List of CyberMAK CSM Customers
Kuwait City, 13009,
Kuwait
Since 2010, our global team of researchers has been studying CyberMAK CSM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased CyberMAK CSM for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using CyberMAK CSM for Customer Experience include: Zain Group, a Kuwait based Communications organisation with 8500 employees and revenues of $6.40 billion, Ibasis, a United States based Professional Services organisation with 500 employees and revenues of $1.00 billion, Ooredoo Kuwait, a Kuwait based Communications organisation with 2000 employees and revenues of $150.0 million and many others.
Contact us if you need a completed and verified list of companies using CyberMAK CSM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The CyberMAK CSM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Ibasis | Professional Services | 500 | $1.0B | United States | CyberMAK Information Systems | CyberMAK CSM | Customer Experience | 2019 | n/a | In 2019, iBASIS implemented CyberMAK CSM as part of a major update and upgrade project centered on its BMC ITSM environment. The deployment was recorded under the Customer Experience category and was scoped to increase the effectiveness of support teams and improve service quality for customers. CyberMAK CSM was configured to deliver core Customer Experience capabilities typical of IT service management, including incident management, service desk orchestration, change management, and knowledge management. Configuration work emphasized ticket routing automation, SLA tracking, and self-service support workflows consistent with enterprise CSM deployments. The program targeted operational support teams and customer-facing service functions, accompanied by process realignment to standardize incident and request handling across support channels. The engagement with CyberMAK focused on upgrading BMC ITSM capabilities to meet stated objectives around support effectiveness and service quality. | |
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Ooredoo Kuwait | Communications | 2000 | $150M | Kuwait | CyberMAK Information Systems | CyberMAK CSM | Customer Experience | 2018 | n/a | In 2018, Ooredoo Kuwait engaged CyberMAK Information Systems to deploy CyberMAK CSM, a BMC based Customer Service Management application focused on Customer Experience. The implementation targeted customer service teams within Ooredoo Kuwait's telecom operation and prioritized SLA and OLA enforcement as well as improvements to first contact resolution, while delivering a consolidated 360 degree view of customer interactions. The CyberMAK CSM deployment used BMC CSM modules as stated on the vendor testimonial page, configured to centralize case and interaction records, automate workflow routing, and instrument SLA and OLA tracking. Functional capabilities emphasized included case management, knowledge capture to support first contact resolution, and workflow automation to route escalations across service teams. The solution was extended into tower planning processes to surface customer impact and coordinate operational planning. Operational rollout focused on customer service teams in Kuwait and integrated CyberMAK CSM into existing operational workflows. Governance changes introduced role based ownership for case resolution and formal SLA and OLA monitoring processes to enforce service levels. The vendor testimonial reports reduced churn and improved customer visibility as outcomes of the CyberMAK CSM deployment. | |
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Zain Group | Communications | 8500 | $6.4B | Kuwait | CyberMAK Information Systems | CyberMAK CSM | Customer Experience | 2017 | n/a | In 2017, Zain Group implemented CyberMAK CSM as a tier-1 Customer Experience application alongside billing and ERP to run customer care, call center complaints, service requests and retailer and distributor integrations across Kuwait. The implementation positioned CyberMAK CSM at the center of Zain Kuwait's customer support operations, aligning customer interaction workflows with commercial systems. The deployment configured functional modules for case management, service request orchestration, call center complaint handling, retailer and distributor interface management, and field use cases such as device maintenance, sales refunds and site management. CyberMAK CSM was set up to support standard Customer Experience workflows including ticketing, SLA routing and queue management to coordinate front office and field operations. Integrations explicitly included the operator's billing and ERP systems and channel interfaces to retailers and distributors, enabling end to end ticket visibility and transaction reconciliation between care and commercial systems. Operational coverage was national across Kuwait, and the platform supported customer care, contact center, field maintenance and channel management teams. Governance treated CyberMAK CSM as a tier-1 operational system, standardizing case routing and operational processes across business functions and channels. The implementation expanded into additional use cases and improved customer satisfaction while enabling broader channel integration according to the CyberMAK testimonial. |
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