OpenText Success Story: How ITECS Delivers Dedicated On-Site IT Support in Dallas | Case Study
May 1, 2025
Empowering OpenText Dallas with Dedicated On-Site IT Support
How ITECS delivers consistent technical expertise that seamlessly extends OpenText's internal IT capabilities.
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Project Overview
OpenText, a global leader in Enterprise Information Management (EIM), faced a growing need for consistent, high-quality IT support at their Dallas branch office. With an expanding team and increasing technical demands, they required a solution that would extend their internal IT capabilities without the overhead of building an entirely new department.
ITECS stepped in to provide dedicated weekly on-site IT support, creating a seamless extension of OpenText's existing IT infrastructure. Our partnership delivers consistent technical expertise, manages essential technology operations, and enables OpenText's team to maintain operational continuity while focusing on strategic initiatives.
Key Highlights
The Challenge
OpenText's Dallas branch was experiencing significant growth, but their distributed IT support model was struggling to keep pace with day-to-day operational needs. The company faced several key challenges:
- Lengthy response times for routine IT issues impacting employee productivity
- Inconsistent new-hire hardware provisioning causing delays in onboarding
- Limited on-site technical expertise for immediate hardware and network troubleshooting
- Coordination difficulties between central IT and the Dallas office for scheduled deployments
- Increasing strain on existing IT resources as the office expanded
They needed a solution that would provide consistent, high-quality IT support without building out an entire local IT department or overburdening their central IT team.
Our Solution
ITECS developed a customized on-site IT support program specifically tailored to OpenText's Dallas office requirements. Our approach integrated seamlessly with their existing IT infrastructure while providing the local presence and expertise they needed.
Dedicated On-Site Support
ITECS provides a consistent IT specialist on-site weekly, ensuring continuity of service and intimate knowledge of OpenText's environment. Our specialists integrate with the team, becoming a familiar and trusted resource.
New-Hire Provisioning
Our team manages the complete provisioning process for new employees, including computer setup, software installation, network configuration, and user account creation, ensuring consistent and timely onboarding.
Hardware Deployment Coordination
ITECS coordinates with OpenText's central IT for scheduled hardware refreshes and deployments, providing on-site assistance during rollouts and ensuring minimal disruption to operations.
Proactive Maintenance
Our specialists perform regular system checks, software updates, and preventive maintenance during each visit, identifying and resolving potential issues before they impact operations.
The Results
Our dedicated on-site IT support program has delivered significant improvements for OpenText's Dallas office, enhancing productivity and providing peace of mind through consistent technical expertise.
Ready to Transform Your IT Support?
ITECS empowers businesses with dedicated on-site IT support that seamlessly extends your internal capabilities. Our specialists become an integral part of your team, delivering consistent expertise and exceptional service.
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