Case Study: Court of Justice of the Federal District and Territories (TJDFT) achieves 45% first-contact resolution and 40% cost savings with OpenText SMAX

Keeping the wheels of justice turning in a global crisis – SMAX enables faster issue resolution and 40% cost reduction

The Court of Justice of the Federal District and Territories (TJDFT) in Brazil—responsible for judicial, certification and financial services across 36 buildings and thousands of staff and contractors—faced slow issue resolution and low user autonomy. Its legacy Micro Focus Service Manager was complex, with fewer than 9% of issues resolved at first contact despite a 24/7 support team of 50 agents, creating productivity losses and a clear need to simplify service management and enable self-service.

TJDFT adopted Micro Focus SMAX (leveraging existing licenses) for rapid, codeless deployment, building a simplified service catalog and 100+ knowledge articles plus an internal catalog for agents. The result: first-contact resolution jumped from about 9% to over 45%, ongoing annual cost savings of 40% in 2020, fast rollout of remote-work toolkits during COVID, and expansion of SMAX into non-IT processes (asset management, catering orders, approvals and more), improving self-service, collaboration and operational agility.

Court of Justice of the Federal District and Territories

Raymundo Avelino Aben Athar

Under-Secretary for Integrated Information Technology Management