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BCX Transforms Internal and External Customer Experiences with BMC


improvement in ROI


improvement in first-call resolution


reduction in event noise

Company Overview

Based in South Africa and a subsidiary within the Telkom Group, Business Connexion (BCX) is a strategic business partner, reimagining digital roadmaps and implementing integrated systems that drive evolution and growth for enterprises and public sector organizations across various industries and sectors within South Africa, Botswana, Mozambique, Namibia, the UK, and Zambia.

BCX delivers solutions impacting how people live, learn, and work every day. In business for over 40 years, it has evolved from a trusted information and communications technology (ICT) partner to a full-service digital transformation enabler. BCX is a proud Level 2 Broad-Based Black Economic Empowerment (B-BBEE) company with over 5,000 employees committed to enabling transformation through deep industry expertise and expertly crafted solutions incorporating the broadest portfolio of world-leading products and an extensive partner ecosystem.

The Opportunity

Amid an increasingly competitive marketplace, BCX was seeking ways to grow its business beyond the manual, legacy tools and siloed systems that were increasing costs, slowing service delivery, and stifling innovation. Ready to chart its own internal digital transformation, it wanted to address strategic gaps, find a new source of revenue, and give its IT operations (ITOps) teams more time to focus on strategic endeavors instead of extensive testing and administrative functions.

Furthermore, BCX’s organizations were challenged by a rise in remote working and a reduction in IT capital expenditure (CapEx) spends during the pandemic. In response, BCX needed to pivot its operational support and began investing in cloud, self-service, and utility business models.

The Solution

BCX is an established BMC customer, with over 500 of its own customers using BMC solutions. For one of the large utility companies in Africa, BCX implemented BMC Helix ITSM, and it was the first BMC customer in Africa to go live with BMC Helix ITSM on the Amazon Web Services (AWS) platform.

Ready to chart its own internal digital transformation, address strategic gaps, and find a new source of revenue, BCX selected a comprehensive BMC Helix portfolio for a go-live. Solutions include BMC Helix Digital Workplace Advanced, BMC Helix iPaaS, BMC Helix ITSM, and the BMC Helix platform.

Business Results

The implementation was a dual success story for both BCX and its customer, helping both companies reduce their risks and deliver an exceptional internal and external customer experience. Additional benefits included: 

  • Creation of a self-service knowledge management catalog that improved return on investment (ROI), faster service to the end user, and lower monthly service costs for customers.
  • Execution of an integrated, managed service desk with existing BMC solutions to enable configuration management database (CMDB) entries, event management, and proactive monitoring with the ability to drive reports and understand impact faster.
  • An improved user experience with automated ticket logging and password resets and quicker call resolutions and response times.

Looking Ahead

Going forward, BCX expects to leverage its integrated service and operations management platform to continue reducing its costs and time to market and establish new business opportunities among its existing customers.

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