1E migrates to Kandji, resulting in improved efficiency and scalability

Switching from a UEM (Unified Endpoint Management) to Kandji, to manage its Apple fleet, the IT Team enhanced the productivity of end users, the efficiency of the IT Team, and the scalability of its operations.

1E is the autonomous digital employee experience (DEX) platform for end-user computing and service desk teams. It helps customers predict and address device drift, digital friction, and user frustration to maximize compliance, reduce costs, and deliver a personalized digital experience to every user. More than 500 organizations in 42 countries trust 1E to help them create a better DEX. The 1E Platform provides real-time diagnosis, remediation, and automation to proactively fix issues before they ruin the workday.

Challenges

The 1E’s IT department originally chose a legacy UEM solution to manage its Windows fleet. They thought about using it to oversee their Apple fleet, too. However they encountered several limitations when came to managing macOS devices:

• The legacy UEM solution proved to be sluggish and cumbersome when managing Mac.
• The zero-touch onboarding workflow for new employees using Mac was ineffective.
• The UEM solution lacked the flexibility the team needed.
• The UEM solution required a lot of specific expertise.

In response to those limitations, the IT team resolved to switch its macOS device management to a dedicated Apple MDM solution.

Solution

Initially managing only a small number macOS devices, the IT administration team used a legacy Apple MDM solution. But they ran into problems with its complexity, which required dedicated resources and expertise. In contrast, Kandji offered a straightforward learning curve and did not require as much solution-specific expertise. By implementing Kandji, any existing member of the IT administration team could effectively manage the company’s Apple devices, without the need for additional hires.

Results

The 1E IT team identified four reasons why Kandji was selected as a better tool than the legacy UEM for Apple fleet management:

1. Zero-touch onboarding is much better: Zero-touch onboarding for new employees was not really possible with the legacy UEM solution.

   Kandji provides an optimal onboarding experience with Liftoff. With Liftoff, IT admins can make a freshly unboxed Mac transform itself into an enterprise-ready computer with all the right apps, settings, and security controls in place. Liftoff shows users what’s happening on the very first startup and how soon they can get to work, while automating as much as possible for the admin.

2. Keeping operating systems and apps up to date is much easier with Kandji: The legacy UEM solution was inherently limited when it came to installing new packages. The IT team ran into a series of obstacles when attempting to package Apple applications using it, which then required intricate and manual fixes. Additionally, the timeframe for software updates was poorly defined, sometimes extending to eight hours or more. The absence of reporting mechanisms in the legacy UEM solution made it impossible to know whether an install had succeeded, or to detect any anomalies that may have occurred during deployment.

   In contrast, Kandji offers a streamlined solution for patch management, through its Auto Apps functionality, which provides immediate visibility into ongoing processes. Leveraging Auto Apps, software updates became entirely automated and seamlessly managed. Kandji handles the packaging of applications and hosts them in the cloud, requiring minimal intervention from IT personnel. The admin just has to select the appropriate Auto Apps Library Item in his Blueprint, and it will thereafter be automatically updated.

3. Real-time customer support with Kandji: To get support for the legacy UEM vendor, the IT team had to procure a premier support contract. When technical assistance was actually required, the team had to initiate a support ticket and then wait for a response from UEM vendor’s support personnel. It was not feasible, in their support structure, to get access to a support specialist within a few minutes.

   With Kandji, the IT team can access complimentary support, 24/5. This means prompt access to highly knowledgeable and expert specialists within minutes via a dedicated support chat line, ensuring swift resolution of inquiries.

4. Quicker path to productivity for new IT team members with Kandji: Operating the legacy UEM for macOS meant identifying and recruiting specialized UEM solution experts. That proved to be challenging. Moreover, anyone they hired to manage macOS devices would require extensive advanced training to get the necessary platform proficiency. Close supervision was imperative during that hire’s initial stages, as the intricacies of the legacy UEM solution make it susceptible to errors.

   By contrast, any recently hired IT administrator can seamlessly use Kandji without first needing specialized training. The team can efficiently familiarize new employees with Kandji through a brief introductory class module lasting 1 to 2 hours.

Conclusion

Running Kandji for macOS alongside the legacy UEM solution for Windows did not demand a lot of additional effort from the IT administration team. Managing Apple and Windows devices using the legacy UEM solution already required distinct file formats, packaging methods, and deployment procedures. Integrating the two platforms did not impose any supplementary workload.

By strategically utilizing Kandji for managing its Apple fleet, while keeping the legacy UEM solution to take care of Windows, Android, and Linux devices, the IT team noticeably enhanced the productivity of end users, the efficiency of its IT team, and the scalability of its IT operations. This enabled the IT team to effectively support an expanding population of Apple device users without requiring an expansion of IT head-count.

Transitioning management of its Apple fleet from the legacy UEM solution to Kandji has been judged a good investment decision, yielding tangible benefits in streamlined operations and optimized resource allocation.