Ivycorp is the provider of Ivytalk®, the next generation in mobile messaging, which enables customers  to channel and synchronize their group communication via email, SMS, smartphone app, desktop widget or pager, so everyone can be reached everywhere  in the manner best for them. The customer service team of Ivycorp takes care of customer requests and questions. .

Previously, using a simple email alias for forwarding customer requests to a two-tier customer support team made it hard to track end user issues and team member responsibilities, causing increased stress and reduced productivity among members of the team. Ivycorp needed a Help Desk system that was able to fit their small scale and budget, yet grow incrementally with the business. They found that OTRS is a solid and reliable open source software solution that was easy to configure and free of license costs.

According to Mary Jesse, CEO and Founder of Ivycorp, “OTRS's excellent and timely customer service as well as their excellent feature set convinced us to use their solution.  OTRS was very responsive during our assessment which included email and phone questions.  We also benefit greatly from the depth of documentation, videos and webinars available from OTRS.”

By implementing OTRS, Ivycorp increased the flexibility of their customer service process, as Tony Billera, Head of Customer Operations at Ivycorp explains: “Most administrator and agent actions can be managed via either the iPad or iPhone, which I normally carry everywhere. It is not necessary to open, boot up, and login via my laptop to provide customers with great service and support.”

OTRS is the world's leading provider of open source Help Desk and ITSM solutions. The OTRS product suite comprises a Help Desk, an ITIL® V3 compliant IT service management (ITSM) solution, and an associated iPhone App. Over 100,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 32 languages, enabling multi-national corporations to consolidate their service operations into a single, unified solution. OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit www.otrs.com and www.otrsondemand.com.