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Nexthink Professional, Scientific, and Technical Services Reviews & Insights

Score7 out of 10

28 Reviews and Ratings

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Community insights

TrustRadius Insights for Nexthink are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Nexthink has become an integral tool for L1 and L2 teams, allowing them to efficiently address and resolve endpoint issues without disturbing customers during their workday. By providing insights into patterns and long-term trends, Nexthink empowers these teams to make informed decisions about hardware purchases, end-of-life products, and the implementation timeline for new technology. This product has proven itself to be critical to our business functions, identifying multiple ways in which we can leverage it to improve various aspects of our operations.

One key use case of Nexthink is enhancing support services and the digital experience of our employees. The Engage functionality within Nexthink has been particularly valuable, enabling collaboration with HR and Corporate Communications to effectively reach out to staff and achieve high response rates. Additionally, Nexthink's IP address information and script capture have proven beneficial for the facilities team, as they can now better identify how to restructure leases and ultimately save the company millions. Integration with our CMDB in ServiceNow has also expedited the resolution time for our Service Desk by providing them with quick access to relevant information. Overall, Nexthink facilitates proactive IT support, drives greater visibility of IT system status and laptop performance, automates issue remediation, measures and enhances the Digital Experience Score, monitors end-user devices and key services, improves asset inventory management, and empowers multiple teams in performing root cause analysis and measuring the performance of cloud-based applications.

In summary, Nexthink plays a vital role in addressing pain points for end users while improving the overall employee experience. It enables businesses across different industries to trigger campaigns for user feedback, measure device/application performance, streamline IT processes, reduce ticket volumes for faster resolutions, and increase user satisfaction. Its automated remediation capabilities have revolutionized help desks and third-party providers by driving down costs and significantly enhancing user satisfaction. Through its comprehensive features and integrations with existing systems like CMDBs, Nexthink proves effective in optimizing processes, increasing efficiency, and delivering a seamless digital experience.

Nexthink Reviews

4 Reviews
Professional, Scientific, and Technical ServicesAccounting1Information Technology & Services3

High quality visibility and substantial measurable value

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use Nexthink to improve the employee experience by monitoring qualitative and quantitative metrics. We have built processes around NT capabilities to ensure we have the right rituals and outputs in place to gain maximal value. The number of use case opportunities is substantial, so we work on identifying priority areas, for example reducing tickets into IT, proactive remediation, faster MTTR, and increased FCR. Our ambition is to fully design and deploy a voice of customer model that incorporates the capabilities of Nexthink.

Pros

  • Endpoint visibility - Being able to see over 900 metrics on employee laptops
  • Remote actions - Act is a great housing unit for remote actions and leverages the collector very well
  • Engage - Ability to add a new tool to the suite of VoC options. Some reported response rate examples: 66%, 70%, 82%.

Cons

  • Engage dashboard - Additional visualization options would be nice
  • Investigation search - The ability to search for investigations more easily from Finder

Likelihood to Recommend

Nexthink is excellent at customer engagement. They understand what the company objectives are and then really strive to help you achieve them. Nexthink has been very valuable. One of the biggest value areas is actually the Community. I have met a number of folks across other Nexthink customers that are willing to compare notes and come up with ideas together. The head of Community hosts user group sessions that bring people together in a balanced way formal and informal, which is a better experience than other company user groups I've attended that are more like webinars. The customer success arm of Nexthink is very strong too, which has obviously been valuable for us.
VU
Verified User
Manager in Information Technology (Accounting company, 10,001+ employees)
Vetted Review
Nexthink
4 years of experience

Every Size Organization Should Be Using Nexthink

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We are currently using Nexthink to enhance our support services and the digital experience of our employees. Even though we have only been using Nexthink for a short period of time, we have already identified multiple ways that we can utilise the product to improve different areas of the business. The use cases are endless and the support and community behind the product are amazing.

Pros

  • The insights we can gather using Nexthink are great, really eye-opening, and help to drive improvement.
  • Support for the product is phenomenal.
  • The user groups and community in general are fantastic.

Cons

  • The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
  • Some useful features are only available to cloud customers.
  • Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.

Likelihood to Recommend

Create internal/operational efficiencies Drive revenue growth Enhance decision making Improve business process agility Improve customer relations/service Improve business process outcomes Improve compliance & risk management Drive innovation
AM
Andy McDougall
Customer Experience Analytics in Information Technology at Deloitte (Information Technology & Services, 10,001+ employees)
Vetted Review
Nexthink
1 year of experience

Reliable and Trusted Monitoring Solution in the current changing Digital Solutioning era

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Nexthink is a great tool, helping our customers resolve issues both Proactively and reactively. In the AI Era, customers across different industries for leveraging Nexthink to trigger campaigns for user feedback to measure device/application performance working from home or office. Traditional surveys via emails are old school and end-users like a more interactive platform to share their opinions. The automated remediation capabilities are changing the dynamics with our help desk and third-party providers. We can now take our ticket and machine analytics to develop detection and remediation acts to tackle our top tickets sources proactively - This is driving down cost and increasing user satisfaction. CMDB integration has helped improve Asset inventory with more reliable numbers. Our customers have been rigorously using Software metering to save $ on expensive licensed products. I have been able to enable multiple teams to perform root cause analysis on aging problem records as well as high-priority incidents. The new Application Experience module is a cherry on top to measure the performance of Cloud-based Apps with complimentary results of license usage via browser plugins.

Pros

  • Leveraging Nexthink DEX scores in Incident Management Modules in ITSM solutions for L1/L2 teams to get a proactive view of the device.
  • Experience Optimization helps customers to get readily available daily dashboards for CTOs/CIOs.
  • Plug n Play capability of Azure AD connector helps partners to easily read AAD data in Nexthink.

Cons

  • limited capability of monitoring the device reliability monitors' parameters in Windows 10 and above. I assume Nexthink is already working on it.
  • Too Much drill-down annoys users sometimes. It should be clicked and routed to the next page.
  • Rule-based assignments and Hierarchies are too many complicated configurations. such configuration such be embedded in the collector in the beginning.

Likelihood to Recommend

Software Metering capabilities to save license of costly products like AutoCad/CATIA etc. DEX score helps to set the thresholds for easy permanent fixes where Infrastructure teams find challenges end-user devices level issues.
VU
Verified User
Consultant in Information Technology (Information Technology & Services company, 10,001+ employees)
Vetted Review
Nexthink
9 years of experience

Nexthink should be your next thing.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We are using Nexthink to measure and increase the Digital Experience Score. Basically, this tool can be used to increase the performance of devices by proactive actions and automation like i.e. self heal remote actions. At the end of the day performance of devices is nothing else than the productivity of their user.

Pros

  • Showing stability of software version by showing crashes.
  • Fixing issues with Remote Actions like full hard disc.
  • Providing nice reporting of environment stability with drill-down option using hierarchy.

Cons

  • Nexthink should be engineless.
  • Better decarbonization reports.

Likelihood to Recommend

In my honest opinion, it can be well suited for each customer if it is configured and customized in a proper way.
AJ
Adrian Jarosz
IT Technical Architect in Information Technology at Atos (Information Technology & Services, 10,001+ employees)
Vetted Review
Nexthink
4 years of experience
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