Case Elmo: Higher end-user satisfaction with data-driven operations

”We compared a number of things before making the decision. Our key reasons for selecting Applixure was the ability to utilise the collected data directly in third party systems and the automatic IT environment quality scoring provided by Applixure. The built-in scoring system gives an instant overview of the IT environment and is particularly valuable for benchmarking different customer environments and identifying development areas,” says Kari Koivisto, Service Manager at Elmo.

”Applixure has helped us to plan out a roadmap that spans the entire life cycle of customer end-user workstations. The data tells us if the environment meets the expectations and what the next development needs are. Our customer experience experts use Applixure’s data to ensure a positive end-user experience – we get proper metrics on user satisfaction, something that we could not get without Applixure,” Koivisto notes.

”With our new working models, customer satisfaction has improved significantly and customer IT environments are getting better and better,” Koivisto says.

”With the integration, we will have Applixure’s data available directly at our Service Desk. We will develop a proactive ticketing system which allows us to automatically identify problems in customer environments,” Koivisto explains.

”Getting started and getting data to flow in is really easy. However, what really matters is how you use that data. You should introduce Applixure as a daily tool in your work and keep making practical, data-based decisions that fix actual problems. So, if you want to maximise the benefit of collected data, you should change your routines accordingly,” Koivisto concludes.