Case Study: Volkswagen Financial Services achieves operational excellence and streamlined self-service with OpenText SMAX

SMAX and AWS enable operational excellence and provide cost savings while improving customer service management processes

Volkswagen Financial Services (VWFS) needed to replace phone-based requests for laptops, servers, and office supplies with a faster, Amazon-like self-service experience. As part of its operational excellence initiative, the company turned to OpenText, using OpenText Service Manager and SMAX to support backend fulfillment and build a modern portal for employees.

OpenText, working with Materna, implemented the cloud-based FS.Get self-service portal on AWS, with secure, automated workflows and integrated service catalog processes. The result was a global portal for about 12,000 employees offering more than 200 services, improved transparency and security, and reduced helpdesk workload as users handled standard requests themselves.

Volkswagen Financial Services

Paulina Otte

Project Manager