Case Study: Petroleum Development Oman achieves efficient self-service for 12,000 users and smarter root-cause analytics with OpenText SMAX

SMAX successfully delivers efficient self-service for 12,000 users, while SMAX smart analytics support root cause and trend analysis.

Petroleum Development Oman (PDO) is the Sultanate’s leading exploration and production company, supporting more than 12,000 end users across a large, complex operation. PDO needed to consolidate service and asset management, reduce heavy customizations in its decade-old service platform, and use data more intelligently for root-cause and trend analysis while improving self-service and vendor accountability.

PDO implemented Micro Focus SMAX with Operations Orchestration to deliver a new Digital Gateway and AI virtual assistant, rolling out remotely in three months and training 90 agents. The out-of-the-box solution automated workflows (e.g., WiFi provisioning, asset lifecycle), centralized vendor KPIs, and enabled smart analytics; within four months Digital Gateway saw 1,000 daily users with 15–20% self-service, faster resolutions, greater transparency, successful upgrades, and measurable time and cost savings.

Petroleum Development Oman

Elchin Mahmudov

SMAX Technical Lead