this solution and we help them with the migration. We are currently helping with a Windows 10 migration. Clients use it for application and system crashes in order to maintain the compliance status for their business applications. 

On individual machines, 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. Because if an agent is unable to work for two hours or even for two days, that won't make much big 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.

Initially, we were just looking at it in order to maintain compliances, and we were using it only for that. The guy managing this tool before me was more or less concentrated on device compliances. Later on, we started getting into the application and system crashes (when I started).

In our environment, we need to put a proxy server in place. Currently, devices are connected via the corporate network or the VPN. We don't have machines reporting from the open network. This is something that we are working on. Once that is in place, we will get all the machines reporting in our environment.

In the past two years, the biggest benefit is that we have been able to identify 57,000-plus defects. These are possible tickets that we are preventing by using Nexthink. 

On a weekly basis, we monitor the trend, then based on the trend and wherever we see a downfall on the performance grid, we just deep dive into it. We look into what is wrong, then proceed with remediation. We access the output weekly, not in real-time.

There have been some system crashes. We have a dashboard for the blue screen of that. On the dashboard, it is usually a wave type of graph, but I saw depth in it during the weekday. So, we investigated into this and got to know that DLP client was crashing. This was causing the BSODs on the machines. So, we were able to bring it into action within three days. Then, within seven days, the ones which had already crashed were all fixed. Nexthink also helped us in preventing the rest of the machines from using the same version of DLP client, since that version was crashing. The version was the cause for the BSODs. Therefore, the deployment teams went ahead and downgraded the version of the DLP client. When there was an upgrade available, they were upgraded. This helped us in avoiding 30,000-plus tickets or being contacted from end users.

It has helped us in proactive prevention. There was this investigation done for device login time, which was quite high and they were taking a lot of time when logging in. In total, 6,567 were affected by this and we were able to fix the problems for approximately 5,900-plus machines. Those machines do not need to be replaced now, since the performance is better. However, the rest need to be refreshed or replaced. Overall, this provides cost savings.

It is being used by our asset management team. We gave them access to the dashboards. We also created some custom dashboards for them where they could look at the performance of the machines. Based on that, they do a comparison with the list that they have available for the refresh. If they see there is a machine on their list for a refresh view, then they look at our data and the machine is performing quite well, it is best that they don't refresh that machine at that particular time. Instead they put it on another machine, which is in our list, but not on theirs. This way, it is helping both sides.

We use the API with PowerShell to automate some reports. This was something that we have used which has saved us a lot of time. This was a manual effort for approximately four hours twice a week (for a total of eight hours a week). We were able to bring that down to one hour just to manage the outputs that we get through the APIs.

Nexthink provides analytics for detailed event data, giving us the ability to really drill-down. We put dashboards in place to be able to find defects, so we need to be a little more proactive with it. We have created some dashboards, like site dashboards, that monitor the performance online. You can monitor it on an individual site, region, or country basis. Wherever you see a dip, then we look at the device performance score. There is a checklist that provides us the scores. Along with that, we now have Digital Experience Scores available. That also helps us in finding out the reasons due to which the performance could have been going down. 

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. Since they upgraded the application version, this has also helped them to bring down the usage on the bandwidth part.

I don't think that I ever got stuck. If I am trying to look at something related to the device performance or system information, I have always gotten it.

I would like it if they could put in some patch deployments and compliances. I think it is there with Act, but I am not sure how deep it works.

They released a new module that would be monitoring the performance of applications specifically. That was missing, but I recently got to know that this is already in progress and they are doing it, which is good.

I have been managing this tool for my project for over two years.

It is quite stable. We don't have any trouble with it. It has never stopped us from finding anything nor impacted anything in the production. Even if it is down and we are working on something that needs to be rebooted, we don't lose anything because everything is being collected on the endpoints using Nexthink Collector. Therefore, it is collecting information continuously, even if we are making any changes on the servers. Once the servers are up, we get everything reported back into the systems. Thus, we never lose any data nor is there any impact on the information front.

I manage Nexthink. My colleague helps me with the reporting part, but I do the investigations.

The scalability is huge.

We have approximately 700 users with access, and 150 who actively use it on a regular basis. They find it useful when fixing issues for end users.

It is the best support that I have received from any application vendor. I am the admin for three applications within the environment. If I compare all those with Nexthink support, Nexthink support is the best. If I forget what I'm facing, such as, what ticket I have logged, what is the issue, or what is the progress? They don't forget it. They come back with a solution, providing continuous follow ups and continuous improvements. I have never had to skip or cancel any tickets. I never had to raise any complaints to anybody. They are available whenever I want, even if somebody has to leave for the day. They make sure that I am being contacted at the right time, i.e., when I asked for it.

This was the first solution that we used for analytics.

The initial setup is a bit complex for our environment specifically, because we have 50,000-plus endpoints. One engine can only support 10,000 machines. So, we needed at least five engines. However, we were using seven engines, so we could hold more data, as well as one for the portal. These are the eight appliances that we are currently managing. Other than that, we have two appliances configured just for the UAT environment so we can test some solutions before putting them into production. Although the hardware part is a bit complex, the architecture is quite simple.

While I wasn't part of the initial deployment, I know that it didn't take more than seven days. It took approximately a week to configure the appliances and start the setup. However, the continuous improvements were there, and they have kept on making changes in the configuration.

We are using the analytics part along with the integration. With the help of the analysis, we are currently doing actions manually by involving the deployment teams and remote desktop support teams for manual limitation. Once the dashboard has been placed, it also helps us in bringing it into action very quickly. For example, if I investigate something today, then within two days, it will be there in action for the deployment teams.

There was one guy from my team and two people from the Nexthink side. Then, we needed help from two HCL people from their Unix team (one person) because we are managing virtual appliances. So, we needed support from the Unix team to provide the hardware and support to the vCenter for the configuration. Everything else was done by my colleague and the Nexthink support.

There have been over 57,000 reported issues, out of which 54,000s are fixed. The others are in progress. We use Nexthink to proactively identify the defects. No other medium is used to investigate these things. 

We had biweekly calls with the client. One week we would use it to identify the problem, then the next week we tried to fix the problem. After two weeks, we could then deliver a report, saying, "In the first week, we found these objects where we face issues. After the second week, we were able to remediate this many and have only this many left."

When we implemented this tool, the user experience index score was somewhere around 5.8. Currently, we are sitting at 7.3. Due to the COVID situation, there has been a little bit of fluctuation in the scores due to network parameters, but the lowest that we have touched has been 7.1 so far.

I have seen it help improve the user experience scores. This helped clients to save costs on another tool that they were trying to deploy in order to improve the user experience by just deploying some scripts. We were able to identify the issues and help them remediate those using our help. The process does not take much time and provides background on end user performance. Therefore, they were able to save a lot, e.g., for approximately 50,000 endpoints at two dollars per machine per year, that is about $100,000 in savings.

For the agents, it has been helping us in terms of reducing the resources required because we are able to automate things in terms of the reporting part. It is saving a lot of costs for us. 

With this implementation of the Act and Engage module, I believe that there is a one-time fee for a two-month period, which is for the support team to make additional customizations.

Compared to other tools in the markets, there are functionalities that only Nexthink delivers. I don't think other tools in the market can do everything that Nexthink can. For example, the level of depth into the device timeline view is as deep as you can go into device performance by looking at the timeline. I didn't see that with any of the other tools available.

Since I am a part of the HCL Technologies Tools team, I am being trained on other tools too. We haven't explored any options for our project. However, for the other project, there are some other solutions in place. It is based on the customer's needs, their budget, or liking. Whichever one they want to move forward with, they choose. Other solutions available include Lakeside SysTrack and Tachyon. 

Tachyon can't be compared to Nexthink. There are a lot of things that Nexthink has, which Tachyon doesn't, e.g., Nexthink has customizable dashboards that helps in tracking investigations and build trends.

Nexthink has the device timeline and gives you more data for investigations. It collects more data from the endpoint system than any other tool.

Whatever you investigate, don't keep it on Nexthink Finder. Only put it on a dashboard so it is always available whenever you want it. If you want to save time and reduce some effort for whatever you are investigating or whenever you create a tag/category, just put it on a dashboard so you can just fetch the data and run with it.

It is currently mandatory for our compliance management. If you don't manage the compliance, updating your compliance's baseline threshold, then you might lag behind. This might have an impact on production. After managing the applications, we knew that there was one application that needed to be upgraded. Once that was upgraded, it made some improvements in the bandwidth usage.

We are not using the Act or Engage modules yet. That is still in discussion with the client.

I have been working on it for quite a time now, so I know what scores are based on what thresholds, e.g., what parameters this particular score is being derived with. So, I quickly look at those parameters and the performance of those particular parameters only. We are doing this on a weekly basis and only have analytics. Therefore, we have a lot of missing due to the absence of Act or Engage. The drill-down is the thing that we have to do, which takes a lot of time.

With the help of Act and Engage, it is possible to send some surveys to users. You can create some parameters and put in conditions. For example, if a user reaches an overall device usage of more than 80 percent, you can push the survey to that particular end user asking, "Your device has reached 80 percent of its overall system usage. Would you like a system cleanup?" There, you can put in "Yes" or "No". If the user says, "Yes," then Nexthink can implement that action. If "No," then you can put in further questions asking, "Do you want us to give us to do it a little later?" or "Will you do it on your own?"

The analytics are as perfect as they can be. They keep on improving them with every version upgrade. They keep on adding new fields. If they want to retire something, then they do. I don't think the analytics need any improvement because they have improved a lot with the implementation of Act and Engage. Act and Engage puts it on the next level.

Our longer-term strategic vision for Nexthink is in sync with where our IT department is headed. Apart from me, the IT guys are using it on a daily basis. Our vision is that we wouldn't need anybody for tech support. We can reduce the strength of the OSs folks, who wouldn't have to worry about troubleshooting on the endpoint until it was a hardware problem. Everything on the software and system, we should be able to fix it remotely. So far, we have not been doing this because everybody is not there on the system due to the open networks problem. Once that has been fixed, anything related to software would come to us only. The OSs folks have a lot of other things to deal with, such as logistics, asset management, allocations, etc., but they should only deal with hardware problems, not software.

I would rate Nexthink as 10 out of 10.

We offer this solution as part of our service from Atos. It is part of our digital workplace offering and is bundled with other digital workplace solutions. Nexthink is primarily used to target customers who want to get the performance of their device's endpoint. It can be applications, laptops, desktops, and software assessments.

It helps us provide more business to service providers and improve user experience.

The most valuable feature is the application experience because it monitors SaaS web-based applications.

Their release management processes could be improved to release the updates in a more confined and process-oriented way.

For future releases, it would be good to have a more controlled way to access their cloud environment rather than depend on logs gathered from the company. They should have read-only access to their admin environment to get certain logs.

We have been using Nexthink for ten years. We are working with the SaaS version, on-premises and on cloud, but it will be mostly SaaS in the future. We are using the latest version.

It is a reliable solution. Performance-wise, Nexthink is very good, and with each version, it is improved and stable.

It is a scalable solution, and the cloud version is easy to scale.

The technical support is good. We have a director for professional support with Nexthink.

The initial setup was complex because there were issues with the infrastructure, and we had to build it. We needed about 20% help from the vendor for deployment, and it took us two months to complete the deployment.

There are application owners who manage the maintenance, such as updates or performance issues. We have about 50 people using Nexthink.

The return on investment is great.

Direct cost varies between $10 to $30, and MSP prices are different. There can be additional costs with additional modules, but that varies depending on how the contract is signed.

I rate this solution a ten out of ten. Compared to other solutions, CIS Track is more traditional, and Nexthink is more modern and well marketed.

We use this solution to carry out issue detection on user devices, before they are raised by the user, or become a bigger issue.

The ability this product gives to be more proactive with issue resolution has improved our users experience.

With this solution we are able to link issues to automatic actions that will solve the problem.

We are also able to link the actions to campaigns, which will message the users and link the actions to an FAQ. This can then be reported in a dashboard. All of this is done automatically so there is no manual intervention needed.

One other good thing about this platform, is that changes and improvements are made regularly, so it evolves continuously.

We would like to see the reporting in this solution improved. At present there are gaps in the data it reports.

There is no function to schedule actions to carry out larger fixes, or send campaign messages in the product, which would be useful to have.

We would also like the ability to monitor windows services, such as Teams calls.

We have been using this solution for nearly three years.

We have found this solution to be pretty reliable, in our experience.

This solution is very easy to scale up, whether adding devices or users.

The technical support for this product is very good. They reply quickly and are very helpful.

The initial setup of this solution is pretty straightforward. It's just an agent, an executable or MSI, and was very easy to configure for our administrator.

The hierarchy of the platform is the only thing that has to be configured during implementation, so the only required two people. The full process, from start to deployment, took one week.

The ability to be more proactive with issue resolution has reduced our maintenance costs and increased the life expectancy of our devices. This has also improved the overall performance of the system, which has improved the user experience.

The fact that everything runs automatically, also means that the cost of manually monitoring the network is reduced.

We recommend that organizations use the information that is presented from this solution, and learn from it's data on where issues are regularly occurring.

I would rate this solution a nine out of ten.

In any complex Enterprise environment, it is very challenging to manage endpoints or discover the root cause of many issues especially the cases of slowness of an app or web page or problems at the booting of a PC.

Not only discovering, but also, you can take actions automatically & remotely, it means discover the problem, solve it proactively without user's info.

In addition of very unique real time views of all devices in a helicopter view. 

improved the endusers experience.

Reduced the number of Service desk tickets

Improved employees productivity

Discovering the annoying users' issues like disk space, booting time, slow performance,...etc.

You can solve all the above remotely, automatically and silently.

The tool should review & improve its pricing and performance. 

It also has to improve the patch management tasks and controls.

Must review the security feature and benefits

I have been working with the solution for more than 15 years. 

I would rate the solution's stability a nine out of ten. 

I would rate the tool's scalability an eight out of ten. 

The product's support is not responsive and flexible. It takes time and depends on your support program. 

Positive

Different manual and limited tools.

The tool's setup is straightforward. The tool's deployment got completed in a couple of weeks. 

Highly skilled vendor team experts

I have seen ROI with the tool's use. 

I would rate the tool's pricing a nine out of ten. The tool's pricing model is pay-as-you-use. 

Different Microsoft tools but could not fulfil the proper enterprise desktop management.

I would rate the product an eight out of ten. We have enterprise clients for the tool. The solution is recommended for enterprises and not for small-scale customers. 

We use this solution to reduce ticket volumes. We complete a proactive analysis of end user machines. Our users are able to raise a ticket to our service management team in the service desk. Once we pick up the same issues being reported, we complete a deep investigation and remediation process to avoid these type of tickets in future.

This solution supports 13,000 machines and we have seven to eight people supporting from offshore.

This is a proactive management tool and we make use of the metrics, dashboard creation and complete remote actions on end user machines. If the end user is experiencing issues with a hard disk, we know that capacity will be approximately 80%. We will then do rear triggering on the end user machines. 

We need some guidance from the Nexthink team on some of the new features they are releasing and how best to use them. 

Out of our 10,000 licenses, we would like a dashboard that shows which machines are active and which machines are un-active.

I have been using this solution for two years.

This is a very stable solution. 

This is a scalable solution. 

When I reach out to the Nexthink support team, they are very friendly. They take at least two to three hours to reply to emails. 

Neutral

We use SysTrack as well as Nexthink and both tools are the same.

Our organization used a VM machine and the setup was easy. It took two to three hours. 

It was done by an in house team.

This solution is improved each time there is a version update. The 3.91 version has an improved GUI model that is very fast compared to the older version. It is a very user friendly tool. 

I would rate this solution an eight out of ten. 

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. 

But really, it's about understanding the digital experience by creating a digital experience score and using that score to create a happier and more productive employee base. We're still quite young in that respect, but we're in the process right now of creating a customer experience analytics team, whose job it will be to measure and enhance the digital experience score.

We deploy it on-premises. We have a number of virtual machines within our environment that host the Nexthink engines. The laptops have a collector, a small agent that's very lightweight, that sends information up to the engines.

Within IT support we have a very reactive organization, but with the Nexthink tool, we're able to start building proactive support. We are also enabling our security teams, our IT service desk, and our testing teams to be more effective through the use of Personas. We haven't developed Personas yet, but that's something we're about to do.

In the UK, we used one of the dashboards in the solution to identify a problem at one of our Scottish offices. It turned out that the network infrastructure in that office wasn't up to requirements for a particular application that we're using. The initial thought was that the application was at fault. But when we looked across the country, using dashboards, we found, "Well actually, in most places the application is fine. It looks good. However, we can see that in this particular Scottish office we're receiving lots of red scores and poor performance." We worked with the network team to figure out that it was actually the infrastructure. The dashboards are very useful and the solution is very good.

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 utilisation and discovered that 98% of users would not need more than 256GB. This works out to saving of around $5.4M per annum. This use case illustrates an aspect of the power of the Nexthink tool. It’s also a very simple investigation to create and one that organisations can execute almost immediately following deployment of collectors to their environment.

The most important factor is the data collection, and that's the simplest part of it. But what we do with that data, what is most useful, are things like experience scoring, hardware purchasing, and enhancing support services.

The solution’s visualizations are very good. It's very easy to use them. We're currently developing a three-tiered training model for different levels of consumer. The most basic version of that is purely dashboard. We can give our senior managers, our directors, and our partners a dashboard at a very high level. They can very easily start to drill down by clicking through the dashboard and find stuff that doesn't look right. And our technical teams can use the same thing to identify problems in specific locations.

We have provided them feedback on a few changes we would like to see with how alerting can work. Rather than have somebody looking at the network, if network utilization goes above a certain point, it would be helpful if the solution issued an alert to the right people.

There are a few other types of technical improvements that we've requested. There is really good learning material in the Nexthink Academy. However, turning that into real action is something that needs to be worked on.

We've been using Nexthink for close to three years.

We very rarely have issues with the solution's stability. We had a situation where our portal went down one time, but I can count on one hand how many times we've had major issues with the tool in the last two to three years.

It is scalable. If you've got the on-prem environment, it's usually a case of adding more engines, but if you're in the cloud environment it's highly scalable, and that is all managed on their side.

We've got 27,000 endpoints in the UK. We are planning on increasing our usage. We haven't decided on this, but we've looked at the server, having collected deployed servers, and we've also talked with Nexthink about potentially moving to mobile in a year or two. Nexthink haven't got a fully developed solution for mobiles yet, so we're talking about it to see what opportunities there may be, rather than having actually decided what we're going to do in that regard.

I would rate their tech support during deployment and post-deployment, both, very highly. We've logged a couple of incidents with their tech support and they've been really good, really on the ball. The support contact they gave us was exceptional, very good, very knowledgeable.

We did not have a previous solution.

We found it quite straightforward to stand up our virtual machines to host the engines. And if we need to expand to them, it's quite straightforward to do that as well. Most companies will be purchasing in the cloud environment, and the deployment of the cloud environment is obviously much easier.

I didn't do the deployment. It was somebody else in our area. But we implemented several engines across several virtual machines and we rolled out. We packaged up the collector and then we rolled that out to every single laptop in our environment.

In terms of infrastructure maintenance for the solution, we have one person who is responsible. There is no other maintenance involved.

We had a project manager run the deployment internally, but we also worked with a Nexthink technical specialist.

With the case I mentioned earlier about the hard drives, we've avoided costs that would have been more than the tool costs. It's not extra money in the bank, but it's money we haven't spent. It wasn't guaranteed that the hard drive upgrade proposal was going to go through, so it's not generally considered, internally, as true ROI, but it's a great example of where we potentially avoided a lot of cost.

Nexthink can pay for itself quickly if you identify and complete the most valuable use cases. The tool can do so much that to purely compare the price in a static way to other tools in your arsenal would be a mistake. If you do a more dynamic comparison that’s based on the overall functionality and use cases possible then it comes out cheaper. You need to consider it a relative measurement against potential use cases, size of the organization, maturity of organization, etc.

We investigated a few. Lakeside Software was one of them. We also looked at HappySignals, but it doesn't do the same thing, and we looked at HP TechPulse, as well as a few others. The biggest contender was Lakeside Software, but Nexthink was much more preferable.

The main difference for us was actually the people at Nexthink, the way we found they engage with their customers. Nexthink's approach is very much, "Understand what your objective is for your organization, and then make sure the entire approach is tailored towards helping you achieve what you want to achieve." It doesn't feel like a typical vendor relationship. It feels very much like you're part of the same team, and that's really what set them apart because that's how we work. We like to work in teams. We don't want to just be on the phone with a vendor. We want to be on the phone with someone who cares about helping us achieve what we want to achieve.

Overall, it has helped save us time. You have to make a time investment to get the skills within your organization to make best use of the tool. My recommendation is that if organizations want to take digital experience management seriously, they need to have people in place whose job it is to do that. You do have to make that type of time and financial investment. But we have saved time using Nexthink.

We're actually in the process right now of building the team, those dedicated people, around it. We spent the last two to three years doing it as more of a side-of-desk activity. We've managed to achieve what we've achieved just with that. By putting people in place to do it, we're going to be able to achieve much more, and actually tie some process around it to make sure that we're measuring the value by time and money.

If you are implementing Nexthink, make sure that you've got people who are able to take ownership of the tool internally, who will be its internal ambassadors, and spend the time to learn the tool to make sure that you do it right. Don't look at the tool as a siloed operation. Don't only look at it from the point of view of improving your security or your end-user computing team, or your service desk. Look at the bigger picture. There are tons of use cases for Nexthink. It often comes down to only being limited by the ideas you can generate. There's a lot in there. The people who are going to use the tool on a day to day basis should go through the Nexthink Academy and learn as much as they can there. They should also pay attention to the Nexthink Library, to understand what out-of-the-box packs are available there.

For us, the lessons we've learned are less about Nexthink and more about experience management. Nexthink is one of the major tools we're using in our experience management strategy. The mistake we've made from the experience management perspective is not having a senior owner of experience, like a chief experience officer. That's really been a mistake because we have had no unity across IT, or enabling functions. As a result of that, we've had lots of different people doing lots of different things. You need a senior-level owner and you need a strategy. Those are really our two lessons learned. At the moment, we've got a strategy, and we have people at the senior level who want us to do great things with it, but we still don't have a senior owner of experience, which is where Nexthink does its best work.

We use it across Windows and Mac machines. The Windows collector can do a lot more than the Mac. However, each new version that Nexthink releases brings Mac closer to parity with Windows. We don't use it on mobile and we have limited use across different types of applications. For example, we're not really using it to its max potential for SaaS products right now. But if we move to the cloud product, which we would like to do, then we'll make better use of it, at that point, for SaaS solutions.

Nexthink provides you with real-time and actionable insights into the IT experience of all employees, but you need to make sure you've got people with the requisite skills to interpret that. There are the two types of data: the hard data and the soft data. You have the events coming from the machine, and then you've got more of the sentiment-type stuff where you're engaging with your customer base to hear what they have to say. Nexthink comes with a digital experience score out-of-the-box, but we have found that we are having to optimize that for our environment to get a score that actually represents what the user is experiencing.

It provides analytics for detailed event data to help you pinpoint issues and find the root cause. However, the basic analytics won't necessarily tell you the solution. They will tell you what's going on, but you still need to find a solution. Nexthink do have playbooks in their repertoire that give you recommendations for what the solution may be, but we're not using those right now.

We do have some involvement with the solution's AI-driven insights, but we haven't really achieved many great successes with it just yet. That's an area that we're still exploring. We're looking a lot at the AI-driven, proactive and predictive support elements.

I struggle to say 10 out of 10, because that seems almost impossible for any company. But, yes, I would say it's a 10. They've got the people and the culture within the company. They are growing and are ambitious and they're very focused on product enhancements. They listen to the customer, and they will develop the tool, generally speaking, in the way that the customer wants. They are adaptable to our operating model. The tool itself does tons of stuff.

We use this product to provide digital experience analytics for our customers. This solution also allows us to monitor any issues our customers are having with their services.

We have found the combination of analytics and automation in this solution to be very valuable to our organization, as it allows for us to perform auto-resolution on customer issues.

We also appreciate the fact that this product offers integration with other software, this makes it more universally usable.

The stability of this solution could be greatly improved to avoid performance issues.

We would also like the product to be developed in order for it to support non-Windows platforms.

We have been using this solution for just over three years.

We have found that the stability of this solution is not particularly good, and can cause issues with record integrity.

We have found the cloud-based version of the solution to be very scalable. However, on-premises the scalability could be limited, and require extensive design beforehand.

The support for this solution could be significantly improved. We have found that our issues require five to seven days for a resolution to be found, as the first-line support team are not able to assist us. We have also experienced incidents where a planned upgrade was due to take place, but we have not been notified that it was happening.

Neutral

The initial setup of the product was a very straightforward, repeatable process for us as we are using the cloud-based version of the solution.

We implemented this solution using a vendor team, and their level of expertise was excellent.

As a business, we have found that our ROI from this solution has been seen in the reduction in the amount of support incidents being experienced by our customers. The ROI from this product is cumulative over time, and requires ongoing, proactive monitoring work with our customers.

We would advise organizations who are considering this solution to use the cloud-based variant if possible.  The setup for the on-premises version of the product is complex, and implementation can be lengthy.

This product requires a lot of focus to be placed upon the functionality that is really needed, in order for it to be really valuable to an organization.  Also, we would advise that this is an ever evolving solution, where the full benefits of its use would be realized over a period of time and not immediately after installation.

I would rate this solution a nine out of ten.