Case Study: Indian Ocean Bank achieves faster, more efficient customer service with OpenText SMAX

Bank supports better customer service, speeds request fulfillment and reduces paper trails with OpenText™ Service Management Automation X (SMAX)

Indian Ocean Bank’s Customer Service team was handling up to 1,500 daily queries, which could double at month-end, while relying on heavy manual processes and about 6,000 pieces of paper moving between desks each day. To avoid missed requests and overload, the bank turned to OpenText and its SMAX service management platform to streamline customer service rather than simply add headcount.

OpenText implemented SMAX to centralize incoming requests through Connect-IT, automate ticket creation, routing, prioritization, and approvals, and integrate with the bank’s core systems for fund transfer workflows. The result was a reduced paper trail by over 60%, a 35% faster request fulfillment rate, and lower costs while improving customer service and visibility across SLAs and KPIs.