OTRS AG registers Order Entry Record in the third quarter of 2012

Open Source business model gains acceptance in times of crisis


  • Increase of Order Entry about 42 percent in comparison to last year’s quarter
    • (2012: 1,147,008.50 EUR)
  • Increase of new business with Support contracts about 100 percent
  • Open Source business model proves to be stable in times of crisis


Bad Homburg, October 17, 2012: OTRS AG (WKN A0S9R3), the vendor and the world’s leading provider of the open source help desk software “OTRS Help Desk“ and the open source IT Service Management (ITSM) software “OTRS ITSM“, has set a new record in its corporate history. With an order entry of 1,147,008.50 Euro, an increase of more than 42 percent in comparison to last year’s quarter was achieved. Even in September, which was known as one of the weakest months so far, an increase in orders of 251 percent in comparison to last year’s September was achieved.


In this circumstance, the new business with service support contracts called “Service Subscriptions” deserves a closer look. OTRS AG achieved an increase of 100 percent in comparison to last year’s quarter, which was also an outstanding result. Almost 98 percent of the company’s customers renew their Service Subscriptions annually, which is an indication of high customer satisfaction. By this continuous and recurring revenues in the context of a “renewable business” can be generated, which makes a long-term calculation of revenues possible.


André Mindermann, CEO of OTRS AG, sees his strategy confirmed: “The higher response rates to the service offering of OTRS AG can on the one hand be ascribed to targeted marketing activities and on the other hand it proves again that the open source business model of the OTRS AG works even more successfully in strained economic situations. I’m very positive that once again an increase of our recurring revenues, meaning our ‘renewable business’, will continue as a trend and will lay the foundation for a positive annual report 2012.“


The OTRS Group and its Service Management Solutions


The OTRS Group is the vendor and world’s leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.


The OTRS product suite includes the OTRS Help Desk software and the ITIL® V3 compliant IT service management (ITSM) solution OTRS ITSM, as well as an associated iPhone App. OTRS is available in 32 languages and over 110,000 organizations worldwide use OTRS to consolidate their service operations into a single unified solution, saving costs and resources. OTRS Group is the source code owner and offers businesses of all sizes service support, consulting, and software development. The service portfolio consists of process design, implementations, customizations, Application Support, and Managed OTRS Services. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia. OTRS is used by 60 percent of DAX 30 companies.