Case: How Sako gained the visibility needed to transition to proactive IT

Applixure’s valuable data is worth the investment

With Analytics in place, Ari immediately began making improvements to Sako’s IT processes, leveraging the valuable data it provided. The Rewind-to-History feature allowed him to access the installation history of computers, including software versions and available updates. Ari explains:

"We started making changes right away when things came up. Either a computer was fixed or scheduled for renewal due to necessary upgrades."

Including Ari, Sako’s IT department consists of only four employees so their time is precious. Anything that saves time is welcomed, and Analytics has enabled faster resolution of support tickets. Ari describes the positive changes:

"Analytics allows us to resolve tickets faster so employees can get back to work faster. And for the IT team, it feels good to be able to do more."

 

Analytics enables IT to focus on the bigger picture

Instead of spending time on little details, Ari and his team now rely on accurate data and focus on the things affecting the bigger picture: "With Analytics, it's easier to see the bigger picture. I feel that it can be trusted more than other software I've used – on a few occasions we found some computers that we did not even know about.”
 
Using Analytics’ Software Catalog, they efficiently manage software updates and bolster information security. Consequently, monitoring firewall status and software updates has become effortless. Ari explains:

"We can now concentrate more on general management where we address practical, routine maintenance problems, whether they are reported by users or not. Everything is easily visible with a few clicks - it's incredible not having to dig for the information anymore.”
 
"We have made users very happy by noticing that their computers were not working properly and proactively fixing them - even though they didn't ask for it. These users had noticed that something was off but for some reason had not submitted a ticket."

Ari uses Analytics almost daily:

"One of our most frequently used features in Analytics is the Issues tab which highlights problems directly so we can address them faster. When I have more time, I delve into the software side, or into the service scores."

Unique Service Score feature

Another frequently used Analytics feature is the Service Score. Ari explains:

"The Service Score feature allows us to benchmark our performance against others, which I find useful. I have not previously come across a system like this."

Comparing computers to benchmarks helps identify those needing attention or replacement. Low service scores highlight problematic machines, facilitating proactive service and ensuring user satisfaction.

Rewind to History is a game-changer

Rewind to History has had the biggest impact on Ari’s IT management at Sako. This feature shows major events and important changes to the configuration of the device and you can see up to a year’s worth of history. It can provide insights into computer crashes. Ari explains:
 
“The Rewind to History feature shows what has happened to the machine in the past year and what software has been updated on it. We actually updated one software during the Analytics trial and discovered that it caused issues in our computers. This was a software that we would never have suspected until we saw the situation via Analytics. That was the key moment when I realized that I need this in the future! "