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Customer stories

OpenText logoOpenText Global Technical Support Team PPM

OpenText transformed reporting and insights with OpenText Project and Portfolio Management automation and dynamic dashboards

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About OpenText

OpenText helps companies securely capture, govern, and exchange information on a global scale. From small businesses to the world’s largest enterprises, OpenText solves digital business challenges across industries.
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  • Founded in:
    1991
  • Employees:
    23,000
  • Customers:
    120,000+
  • Footprint:
    180 countries

Summary

Challenges

  • Weekly updates were inconsistent and manually intensive.
  • Static tools like PowerPoint couldn’t deliver real-time visibility.
  • Varying audiences had differing needs.

Solution

  • Automated reporting from project data.
  • Standardized info across all projects.
  • Customizable outputs for stakeholders.

Results

  • Weekly reporting: ~80% time savings
  • Monthly reviews: >90% time savings
  • Automation: 100% reduction in manual effort

Challenges

  • Inconsistent, manually intensive of project data
  • Static tools lacked real-time visibility
  • Varying audiences wanted different views

The OpenText GTS Project Management Office (PMO) is a dedicated team that manages large-scale initiatives for the Global Technical Support (GTS) organization. GTS includes thousands of technical support agents worldwide, and the PMO ensures the successful delivery of complex programs that impact the entire organization. The team focuses on driving strategic projects that enhance operations, improve efficiency, and support the evolving needs of GTS.

The GTS PMO team faced growing complexity in managing project reporting. Weekly and bi-weekly updates were lengthy, inconsistent, and required significant manual effort. Monthly and quarterly business reviews for directors, VPs, and AVPs added even more workload. As programs expanded—often with ten or more projects running concurrently—the traditional approach of static PowerPoint decks became unsustainable. Leadership needed timely, accurate insights to make informed decisions, while project managers needed a simpler way to share updates.

A group of business people collaborating and pointing at a computer screen in an office

Seeing project data in real time is of absolute value. While we started with static snapshots, our goal was a fully dynamic dashboard that delivers the same flow—updated as often as needed.

Nicholos Brown
Global Program Manager, GTS PMO Team, OpenText

Solution

OpenText™ Project and Portfolio Management delivered an integrated foundation for automated, consistent reporting.

Products deployed

Automated reporting from project data

The OpenText GTS PMO team includes roughly a dozen members currently using OpenText™ Project and Portfolio Management for project management, with plans to expand usage to the entire operations group. Beyond GTS Operations, other teams within GTS—such as the Enterprise team—are also adopting OpenText Project and Portfolio Management, adding an additional sub-portfolio with three to four project managers actively using the tool.

OpenText Project and Portfolio Management provided the ideal foundation with integrated functionality that automated reporting and ensured data consistency. This capability enabled the team to generate reports directly from project data, standardize information across all projects, and deliver customizable outputs tailored to different stakeholders. Moreover, it positioned them to evolve toward more dynamic and interactive reporting capabilities, enhancing transparency and decision-making across the organization.

Standardized info across all projects

The team approached the solution in two phases to address both immediate reporting needs and long-term visibility goals.

Phase 1: PowerPoint reporting
To simplify leadership reporting, the team uses the Force Square feature—a one-click button in OpenText Project and Portfolio Management that automatically generates a PowerPoint report. This report includes color-coded health indicators, key contacts and stakeholders, milestones with planned dates and status, and project objectives and scope. Automating this process streamlined the creation of decks for leadership reviews and saved hours of manual work.

Phase 2: GTS business review dashboard
To support the need for deeper insights, the solution includes a dynamic HTML+ dashboard that supports three distinct views:

  • Day-to-day activities for project managers
  • Portfolio-level oversight for PMO leadership
  • Executive-level insights for senior leadership

Customizable outputs for stakeholders

The dashboard enables filtering by business unit, program, and project type. It provides interactive timelines, milestone tracking, and workload analysis. Users can drill down into specific projects to see health indicators, objectives, risks, and next steps—all in real time.

The dashboard is now a core tool for monthly and quarterly business reviews, executive updates, program-level and team meetings, and one-on-one sessions to review workloads and risks.

Two warehouse employees using a laptop for inventory management in a logistics facility

Since moving to OpenText Project and Portfolio Management, everything is in one place—notes, accomplishments, and work plans. Now we can automate weekly stakeholder reports with a single click, saving time and eliminating worry as long as projects stay up to date.

Nicholos Brown
Global Program Manager, GTS PMO Team, OpenText

Results

Automated reporting and dashboards cut manual work by 80%, standardize data, and provide real-time project health visibility. The scalable solution improves decision-making and collaboration, transforming leadership reviews and project oversight across GTS programs.

The impact has been significant, with automated reporting delivering substantial time savings and dramatically reducing manual effort. Standardized data across all projects has improved consistency and accuracy, while real-time visibility into health and risks has enhanced decision-making. The solution scales seamlessly to support multiple programs and dozens of projects, fostering collaboration through easy sharing of insights across teams and leadership. As a result, the dashboard has become an indispensable tool for managing complex programs and aligning stakeholders.

Manual reporting used to take about 1 hour per project, totaling roughly 30 hours weekly for 30 projects. With OpenText Project and Portfolio Management automation, this process now takes less than 5 minutes per project—an estimated 80% time savings. Similarly, monthly business review preparation dropped from a full day to just 30 minutes, thanks to the interactive dashboard.

Next steps

In the future, the team anticipates creating multiple portfolios, including Global Technical Support Operations and dedicated portfolios for Communications, Digital Support, Reporting, and the PMO. Each portfolio will encompass several programs aligned to these functional areas, providing structured oversight and scalability.

Next steps will focus on enhancing intelligence and usability, with a plan to introduce predictive analytics for proactive risk management, integrate resource capacity planning, and implement automated alerts for milestone delays and critical risks. Additionally, the team will continue refining the user experience based on feedback to ensure the solution remains intuitive, scalable, and aligned with evolving business needs.

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