Enhancing Collaboration with Nexthink

The Challenge

A leading global electronics and health technology company faced significant challenges with call quality, impacting their employees’ ability to collaborate effectively and slowing down business productivity. Users often reported poor call experiences, which created ticket volume at the service desk. These tickets required immediate troubleshooting, taking agents away from other issues. Additionally, obtaining meeting IDs from users was a cumbersome process, further complicating issue resolution.

All in all, the volume of call quality issues at this global organization had a negative impact on the performance of service desk agents, the quality of service provided by the service desk, and the productivity of employees. This all combined to threaten business productivity, pushing the digital workplace team to seek a solution urgently.

The Solution

Nexthink, in collaboration with their MSP, implemented a proactive approach to tackle these challenges. The key elements of this solution included:

• Proactive Issue Detection: Nexthink’s advanced analytics and real-time alerting enabled the identification of building call quality issues before users reported them. IT would then contact affected users directly to resolve the problems.
• Collaboration Pod: When users reached out via call or chat, their issues were redirected to a dedicated “collaboration pod.” This collaboration pod was well versed in common root causes and remediations for the most frequent collaboration tool issues. By routing tickets to this team, they ensured that the right team handled the problems efficiently.
• Daily User Engagement: The team proactively contacted 20 users per day to address unreported issues, ensuring a smooth collaboration experience for all employees.
• Troubleshooting and Support: Users often complained about call quality, requiring the team to troubleshoot these issues based on general feedback rather than specific technical data. The lack of meeting IDs added to the complexity, as users typically provided only meeting links. Nexthink provided the needed context for service agents to immediately know which call the users were referring to.

Outcomes

The proactive approach led to several positive outcomes for this global electronics and health technology company:

• 60% MTTR Reduction: By addressing issues before they escalated, the Mean Time to Resolution (MTTR) for call quality issues was reduced by 60%.
• 85% Ticket Reduction: The number of user tickets related to collaboration issues decreased by 85%.
• Enhanced User Satisfaction: Direct engagement with users and prompt resolution of issues led to higher satisfaction levels.
• Efficient Issue Resolution: The collaboration pod streamlined the process, ensuring that issues were handled by the right experts.
• Increased Productivity: With fewer disruptions in collaboration, employees could focus more on their core tasks, boosting overall productivity.

Conclusion

The success achieved by this organization illustrates the power of proactive issue management in enhancing collaboration experiences. By leveraging advanced analytics and dedicated support teams, IT organizations can ensure seamless communication and drive better outcomes for their employees and their business.