Case Study: Jawwy (stc’s digital-first pre-paid mobile brand) achieves 50% service-management productivity gains and centralized 360° infrastructure monitoring with OpenText SMAX and monitoring solutions

Ready for the future with SMAX-streamlined service management and centralized, single view, infrastructure monitoring

Jawwy is a digital-first, app-based prepaid mobile service from stc in Saudi Arabia that lets customers personalize and manage plans in real time. As a fast-growing, technology-led operator handling about 6,000 support and internal requests per month, Jawwy needed to replace a manual legacy ITSM, automate ticket workflows, and centralize monitoring to gain full visibility and scale with limited staff.

Jawwy deployed OpenText SMAX for end-to-end service management and an integrated monitoring suite (Operations Bridge, APM, BPM, SiteScope) to auto-assign tickets, push alerts, and provide a consolidated 360° dashboard. The solution delivered one-click reports and real-time dashboards, cut service-management effort by about 50%, reduced reporting manpower by roughly 20%, sped up incident resolution, and created a scalable platform for future enhancements like virtual agents and a SMAX mobile app.

Jawwy

Hany Abou Shady

Chief Technology Operation