Case Study: Diebold Nixdorf achieves lower service costs and faster resolution with OpenText SMAX

Leading financial and legal technology provider moves to the cloud and harnesses the power of AI with OpenText™ Service Management Automation X

Diebold Nixdorf needed a modern, unified service management platform to support both employees and managed services customers while aligning with its cloud strategy. With OpenText SMAX, the company wanted to improve self-service, reduce call volume, and replace the complexity of on-premise service management.

OpenText implemented SMAX for service management and completed a smooth migration to SMAX SaaS in just three months, with support from OpenText Professional Services. The solution introduced a self-service portal, AI-driven automation, and more than 480 knowledge articles, helping Diebold Nixdorf cut call volumes by 30%, improve response and resolution times, and support over 33,000 users with lower operating and infrastructure costs.

Diebold Nixdorf

Zuzana Mayerova

ITSM Program Manager