Case Study: Leading International Data Centre Provider achieves 27% fewer support tickets and $250,000 annual savings with Nexthink

Leading International Data Centre Provider - Customer Case Study

Leading International Data Centre Provider faced a high volume of support tickets tied to its Workday® platform, driven by low engagement with self-service tools, a complex legacy help portal, and knowledge gaps among new employees and after interface updates. Nexthink was not named in the case text, but AppLearn’s Adopt was used to analyze user activity and identify the root causes of deflectable tickets.

The vendor implemented in-app self-help, support content, and step-by-step task guidance directly inside Workday® to make self-service easier and more accessible. As a result, support tickets dropped by 27%, self-service engagement rose by 70%, and the company saved $250,000 annually; the provider also retired its traditional help portal and made its support team more proactive.