Case Study: Bytes Systems Integration achieves streamlined support operations and new revenue opportunities with OpenText

Leading SI Centralizes and Streamlines Customer Support with OpenText Assure

Bytes Systems Integration, a leading South African systems integrator in the IT industry, faced a fragmented IT and client support environment after multiple acquisitions. The company needed to standardize and streamline customer support operations and build value-added services to better support a diverse set of business units and client requirements.

By deploying an OpenText ITSM solution, Bytes implemented a progressive service-management and technology strategy that centralized service desks, clarified incident vs. change handling, and introduced tailored SLAs and a client portal for up-sell opportunities. The change transformed support from a cost center into a revenue-generating unit, delivered measurable ROI, enabled new service offerings and managed services, and created fresh revenue streams across the business.

Bytes Systems Integration

Brad Fraser

Financial Director