OTRS for IT Service Management Support for Support. Support for your IT department with automated, compliant...
News
Customers expect, demand and deserve excellent service. Companies must recognize that the quality of service delivery is a decisive factor for their success. After all, winning a customer costs a lot of money. Losing it due to poor service would be a financial mistake.This article explains how to achieve targeted customer service management in order to protect the bottomline.
Service request management is a central component of modern ITSM frameworks such as ITIL (Information Technology Infrastructure Library). It helps to increase user satisfaction through repeatable and scalable processes.
Artificial intelligence in customer service is an important competitive factor. This article explains the importance of artificial intelligence (AI) in customer service, its benefits and useful best practices.
The services that companies provide to their customers contribute directly to their reputation and long-term economic stability. It is not just about running a service management system anymore. It is about doing it smartly. This article explains how this works.
Customer service is an important success factor for companies. After all, the image that a customer has of a company manifests itself above all in the service experience. Automation is a promising way to provide fast and individualized services - but caution is advised in some areas. This article explains how good automated customer service works.
Success Stories
The challenge
Continuous improvement is the credo of the SIEVERS-GROUP: support should be more efficient and of a higher quality for customers. It also strives to optimize the services and products provided. In order to be able to control these factors in a targeted manner, the relevant KPIs (key performance indicators) first had to be made visible and measurable.
1.200 tickets per month
90 agents
The solution
This has now been achieved. “With the help of OTRS, we were able to model and implement standardized processes for ticket processing throughout the company,” reports Henrik Kindt. This results in two key advantages: First, thanks to OTRS, it is possible to communicate with customers much more transparently and efficiently. Secondly, by measuring relevant KPIs, the SIEVERS-GROUP is able to monitor its service quality in a targeted manner and improve it immediately if necessary.
SolutionIT Service Management
With OTRS as our central helpdesk solution, we can respond quickly to inquiries and offer our volunteers a first-class service.
The challenge
The DLRG teams are spread across Germany. They need fast IT service and use a variety of hardware.
2,000 tickets per month
126 agents
The solution
With OTRS as a central software solution, those responsible can improve IT service delivery through excellent organization and quick request processing.
SolutionIT Service Management
The customization options were important in our decision for OTRS. The price-performance ratio then tipped the scales.
The Challenge
Sales teams did not have a sufficient overview of customer inquiries and processes, sometimes duplicating work.
7000 tickets per month
30 agents
The Solution
OTRS provides an organized overview of all processes and their processing status, and it has noticeably increased efficiency.
Optimally structured communication and efficient support for greater customer and employee satisfaction at ALPHA COM Deutschland GmbH with OTRS
The Challenge
The ITSM solution used until 2017 was technologically insufficient as a support solution. It lacked transparency, led to communication outside the tool, and employees who were dissatisfied with the interface.
2,000 tickets per month
50 agents
The Solution
High transparency in inquiry handling, efficient escalation processes and structured communication – the use of OTRS leads to increased service quality and satisfied employees and customers.
SolutionIT Service Management
Switching from ((OTRS)) Community Edition to the OTRS enterprise help desk solution improves CSAT and enables proactivity at a great value
The Challenge
The company was growing. It was time to evolve – from an open source ticketing system to an enterprise help desk solution – in order to better meet the growing needs of customers, management and IT.
1,000+ tickets per month
12 agents
The Solution
The customizable OTRS help desk solution was selected and support was added.
HYDRO Systems KG develops and manufactures innovative solutions for the maintenance, repair and assembly of aircraft
The Challenge
Each of the worldwide locations, or each department within the HYDRO Systems KG locations, had been using its own e-mail address, which led to a lack of transparency, confusion and too many points of contact for customers.
4,000 tickets per month
100 agents
The Solution
Excellent first level support and the introduction of the professional work structuring and communication solution fromOTRS ensured a noticeable increase in the optimization of service request handling
SolutionCustomer Service & Support
As part of the Berlin state government, the Senate Department for Education, Youth and Family Affairs shapes important areas of social coexistence. One focus is education policy with daycare centers, schools and adult education, while the other two areas of responsibility are youth and family.
The Challenge
The software supporting the services for citizens was predominantly organized in a decentralized manner in the Berlin youth welfare offices of the 12 districts until the introduction of centralized IT specialist procedures.
1,000 tickets per month
50 agents
The Solution
The ISBJ unit provides uniform specialized procedures for each youth welfare office, ensures smooth operation, and, with the help of OTRS, is the central point of contact in the event of malfunctions and for addressing service requests.
SolutionIT Service Management
Bemol was able to 100% automate the workflow of tickets from creation until final resolution with the OTRS platform, integrating the management of requests and authorizations for an average of 5,900 tickets per month. Today, a bottleneck, which had generated 500 stopped tickets, has been eliminated.
The Challenge
Tickets were routinely stuck and customers were frustrated.
5.900 tickets per month
88 agents
The Solution
Free version of ((OTRS)) Community Edition was updated to supported OTRS version.
110,000 students mean a high volume of requests. OTRS ensures transparency and better organization.
The Challenge
Increased volume of requests via a shared email inbox led to overload
100+ tickets per month
Varies agents
The Solution
By using the helpdesk software OTRS, requests could be assigned directly, processed faster and the entire process could be tracked in an uncomplicated manner.
Cutting-edge technology and reliable solutions for sheet metal working machines complemented by optimal customer service and support – backed by OTRS.
The Challenge
Customer inquiries were received exclusively by an external call center and were not recorded or classified uniformly. Due to the call center’s data management, the potential of OTRS could not be fully exploited. Logical linking, inquiry evaluation and a web-based customer portal were not possible due to the lack of integration of customer and machine data.
250 tickets per month
25 agents
The Solution
With the expertise of OTRS experts, the call center software was connected. Customers can now create tickets themselves and have insight into their inquiry at any time.
