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A Case Study with Sean Dendle, Founder & CEO, Cymax
Cymax was founded in November 1996, from a rusty desk in a garage while its founder was still at high school. Today Cymax is a managed IT services provider with clients across Australia and international points of support, recognised among the top 10 MSPs in Australia by its peers and named in the global MSP 501.
Sean Dendle describes Cymax as an ETSP rather than an MSP, an Essential Technology Services Partner, with partner as the operative word. The business is built on strong, lasting relationships that feel like a partnership rather than a provider arrangement.
Cymax was used to working with Tier 1 providers, but those relationships rarely went past the transaction. For a busy MSP juggling competing priorities, the old way meant managing multiple portals and jumping through hoops, when the real friction was never the infrastructure Cymax managed, it was the connection underneath it.
Cymax wanted a carriage partner whose relationship matched their own ethos, one that could deliver the best possible connection to each client with the agility to adapt as needs changed, and without locking anyone into a contract.
“As you can imagine, MSPs have a lot of competing commitments. Their finite commodity is time, and we typically circle back to things as and when we need to.”
Cymax first came across Hosted Network at an SMBiT community event, and the presentation stuck. Hosted Network didn’t pitch its data services, portal, voice or mobile. It presented on how an MSP can differentiate itself by building a genuine relationship with its clients. That set the tone for everything that followed. There was no hard sell, just a simple question: how can we add value, and what’s important to Cymax? Hosted Network built the relationship at Cymax’s pace, patient yet responsive, and the shared values showed up in the work. Cymax has since extended the partnership well beyond standard NBN services to NBN Enterprise Ethernet, with fibre, voice and mobile data services in the pipeline.
“Hosted Network is agile, nimble, responsive, and provides us with value so far beyond the transaction. It feels like a partnership. And that’s really important to us.”
The partnership gave Cymax:
The difference shows up in the outcomes for clients. For one Cymax client with close to 400 staff and devices peppered across the country, Hosted Network helped identify whether Telstra or Optus was the best fit for coverage, delivered the best possible connection on a single bill, and saved the client thousands of dollars every month.
It’s a profitable outcome for Cymax without being cumbersome to manage, and because nobody is locked into a contract, Cymax can pivot the moment a client’s needs change. It’s the kind of result that has Cymax recommending Hosted Network across its own community and to the MSPs it mentors.
“I’ve got countless MSPs that I’ve recommended, and what they’ve experienced pre Hosted Network versus post Hosted Network is the difference between chalk and cheese.”
