Case Study: Allied Motion achieves 90% increase in service desk usage and faster issue resolution with OpenText (Micro Focus SMAX)

Micro Focus SMAX provides configurable and user-friendly service portal, while improving IT technician teamwork and efficiency

Allied Motion Technologies, a global manufacturer of precision motion-control components serving automotive, medical, aerospace, electronics and industrial markets, needed a more structured, centralized way to manage growing IT requests. The company sought a cloud-capable, BI-friendly service desk that integrated with Active Directory, improved technician collaboration and provided better tracking and routing than scattered email and phone requests.

Working with implementation partner Hakken, Allied Motion deployed Micro Focus SMAX—configured in eight weeks—to deliver a personalized self-service portal, mobile app and no-code workflow creation via SMAX Studio. The result was a 90% shift to the online service desk, faster issue resolution through improved team collaboration, BI-enabled reporting and broader adoption across other business functions.

Allied Motion

Daniel Capeleiro

IT Technician