Case Study: Wipro reduces ticket handling time with Nexthink

Wipro Reduces Ticket Handling Time with Adaptive End-User Analytics

Wipro, a major information technology and services company with a global workforce, faced challenges in supporting its vast and diverse end-user population. They needed to move from a reactive, ticket-based IT support model to a proactive one to ensure application uptime, reduce costs, and increase infrastructure visibility. To address this, Wipro selected the end-user IT analytics platform from Nexthink to gain actionable insights into its endpoint environment.

Nexthink implemented its analytics tool across over 110,000 endpoints, integrating it with Wipro's existing IT service management and security tools. This provided comprehensive visibility and enabled proactive issue resolution. The Nexthink solution delivered significant results, including a 23% reduction in ticket handling time for specific issues, the avoidance of over 6,000 tickets by proactively fixing a storage problem, and the prevention of more than 5,000 potential tickets during a major intranet rollout.

Wipro

Raja Ukil

Senior Vice President and Chief Information Officer