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Before Applixure
- Investigation meant manual digging, every time. Before Applixure, figuring out what was wrong in a customer's computer environment meant manually digging into individual computers, the network, or the server, with no centralised starting point.
- Customers called when their own IT was stuck. When client companies' internal IT couldn't get to the root of an issue, they'd call Moonhill, who then had to start the investigation from scratch, without accurate data to work from.
- Vague issues stayed vague. Tommi Saarela, Senior IT Manager at Moonhill, describes the original need plainly: "What we needed Analytics for was to get clarity around vague issues going on in the customer environments. We needed visibility of what is causing the issues."
Why Moonhill Adopted Applixure
Tommi had already used Applixure at two previous companies and knew it could help at Moonhill too. "I drove the decision to bring Applixure to Moonhill," he says. To bring his colleagues on board, he ran a brief internal pilot on his own equipment; within days, it was already turning up findings: a colleague's computer was low on memory, another's hardware warranty had expired two years earlier. "It was easy to justify getting Applixure based on even this limited pilot."
What Changed
- Investigation time dropped from 10 hours to 1. "If before we spent ten hours on something, now it has shrunk to an hour," Tommi says. Customers have never complained about the Applixure line item on their bill; quite the opposite, they've been pleased at how small the cost is compared to what their bills used to look like.
- Monthly manual reviews became automated, continuous tracking. Tommi used to go through Analytics reports by hand once a month. With Workflow, every issue across every customer environment is now automatically tracked on a Kanban-style board, categorised, assigned, and either resolved, escalated to the customer's own IT support, or handled directly by Moonhill if needed.
- Customers get proactive outreach, and are consistently surprised by it. Tommi describes telling a customer about a problem with Adobe Acrobat they hadn't even noticed yet. "The customer asks how we knew, and I'm like 'here's the thing, we monitor your environment.' The customers thank us for keeping an eye on things."
- Many issues get solved before the customer ever finds out there was one. "We have a lot of customers whose environments we monitor where they will never know we've done something, that we've solved an issue before it escalated to the point where it interferes with daily work."
- Predictability became part of the service. Beyond just clarity on root causes, the goal was to notice issues before end-users do, and to keep customers informed on computer health, warranty status, and recurring problem areas.
In Their Own Words
"If before we spent ten hours on something, now it has shrunk to an hour. No customer has ever complained about getting a line item on the bill for Applixure, but rather the opposite, they have been extremely satisfied that the cost is this small, versus what the size of the bill used to be. If you are a service provider, Applixure is the perfect tool for you."
— Tommi Saarela, Senior IT Manager, Moonhill
Managing multiple customer environments and still doing monthly manual reviews? Start a free 30-day trial or book a demo — Applixure deploys in 15 minutes.
