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

One of Australia's Most Mature MSPs

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 established MSPs in the Australian market, delivering managed IT, networking, security, and cloud services to businesses of all sizes.

12 Years on the Same PSA — and the Cracks Were Showing

After more than a decade on the same platform, the limitations had become impossible to work around. Built primarily for the US market, Cymax's previous PSA offered poor local representation and almost no native integrations. The team had been forced to build and maintain their own custom API connections — work that consumed significant internal resource and was perpetually fragile.

Data remained scattered across disparate systems. Engineers lacked the full picture inside each ticket, and management frequently had to step in to keep jobs moving, creating a layer of cross-chat overhead that compounded across the week. There was no single source of truth, no connected ecosystem, and no clear path to building one on the existing platform.

Peer-Validated, Native-Integration-First

Before committing to any platform, 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 responded immediately with multiple names. Those peer conversations gave Cymax the confidence to move forward — and they went live in 2023.

Where their previous PSA offered near-zero out of the box, Cymax quickly built a connected ecosystem within Halo. Native integrations with Microsoft CSP, CIPP, Dicker Data, Pax8, Twilio, and more replaced the brittle custom connections they'd previously maintained.

Ticket quality improved significantly. Data consolidated into a central source of truth, reducing the need for management to step in and cutting internal cross-chat. Automations and workflows are continuously being improved, with Cymax now developing an AI strategy built around HaloPSA at its core.

Justified on Productivity Alone

• $20,000 saved annually through click-to-call — calculated by analysing team size, daily outbound call volumes, and time saved per call by eliminating manual number look-up and dialling
• From near-zero to a connected ecosystem — a growing suite of native integrations replaced custom-built API connections that previously required significant internal resource to maintain
• Reduced management overhead — better ticket quality and consolidated data significantly cut internal cross-chat, saving hours of management time per week
• Platform cost fully justified — the productivity gains from HaloPSA significantly outweigh the monthly cost of the platform