Case Study: a large insurance firm improves IT visibility and reduces support tickets with Nexthink

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

A large insurance firm faced significant challenges in maintaining the responsiveness of its call center and ensuring a stable IT environment for its 25,000 end-users. Issues with slow and unstable machines were impacting employee productivity, customer satisfaction, and overwhelming the IT support staff with tickets. The firm chose Nexthink to gain real-time visibility into its endpoints and uncover the root causes of these IT performance gaps that were often going unreported.

Nexthink provided the insurance company with end-user analytics, which directly correlated employee-reported issues to underlying device metrics. This visibility allowed the IT team to proactively identify and resolve problems, such as slow boot times caused by insufficient memory and outdated hard drives. The implementation of Nexthink resulted in stabilized IT operations, reduced ticket volumes, improved technician repair times, and a significant boost in both end-user and IT productivity across the entire organization.