Our customers, our inspiration

by in IT Operations Management

chicago-690364_640.jpgMicro Focus SMAX customers are as diverse as the worldwide corporate landscape in which they operate. We always find it exciting to see how our customers use SMAX for their individual requirements and what outcomes they achieve.

I am sharing with you some of the most impressive success stories that our customers have had in the last two and a half years across different industries.

One of the world’s largest RETAILERS - Carrefour

  • Moved from several ITSM tools to SMAX and drastically reduced their TCO, even while extending services and users
  • Implemented enterprise service management, beyond ITSM in IT, HR and Bank business units
  • A simple ESM example: in-store parcel pick-up. Pre-SMAX, it was difficult for headquarter to manage escalations and service levels of delivery companies. Post-SMAX, the offering is sent directly to a case with relevant information, and headquarter manages the end-to-end process. This new offering was rolled out in just a couple of days.

Watch the full presentation. 


  • Replaced BMC Remedy and Manage Engine with SMAX
  • Realized faster time to value across three business units with codeless configuration SMAX integration with other ITOM solutions
  • Implemented best practices around using native mobile apps and decreasing time to resolve issues

Watch the full presentation. 

Innovation leading Greek BANK - Piraeus Bank

  • Achieved high user adoption and satisfaction with SMAX’s simple and intuitive user experience
  • Applied ITSM best practices with SMAX to empower employees to make better decisions, help them collaborate more efficiently, and free up engineering talent to focus on core work.

Watch the full presentation.

US-based global MANUFACTURING company - Allied Motion

  • Increased online service desk usage by 90% with a fully personalized self-service portal
  • Sped up issue resolution through improved team collaboration
  • Leveraged BI integration for management reporting

Read the full story.

World-leading UK-based RESEARCH company - James Hutton Institute

  • Employees heavily rely on SMAX Virtual Agent for self-service to simplify and speed issue resolution
  • Manage knowledge articles with 1000s of views to support wide-spread self-service
  • Use Hot Topics Analytics to prioritize next activities, and determine extra services and knowledge articles to add

Read the full story.

(and our very own) Global SOFTWARE company - Micro Focus

  • Uses SMAXs sophisticated AI-driven self-service to drive down the volume of requests and accelerate issue resolution
  • Runs a single service desk for over 4,000 IT support and 1,000 business service requests, every month
  • Consolidated 75% of support functions in a 3-month implementation

Read the full story.

We recently held the first ESM Virtual Forum where organizations from a range of industries shared best practices using SMAX and the transformations they achieved.

We heard how Zurich Airport (AVIATION) used SMAX to extend their knowledge base through Knowledge Articles and help with new work-from-home IT-User training. They leverage Hot Topic analytics to better understand where to focus for incident management driving efficiencies. And integrated SMAX via API’s to critical systems for CI auto-routing and better SLA management.

A very topical example from the Dept of Justice Brazil (GOVERNMENT) was shared – whereby they had a strategy to build up a strong knowledge article base, and so were well positioned to leverage SMAX and respond to the pandemic with the creation of a Working from Home Toolkit that staff could use as they shifted to their new home/work locations. SMAX is now being used to integrate this knowledge base into the Virtual Agent leveraging natural language allowing everybody to more easily use it and access the right information faster.

Mytilineos (INDUSTRIAL) is a large Greek organization experiencing significant growth. Using SMAX for their core ITSM functions – including 24/7 global support, a strong focus on user satisfaction and engagement – they shared their strategy and why they are not stopping at ITSM; using SMAX as their main vehicle towards ESM.

And finally Diebold Nixdorf (FINANCIAL/COMMERCIAL/RETAIL) were looking to modernize their IT service desk and chose SMAX for its out-of-the box ITIL best practices, which drove immediate ROI and value of IT service management into their business functions with enterprise service management. Watch their full stories here.

I hope you are equally inspired by these organizations service management transformations, and look forward to sharing your SMAX success one day!

Additional info! 

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