Smart Service Desk Case Study

Case Studies

SMART Service Desk has helped several organizations big and small, offer exceptional service for employees and customers. Here are some customer service success studies, that will show you how these companies are winning with SMARTServiceDesk.Com



Concentrix a global leader, which provides innovative services and technology to accelerate high-value interactions at every stage of your customer’s lifecycle, was looking for a user friendly solution, where the employees can create and track their queries, concerns & service request from web and mobile applications. SMART Desk was the selected by concentrix to serve its geographically diversified employee work force.

northern cape province

Northern cape province

Northern Cape Provincial Treasury (NCPT) South Africa, required Information and Communication Technology (ICT) services to deliver on its core and supporting business functions. For effective governance of these services an ITSM solution was required for the implementation and management of quality information services to departmental and provincial officials. SMART Service Desk – ITSSM was implemented a record time of 6 weeks by SMART Service Desk regional office in South Africa.

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Technip a world leader in project management, engineering and construction for the energy (oil & gas) industries required a solutions, required an IT Service Management solution. SMART Desk was implemented along with Complex integrations, with in-house ERP systems for implementing the service request approval workflow process. SMART Desks workflow configurator turned out handy for Technip IT Team, to achieve its complex workflow requirement, typical of any large scale service management implementation.



Toyota was looking for a solution that has all pink verification to verify ITIL end to end processes & flexibility of customization to meet their business requirements. They tried with all major products and finally selected SMART Service Desk which is fully ITIL compliant & easy to customize. Toyota has streamlined IT procurement processes & drive smarter asset management reuse.

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Infoline wanted a solution for their call center agents which is quick, easy to navigate & automate the process of customer complaint management. SMART Service Desk’s user friendly screens and workflow engine helped them to streamline the process. Infoline has successfully on boarded more than 10 government organizations in its call centers, using SMART Case Management Solution Web based and Mobile Apps.

abdul latif jamil co ltd

Abdul latif jamil co ltd

ALJ Electronics and Air Conditioning having diversified business in the Middle East, North Africa, and Turkey (MENAT region) selling popular brands such as Toshiba, Dora, Sharp, Bosch, White Westinghouse, Alpine, Rheem and Mekar required a ITIL based customer complaint, work order, asset inventory management software & integrate with Oracle E-business suite, to post work orders, sales orders financial entries. SMART Field Service Management solution was implemented to meet all requirements of ALJ and also Ameyo Contact Center Solution integration was performed, allowing agents to handle customer calls in an integrated environment.

royal saudi land forces

Royal saudi land forces

Ministry of Defense KSA, required a multi-lingual tool, which was easy to use and rollout new ITSM processes to different Departments. SMART Service Desk was rolled out in record time of 2 months for IT, Facilities and Operations Management Departments.

ministry of work

ministry of work

Ministry of Works (MOW), responsible for all infrastructure services in the Kingdom of Bahrain, including the public road networks, required a feature rich, and easy to customize IT Service Management solution, which could meet their requirements like routing of Incidents based on IP address, configurable service ordering screens and robust configuration management database. SMART Desk met all the project requirements, with ease, and is use in MOW since 2011.

oman arab bank

Oman arab bank

Oman Arab Bank SAOC, which engages in the commercial and investment banking activities in the Sultanate of Oman required an ITIL based service lifecycle management solution to support its core banking service delivery and support functions. SMART Desk was the 1st customer of SMART ITSM Suite and is customer since 2010.

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military industries corporations

Military industries corporations

Military Industries Corporation (MIC) Saudi Arabia, required a multi-lingual ITIL based help desk, IT Service Management Solution with Arabic support and Hijri Calendar. SMART Service Desk was rolled out for IT and Facilities Management in a record time of 2 months for a large scale implementation of 20,000 plus users.

ministry of health

Ministry of health

Ministry of Health - Oman required a citizen case management solution to capture & manage citizens’ complaints, queries and concerns. Since 2013 citizens of oman, covered by ministry of health, are having the calls logged in SMART Desk, in Infoline Call Centers by ministries multi lingual support agents. Also more than 30% of HelpDesk Calls are reported by Andriod and iOS Mobile Apps powered by SMART Service Desk Technology Platform, which has reduced the number of contact center agents by 30 percent.

liwa international school

Liwa international school

Liwa Schools Launched a School Service Management System to improve the efficiency of IT and Facilities Services to Students and Faculty Members. The school needed a cloud based solution as part of its lean IT Infrastructure initiatives, and decided to implemented SMART Desk Cloud Solution after extensive evaluation of other help desk solution. School today has a service catalogue and other benefits have included tighter asset management, escalation processes and better Service Level performance.

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Mediterranean & Gulf Insurance (MedGulf) senior management wanted IT to gain competitive advantage and help business growth. With SMART Desk implementation it was IT is able to drive up efficiencies, and bring down service delivery costs. IT Director of MedGulf carefully evaluated 3 systems, to ensure ITIL compliance point by point, as per ITIL books, and then selected SMART Desk.

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Civil Service Pension Fund

Civil Service Pension Fund

Civil Service Pension Fund in Oman implemented SMART Desk as on premise implementation. The entire ITIL processes of Incident, Problem, Change, Request Fulfillment, and System Asset and Configuration Management were implemented in a record time of 6 weeks.

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Tamer group a leading pharma and trading company in Middle East, selected and implemented smart desk, because of its easy to configure workflow for ITIL processes, for its geographically diversified locations in KSA. Tamer is customer since 2012, and has recently upgraded to v11 of SMART Desk



Budget rent a car has implemented SMART Service Desk – ITSM Suite, to cater the Service Management needs of its IT Department.


Saudi Electricity Company

Saudi Electricity required a tool to automate its IT Governance, Risk and Compliance Management as per ISO 27001 Information Security Standard. SMART GRC solution has help SEC to meet the required statutory guidelines.

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After using Front Range HEAT ITSM Software for many years, South African National Blood Service has replaced HEAT ITSM Software with SMART Service Desk – ITSSM Software. Key reasons for switching to SMART were, reduced licensing costs and requirement of SANBS to have integrated ITSM & GRC software solution.

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Blood Transfusion

Blood Transfusion

Blood transfusion has implemented SMART Service Desk - Service Management Solution to streamline workflow in IT, Facilities and Maintenance Departments.

Federal Customs Authority

Federal Customs Authority

Federal Customs Authority in Dubai has implemented SMART Service Desk to comply the guidelines of ISO 20000 Service Management Standard.



TouchPoint (Pvt.) Limited a leading distributor of Diebold ATMs and Security solutions in Asian Region, offering product lines such as Opteva ATMs, Advance Teller Automation Technology and complete range of Security Products, has implemented SMART Field Service Management Managed Solutions for Mobile Workforce to Power its Service Transformation Initiative.

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