NEXTHINK SUCCESS STORY

Nordnet Invests in Real-Time Analytics to Evolve End-User Support

ORGANIZATION Nordnet selected Nexthink to deliver reliable IT analytics in real-time, from the end- Nordnet user perspective. The solution is a good fit to empower proactive rather than reactive IT support within the organisation. INDUSTRY Finance CONTEXT

LOCATION Founded in 1996, Nordnet Bank AB is an evolution of the consumer banking concept. By empowering clients to conduct a wide variety of digital transactions, Nordnet has made significant inroads on its vision to become the number one KEY CHALLENGES choice for savings and investments in the Nordics. zz Need for a robust and agile solution that could deliver reliable IT analytics in real-time zz To ensure IT staff have access to critical end-user data on demand and keep critical information secure zz To empower proactive rather than reactive IT support

According to CEO Håkan Nyberg, completing this journey demands a combina- tion of transparency and customer satisfaction. Specifically, Nordnet aims to increase their active customer base by 10 percent each year and ensure annual net savings are at least ten percent of the savings capital at the start of the year. So far, it’s working: the bank now supplies investment, savings and loan services to users in Sweden, , and and is publicly traded on the Nasdaq Exchange.

Smarter IT through analytics www.nexthink.com “We needed a solution to get CHALLENGES data from end-users to see what’s Nordnet’s strive for continued growth depends in large part on the reliability happening.” and security of its digital service platform — if the customers can’t log in they are Mikael Koch unable to manage their portfolio or view projected investment growth. IT support specialist, Nordnet

With workers located in Sweden, Norway, Denmark and Finland served by a handful of full-time IT staff, providing 24/7 support for internal banking and web-based applications — along with onboarding new employees — the bank needed a way to both ensure IT staff had access to critical end-user data on demand and keep critical information secure. While existing management tools provided static information about program inventories and basic system over- views, Nordnet recognised the need for a more robust and agile IT solution that could deliver reliable IT analytics in real-time.

Smarter IT through analytics www.nexthink.com “Thanks to Nexthink, CHOOSING NEXTHINK it’s possible for support teams According to Nordnet IT support specialist Mikael Koch, the bank “needed a to proactively discover problems solution to get data from end-users to see what’s happening.” With the help of on end-user machines.” consulting partner RTS, Nordnet was introduced to the Nexthink platform and Mikael Koch felt the solution was a good fit to empower proactive rather than reactive IT IT support specialist, Nordnet support within the organisation.

For example, it’s now possible for Koch to accurately pinpoint the issue if an end- user program is “hanging” or desktop performance doesn’t match expectations. In one case, Koch’s team used Nexthink to discover that end-user issues were occurring because their computer had not been rebooted in several weeks — prior to Nexthink, finding this information was “not possible”; instead the team had to devise workarounds with local queries and struggled to obtain accurate information from end-user machines in satellite offices.

Smarter IT through analytics www.nexthink.com “While existing management BENEFITS tools provided static information One key benefit for Nordnet has been a shift in the perception of IT. Thanks to about program inventories and Nexthink, it’s possible for support teams to proactively discover problems on basic system overviews, we were end-user machines. When contacted, end-users are happy that they’re receiving looking for a robust and agile the help they need — without ever having to file a ticket or wait for a response. solution that could deliver reliable The IT analytics solution has also helped Nordnet tackle larger issues: Nexthink IT analytics in real-time.” pinpointed a memory buffer issue which led Koch and his team to discover OS Mikael Koch damage on specific machines. IT security also benefits. By using Nexthink to IT support specialist, Nordnet search for specific binaries, Nordnet can quickly identify unauthorized program installs or malicious code and automatically create an IT support case.

In the same way Nordnet has revolutionised the concept of consumer bank- ing for the Nordics, Nexthink has helped reimagine the way IT administrators diagnose network issues, correct existing problems and support end-users. The end result? A stronger foundation to help empower Nordnet’s digital banking revolution.

Smarter IT through analytics www.nexthink.com