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Before Applixure
- Root causes stayed invisible. "If we had a user sitting in York who had an issue with their laptop, one of my team members would offer remote help, and the issue wouldn't appear," says Gursewak Dusanjh, Head of IT at Coyle Personnel. "We had no real means of seeing what the root cause was."
- Every hardware problem became a logistics problem. With no way to diagnose remotely, the only option was to build a replacement laptop in London, ship it to the affected location, and have the broken one shipped back to London for repair. "Such a long process," requiring a load of spare stock kept in the office at all times.
- Reactive by default. "Before Applixure, our processes were not very streamlined. We were being primarily reactive: trying to put out fires rather than stop them from happening in the first place."
Why Coyle Chose Applixure
After a phone call introduced Gursewak to Applixure Analytics, his team ran a trial on about 50 machines. The impact was immediate; they could see battery failures, hardware failures, and software crashes, and start fixing them. "We were sold on that," he says. Real examples from the trial made the case to the Board straightforward, and the team has been using it ever since.
Gursewak had looked at other Digital Employee Experience tools first. They came loaded with add-ons he didn't need, at a price he describes as "in a different league", one competing solution he checked cost ten times what Coyle would spend with Applixure. "I just wanted something simple for my team to use," he says. "They can just look at the Analytics dashboard, and if it's red it's bad, and if it's green it's good."
What Changed
- Remote diagnosis became possible. With Applixure showing whether an issue is hardware or software, the team can identify and fix problems, like a crashing Outlook or accounting system, without shipping a laptop anywhere.
- Problems get caught before users notice. Analytics alerted the team that components in a user's laptop were breaking down. They replaced them before the user noticed any drop in performance.
- Up and running in 48 hours, no training required. Gursewak pushed the agents out to all computers, and Analytics was live two days later, no technical systems needed, and no impact on end-user machine performance, unlike some other software he'd tried.
- Applixure became one of two tools the team opens every morning. "I've told them that there are two pieces of software that you should have open as soon as you come in to work: one is Helpdesk, to check tickets, and the other is Applixure, to see if it's alerting us about computers we need to look at."
- Proactivity strengthened customer relationships. As Gursewak puts it: "Our ability to be more proactive has helped build our customer service and relationships with people."
In Their Own Words
"What we loved about Applixure is its easily approachable dashboard. Just click on a computer that is 'red', and Analytics tells you what's causing the issue: hardware or software. You don't have to dig and click 500 times to find the answer. It's just simple to use. Anybody can pick it up, and you don't need training."
— Gursewak Dusanjh, Head of IT, Coyle Personnel
Managing a distributed UK workforce and still relying on physical device swaps? Start a free 30-day trial or book a demo — Applixure deploys in 48 hours.
