Fox Mobile Group

Enabling High Availability International Customer Support and Reporting

Fox Mobile Group required a solution to help their international call center meet their customer support demands. OTRS was well-suited to the task, helping them meet their goals of tracking operational issues and supporting the service desk.

Fox Mobile Group is one of the international market leaders in selling and producing mobile content as well as related professional services. Fox Mobile Group sells and produces mobile content for end users and business partners that is distributed via different channels and countries.

 

Quick Facts

Customer

Fox Mobile Group

Agents

200

Tickets

80,000 / month

OTRS Version

OTRS 2.2

 
 
 
 

Solution

  • High-performance OTRS implementation to manage the ticket traffic
  • High-availability solution (ORACLE RAC Cluster, load balancer, etc.)
  • Integration of customized software modules
  • Adapted input masks for first level support to optimize ticket acquisition duration

Added Value

  • Consolidated all customer processes
  • Optimized reporting via KPIs to control external service providers and increase service quality