Simplify customer service and support operations with OTRS. Our platform offers customizable solutions for a wide range of business units, from IT to HR. With features like ticket management, automation, and reporting, OTRS can help your organization provide exceptional service to all customers.
Success Stories
Impact of OTRS
- High CSAT scores
- Enhanced work flexibility and mobility
- Improved management visibility
- Increased proactivity
Requirements
- Professional support availability
- Ability to customize solution
- Full AD integration
- Reporting
Features
- Knowledge base
- External portal
- CMDB
- Reporting
Numbers
Impact of OTRS
- Accessibility 24/7
- All relevant information managed in one system
- Increased transparency
- Single point of contact for customers
- Reduction of customer response times
- More efficient communication
- Increased quality in processing inquiries
- Increased service delivery
- Easy evaluation, analysis and planning
Requirements
- Worldwide availability
- Multilingual interface
- Cloud based, managed by the vendor
- Data protection, GDPR-compliant
- Data centers in Germany or within the EU
- Customer portal
- Flexible adaptability and scalability
Features
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- Email communication channel
Numbers
Impact of OTRS
- Accessibility 24/7
- All relevant information is managed in one system
- Increased transparency in inquiry processing facilitates handover, substitution, and onboarding
- Increased quality in the processing of inquiries
- Ensures a consistent level of quality in external communication
- Continuous knowledge documentation
- Structured communication
- Increased service orientation
- Facilitates service evaluation, analysis and planning
Requirements
- Audit proof
- Accessible documentation
- Operational reliability
- Transparency
- 24/7 accessibility
- Free interfaces for integration into existing data systems
Features
- Role and authorization management
- Ticket classification
- Ticket prioritization
- Ticket history
- Ticket monitoring
- Linking
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
Impact of OTRS
- Integration of ticket management with authorizations
- Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
- 100% automated workflow increased service quality
- Eliminated a bottleneck which had generated 500 stuck tickets
Requirements
- Workflow optimization
- Management of requests and authorizations
- Centralization of all internal customer service requests
- Automation of 100% of the ticket flow through final resolution
- Multiple queues
- Access control
Features
- Customer information
- Email communication channel
- Personal organizer
- Attachments
- Asset Management (CMDB)
- Knowledge management (FAQ)
- Automated processes and workflows (BPMN)
Numbers
Impact of OTRS
- Easier prioritization based on pending dates
- Clearer visibility into who is working on which task
- Simplifies research into past requests
Requirements
- Email to tickets
- Out of office management
- Owner and responsible assignments
- Multiple queues
- Access control
Features
- Customer user information
- Email communication channel
- Personal organizer
- Business object lists
- Business object detail view
- Owner and responsible assignment
Numbers
News
OTRS015 Keeping In Touch with Employee Workloads as Your Company Grows
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OTRS014 Modernizing APAC Businesses
Country manager of OTRS Group in Singapore, Daphne Sim, talks to us about three key things that are vital for businesses as they adapt …
OTRS013 How IT Pros Add Value to the Company
In a brief 15 minutes, this podcast will inspire you to think more tangibly about how the IT service team creates value and the …
OTRS012 Why is Customer Service Management Important for Brand Loyalty?
On today's “Your Ticket to Success”, Business Relationship Manager John Coggins shares information about how building and retaining relationships with customers positively impacts your …
OTRS011 Global Marketing
Two accomplished Directors from our marketing team jump on this month’s podcast to share what global marketing is like within OTRS Group. …
Contact Center Service Types –
Guide For Growing Businesses
As businesses grow, providing the best service to customers becomes more complex. Once, there were only one or two people who simply answered the …
Human Resource Management (HRM) – Importance & Functions
Excerpt Human resource management (HRM) is more than just personnel management. It encompasses all areas of an organization's human capital. Learn more about its importance, …
Contact Center Solutions – A Comprehensive Guide
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make …
What is a Contact Center?
Guide to better customer service.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other …
WhatsApp for Customer Service – A Guideline
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of …
