From Reactive to Proactive across 42.000 devices

For years, Ejie's workplace support model worked the same way most IT departments do: wait for the user to call, then react. It got the job done, but it never told Ejie what was actually happening on a device before it became a problem, and it gave no real way to measure whether the day to day experience of using a PC was good or bad.

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In 2022, Ejie opened a public tender to find a tool that could close that gap: something that would monitor what was happening on the endpoint, bring visibility to the managed workplace, and give the team hard metrics on user experience instead of guesswork.

FlexxClient was the option selected. It gave Ejie a single platform to see what was happening across its workplace estate, support users, and automate the resolution of known issues, all from one place.

The impact showed up quickly in the details. One of the automations put into place with FlexxClient took a repetitive incident that used to take 1.8 days to resolve down to 8 minutes. Instead of an onsite visit and L2 support, an automated workflow was created to let this incident be resolved by L1 staff during the first call, a change employees and the IT team felt immediately.
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From the start, the goal for Flexxible wasn't just a fast rollout. It was continuous, hands-on support: consultants working alongside Ejie's team to solve today's problems, get ahead of tomorrow's, and surface features that could improve user experience even further.

Ejie now runs a managed workplace model built on visibility instead of waiting for the phone to ring: incidents get caught earlier, routine issues resolve themselves through automation, and the support team finally has the metrics to know whether the user experience is actually improving.