Bru Textiles creates beautiful interiors. OTRS enables great customer experiences. Together, we have formed an extraordinary partnership.
The internationally respected Bru Full Solution – which includes managing every step of the process from design and production through marketing and shipping – leverages modern technology to track and serve hundreds of customer requests at a time. In fact, in Asia alone, their IT team supports more than 400 customers across multiple different markets.
300 – 400
20, across 5 countries. Another 5 at Asia headquarters
- ITIL processes
- Easy to customize internally
- Easy to manage work requests
- Better customer service
- On-premise installation
Adding structure without being locked into processes.
Bru Textiles already had an existing service desk system which was being used by the headquarters (HQ) in Belgium; however this was inadequate for the Asian market because it was built to support HQ’s own processes.
Upon discussing with HQ, it turned out that every single change the team in Asia needed to make to the existing system required expensive consulting assistance. This was when they began to seek an alternative.
A highly stable on-premise service desk tracks and balances the workload.
According to Malcolm Berger, Digital Innovation Director, Asia Pacific, Bru Group N.V., "Once we implemented OTRS, we quickly saw improvements in our customer service. We support about 100 offices locally and another 400 regionally. Before implementing the OTRS service desk, it was very hard to prioritize the requests and adequately manage incidents. By implementing OTRS, we were very quickly able to monitor what was coming in and then spread out the workload adequately which really led to consistent service and pleased our customers."
Today, many of the internal Bru Textiles teams, such as Purchasing and Engineering, also use OTRS. It has simply become part of how Bru Textiles teams work.
An example of how the OTRS system has been deployed to other departments is visible on Bru Textiles Asia’s factory floor. At any given time, the Bru Textiles factory maintenance team manages several queues. The team also spends a significant amount of time on the ground fixing equipment. OTRS’s mobile functionality enables this team to move about the factory while handling requests in a timely manner – making it a very valuable feature.
Mr. Berger added that "We hardly even think about the system anymore because it's so easy to use: Everyone just fell right into it and embraced it as part of how we do things."
Intrigued by the business model. Wowed by the consultant.
With OTRS, this concern was alleviated because there's a team of dedicated professional developers who are constantly upgrading the software and improving it to stay abreast of changing business environments while meeting the latest industry standards.
Of course, a significant component of Bru Textiles requirements was having the ability to modify the system on their own as-needed. Mr. Berger continued that "The consultant who worked with us is a legend. He was so easy-going and a great teacher. He offered an initial workshop onsite. Following that, he helped us support the individual needs of our remote offices by working off-hours to help our senior developer learn how to configure and develop queues and rules unique to each location." Today, Bru Textiles operates its OTRS system independently.
Now we can standardize our workflows very well. It's so simple that people have just easily fallen into using it and embraced the tool as part of how we work.Malcolm Berger, Digital Innovation Director, Asia Pacific, Bru Group N.V.
More flexible configuration options allow for faster customization to address new requirements.
After its re-establishment, Excelitas implemented OTRS at an international level as a high-performance ticketing tool.