Diebold Nixdorf

Implementing SMAX for Service Management

Diebold Nixdorf adopted SMAX as a unified portal for service management, catering to both internal employees’ requirements and satisfying the needs of managed services customers. The user-friendly interface, real-time progress tracking, and direct interaction with request owners garnered positive feedback from users. The enterprise-wide service desk quickly gained traction, and soon the team noticed a marked result, as Zuzana Mayerova, ITSM program manager for Diebold Nixdorf, commented, “Users like our SMAX portal as they can easily track the progress of their requests and interact directly with the request owner through a user-friendly interface.” There is a library of more than 480 knowledge articles which encourages user self-service too. She continued, “Thanks to the self-service capabilities offered by the SMAX, we have observed a 30 percent reduction in call volumes, as our users continue to handle more and more tasks independently.” Having the right service models in SMAX helps to assign requests to the correct expert group which leads to a reduction of the manual effort, faster processing, yielding improved response and resolution times.

In recent years, Diebold Nixdorf has experienced rapid growth in SMAX adoption, with now over 33,000 users using the Service Portal. SMAX’s AI-driven capabilities have helped streamline routine tasks, improving overall efficiency for the service agents. AI also supports the creation of knowledge management articles to improve self-service capabilities which reduces the overall volume of requests and improves both collaboration and resolution times.

Smooth migration to SMAX SaaS

Recognizing the cost and operational advantages of the cloud, Maria Grbic, vice president of global IT modern workplace technology at Diebold Nixdorf, also expressed her thoughts on the value brought by the migration to SaaS, “By moving SMAX in the cloud, we have overcome the challenges of maintaining on-premise hardware. We receive continuous updates and have the flexibility to scale resources as needed. In addition, the AI-driven functions of SMAX have revolutionized incident management, enabling us respond efficiently to service requests and resolve issues faster than ever before.”

The transition was completed within a three-month timeframe, facilitated through effective governance and collaboration between Diebold Nixdorf and OpenText™. Diebold Nixdorf collaborated closely with OpenText™ Professional Services to ensure a seamless migration to SMAX SaaS. User acceptance testing activities validated the SaaS tenant and integration points, while legal documentation and data privacy considerations ensured compliance with security standards. The go-live execution and consolidation of service asset and configuration management (SACM) within SMAX further opened up the possibility to improve incident and problem resolution, change management processes, and overall service quality.