“Mexico’s economy is growing slowly…we provide the right solution for the challenges the region is facing.”

By continuing to use this site, you agree to the use of cookies. More information. Accept

“Mexico’s economy is growing slowly…we provide the right solution for the challenges the region is facing.”

Interview with Francisco Cruz, Managing Director OTRS S.A. de C.V. in
Latin America, regarding industry needs, digital transformation and the role of OTRS.

Quickly describe yourself.

Inquisitive and always looking to learn new things; organized and target-driven.

You have been working at OTRS Group for about ten years. You started as a technical consultant and are now heading the region. Does this make a big difference in your daily work?

Yes, it does. My daily tasks have moved from executing to defining strategy in order to develop the region. In the past, my priority was always on taking care of a single customer at a time. Today, it’s about making sure that all of our customers are fully satisfied with OTRS and our services, becoming a partner rather than a provider.

What do you think about how Mexico’s economy will develop in the future?

For the last several years, Mexico’s economy has grown slowly. In particular, the current year showed hardly any growth: With 0.1 growth from a forecasted growth of 2.4 and close to an economic recession, the future looks complex. A more stable platform for businesses is required to provide security for investors and for companies to invest into new projects. I am positive that this situation will improve and the country will be back on track.

 

 

Francisco Cruz General Manager OTRS SA de CV

According to your experiences with customers, what are currently the biggest challenges for companies in your market?

The biggest challenges of Latin American companies are to define and implement processes despite all of the budget constraints every company has. Results and changes are required within a shorter period of time and usually have a multi-region impact. Companies face the challenge of maintaining and increasing growth rates, as well as generating profit, in an extremely complex economic situation.

What has been your biggest success since you began managing the LATAM region for OTRS Group?

Defining a strategy that has allowed the Mexican subsidiary to be fully independent and self-sustained in a really challenging environment, as well as developing a highly effective team to reach these goals.

Why does OTRS have a lot of potential in LATAM?

OTRS Group service proposals uniquely fit the challenges that the region is facing through a mix of excellent service, great price, fast and tailored implementations. This whole package makes our offer a must-have for every company.

How does it feel for you to work for a German company? Do the clichés apply?

It feels very good. All the good clichés definitely apply, e.g. a well-organized company that gives enough freedom to grow while providing all the structures for guidance without sacrificing creativity. A company that cares for their employees and their well-being, for its community and for providing fair opportunities.

Digital transformation is enabling companies to react faster to all the daily changes by adopting digital technology at their core.

Are there any important IT topics that are of interest in Latin America as well as in Europe or even worldwide?

Yes, digital transformation and data protection. Digital transformation is enabling companies to react faster to all the daily changes by adopting digital technology at their core. Data protection is getting stronger as people become aware of their rights and get more concerned about their information, at the same time the laws are getting stricter and more expensive which lends support to consumer demands.

How strong is the impact of digital transformation in Latin America?

It has a deep impact on the way business is done, enabling new sources for delivering services, enabling companies to become more efficient in terms of resources (time and money) and making customers more accessible than ever. From micro companies to multinational ones, they are experiencing changes in a way that we have not been seen since the introduction of personal computers. Today big devices are not needed any longer; in many cases, it is sufficient to have a smartphone since it allows you to pull and view data, write emails and get connected to everything you need.