Toshiba Europe GmbH

Reducing Cost and Increase Service Quality

Toshiba had previously installed SIEBEL CRM for customer support for international call centers at 11 locations in the EMEA region. The annual license costs for this solution were very high. By switching to OTRS in 2010, Toshiba reduced its overall cost significantly while gaining the benefits of an open source solution such as flexibility and customizations not available with proprietary software.

Toshiba Europe GmbH is a subsidiary of Toshiba Corporation, Japan's largest semiconductor manufacturer and the world's third largest semiconductor manufacturer. In 2009, Toshiba Corporation reported worldwide profits of 6,654 billion yen. Headquartered in Neuss, Germany, Toshiba Europe GmbH offers high-performance portable computers and other mobile products and solutions.

 

Quick Facts

Customer

Toshiba Europe GmbH

Web Site

http://www.toshiba.eu/

Agents

200

Locations

11

Tickets

100,000 / month

OTRS Version

OTRS 2.4.4

 
 
 
 

Solution

  • Replacement of the existing SIEBEL CRM solution while preserving necessary functionalities
  • Integration with existing processes, e.g. on-site service, substitution, warranty handling and 3rd-party systems
  • Operation of the development and test environment in the "managed service" model via OTRS

Open source freedom was an important argument for OTRS Help Desk - our savings on licenses, maintenance and support, are in the high six figures. The new OTRS solution has greatly improved our quality of customer service, proving that open source systems pose a formidable challenge to closed, proprietary systems.

Uwe Feil, General Manager of Technical Services & Support, Toshiba Europa GmbH
 

The OTRS EMEA call center deployment in support of Toshiba laptops and other computers was such a success, that we are extending system support to Toshiba TVs and DVD players. Since feedback on our OTRS solution is 99 percent positive, we will certainly deploy it in our upcoming new call center locations, including Turkey and Switzerland.

Marion Hammes, Project Manager, Service Engineering in Technical Services & Support, Toshiba EMEA

Added Value

  • Six-figure cost savings on proprietary software license fees alone
  • Increased  service quality and productivity via intuitive usability and consolidation of diverse functionalities/processes in a single user interface
  • Direct access to OTRS development team
  • Project executed on time and in budget
 
 

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