Case Study: Vitality achieves faster IT issue resolution and proactive support with Nexthink

How this international health insurance company used Nexthink to help their IT department keep pace with the hyper growth of their business

Vitality, an international health insurance company, experienced rapid growth after a rebrand and expansion of its products and member base, but its IT team lacked clear visibility into employees’ digital needs. As support requests increased and troubleshooting became slower and more complex, Vitality turned to Nexthink and its digital employee experience platform to help IT keep pace with the business.

Nexthink integrated with Vitality’s ITSM tool to provide a single-pane view of endpoint data, upgraded L1 troubleshooting checklists, and enabled proactive support for users likely to face issues. With Nexthink, Vitality cut troubleshooting time, reduced L2 ticket escalation, improved communication with employees, and used one-click remediations to fix security issues such as outdated antivirus software, strengthening IT’s standing across the company.

Vitality

Steve Amos

IT Customer Experience & Operations Manager