Approaching 30 Years in Business, Cymax Finally Found a PSA Worth Switching To

About

Cymax is an Australian managed service provider approaching its 30th year in business. Supporting clients across Australia with a 24/7 service desk, a capability the business has run for over two decades, Cymax is one of the most mature MSPs in the Australian market.

The Challenge

After 12 years on the same PSA, the cracks were beginning to show. Built primarily for the US market, Cymax’s previous platform had poor local representation, and offered few native integrations, forcing the team to build and maintain their own custom integrations.  

Data remained scattered across disparate systems, with the team relying on manual processes to fill the gaps. Engineers lacked the full picture inside each ticket, and management frequently had to step in just to keep jobs moving.

“Most MSPs just don't have the time to be mucking around with APIs, getting them to work in the first place or maintaining them when they break.” ‍

Sean Dendle, CEO, Cymax

The Solution

Before committing, Cymax consulted peers across a national MSP collective. When they asked both shortlisted vendors for reference customers who’d switched and been live for at least six months, Halo came back immediately with multiple names. Those conversations gave Cymax the confidence to move forward. They went live with Halo in 2023.

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Where their previous PSA offered very little out of the box, Cymax was quickly able to create a connected ecosystem within Halo, utilising native integrations with Microsoft CSP, CIPP, Dicker Data, Pax8, Twilio and more.

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Ticket quality has improved significantly, with data now consolidated into a central source of truth. This has reduced the need for management to constantly step in, with less cross-chat between engineers and leadership required to keep jobs moving. Automations and workflows are constantly being improved, with Cymax now developing an AI strategy built around Halo.

“Halo’s not trying to be anything more than a really, really good PSA. What they’ve done is created a beautiful ecosystem through their integrated support, which means we can go out and select the best-of-breed technologies to deliver the best outcome for our clients.” 

‍Sean Dendle, CEO, Cymax

The Results

• $20,000 saved annually through click-to-call: By analysing team size, daily outbound call volumes and time saved per call, Cymax calculated a $20,000 annual productivity gain by eliminating the need for engineers to manually look up and dial phone numbers.

• From near-zero to a connected ecosystem: Cymax now runs a growing suite of supported integrations, replacing custom-built API connections that previously required significant internal resource to maintain.

• Reduced management overhead: Better ticket quality and consolidated data has significantly cut internal cross-chat, saving hours of time a week.

• Overall cost justified: The productivity gains delivered by Halo significantly outweigh the monthly cost of the platform.  

"The feedback I got from every reference customer was universal. They all said the same thing: we wished we'd moved to Halo sooner.”

Sean Dendle, CEO, Cymax

As Cymax looks ahead, automation and AI are firmly on the roadmap, and Halo sits at the centre of that strategy, giving the business the agility and flexibility it needs to keep growing.

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