Deutsche Wertpapier ServiceBank AG

Reducing Costs and Improving Communication

Deutsche WertpapierService Bank AG required a service desk system to detect requests from affiliated financial institutions and selected OTRS, replacing ARS Remedy. With OTRS, the bank was able to meet all their business requirements while considerably reducing costs.

Deutsche WertpapierService Bank AG is the leading transaction bank for securities settlement on the German market. It looks after 400 banks and around 8.3 million securities accounts and processes more than 40 million transactions every year.

 

Quick Facts

Customer

Deutsche WertpapierService Bank AG

Web Site

http://www.dwpbank.de/

Agents

1,500

Customers

12,000

Tickets

2,000 / month

OTRS Version

OTRS 2.4

 
 
 
 

Solution

  • Introduction of OTRS in entry channels, customer front-end, and telephone
  • Interlinking OTRS with external complaint management solutions, e.g. ARS Remedy and TestBench
  • Monitoring core systems (Host/DS) with automatic ticket issuing

Added Value

  • Six-figure cost reduction
  • Consolidated communications with OTRS for problem monitoring & management