Deutsche Post AG

Standardizing Ticket Tracking Across Business Units

Deutsche Post AG handles over 70 million letters a day in Germany alone. When they needed a way to consolidate their existing ticket systems they looked to OTRS for a solution. With OTRS ITSM, they are now able to consolidate their tickets to a central, ITIL®-compatible service desk solution over numerous business units, including Printcom, Postdirekt-Einbeck and Customer Support Center.

Deutsche Post is the world's leading logistics group. It operates in more than 220 countries, offering services ranging from local and international mail services to custom supply chain and freight solutions. It is listed on the stock market and in 2009, recorded revenue of over EUR 46 billion.

 

Quick Facts

Customer

Deutsche Post AG

Web Site

http://www.deutschepost.de

Agents

50

OTRS Product

OTRS ITSM

 
 
 
 

Solution

  • Implemented OTRS ITSM as an ITIL®-compatible IT service desk solution
  • Created specific ticket templates to standardize and accelerate incident tracking

Added Value

  • Accelerated ticket process time with standardized tracking templates
  • Transparency for the end user via the self-service portal
  • Measurability of KPIs while providing quality service
  • Reduced costs by efficiently leveraging existing resources