Simplify customer service and support operations with OTRS. Our platform offers customizable solutions for a wide range of business units, from IT to HR. With features like ticket management, automation, and reporting, OTRS can help your organization provide exceptional service to all customers.
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Success Stories
Impact of OTRS
- All relevant information is managed in one system
- Increased transparency for each team
- Reduced response times
- Efficient escalation processes
- Faster, cross-team communication
- Improved inquiry handling quality
- Improved service quality
- Simplified evaluation
- Unified knowledge transfe
Requirements
- Standardized and automated workflows for transaction processing
- Predefined service process types, dependencies, checklists and escalation rules
- Integration of flanking services – such as e-mail or CRM systems
- Integrated knowledge database
- Customer portal
- Chat
- Transparency and reporting on service performance by providing statistics, evaluations and key figures
- Customizing option with regard to company-specific services and databases
Features
- Role and Authorization Management
- Service Center
- Prioritize and assign tickets
- Ticket history
- Telephone communication channel
- E-mail communication channel
- Chat communication channel
Numbers
Requirements
- Professional support availability
- Ability to customize solution
- Full AD integration
- Reporting
Features
- Knowledge base
- External portal
- CMDB
- Reporting
Numbers
Impact of OTRS
- Accessibility 24/7
- All relevant information managed in one system
- Increased transparency
- Single point of contact for customers
- Reduction of customer response times
- More efficient communication
- Increased quality in processing inquiries
- Increased service delivery
- Easy evaluation, analysis and planning
Requirements
- Worldwide availability
- Multilingual interface
- Cloud based, managed by the vendor
- Data protection, GDPR-compliant
- Data centers in Germany or within the EU
- Customer portal
- Flexible adaptability and scalability
Features
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- Email communication channel
Numbers
Impact of OTRS
- Accessibility 24/7
- All relevant information is managed in one system
- Increased transparency in inquiry processing facilitates handover, substitution, and onboarding
- Increased quality in the processing of inquiries
- Ensures a consistent level of quality in external communication
- Continuous knowledge documentation
- Structured communication
- Increased service orientation
- Facilitates service evaluation, analysis and planning
Requirements
- Audit proof
- Accessible documentation
- Operational reliability
- Transparency
- 24/7 accessibility
- Free interfaces for integration into existing data systems
Features
- Role and authorization management
- Ticket classification
- Ticket prioritization
- Ticket history
- Ticket monitoring
- Linking
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
Impact of OTRS
- Integration of ticket management with authorizations
- Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
- 100% automated workflow increased service quality
- Eliminated a bottleneck which had generated 500 stuck tickets
Requirements
- Workflow optimization
- Management of requests and authorizations
- Centralization of all internal customer service requests
- Automation of 100% of the ticket flow through final resolution
- Multiple queues
- Access control
Features
- Customer information
- Email communication channel
- Personal organizer
- Attachments
- Asset Management (CMDB)
- Knowledge management (FAQ)
- Automated processes and workflows (BPMN)
Numbers