Cogetech needed to implement an ITIL-compliant ITSM system for supporting all suppliers with a single solution.
Founded in 2004, Cogetech S.p.A. is one of the leading companies in the Italian gaming industry. The company directly operates more than 5,200 video lottery terminals (VLT), manages a network of more than 38,000 AWPs (New Slot) in around 15,000 shops, offers sports and horse race betting through a retail network of 189 points of sale under the brand iZiPlay across Italy, and provides services to a network of 300 independent betting shops.
Integration of third party systems
- Quick reaction possibilities
- SLA Management
- ITIL®-compliant system
Transparency in workflows; everybody is easily kept up to date
- ITIL®-compliant processes
- Improved reporting possibilities
- Dynamic Field Database
- Advanced Escalations
- MultiService Select
Strict SLAs for dealing with issues
Integrated chat service and multiple databases connected in one OTRS Help Desk
Managing processes and workflows is impressively easy and relevant departments and employees are always up to date
OTRS has a solution for every Cogetech department, that’s why they can’t wait to map out more and more scenarios with the ticket system. In the near future, Cogetech would like to implement the widespread mobile use of the web-based tool on tablets for improving customer service. Chris Bates is extremely pleased about the positive effects of OTRS: “We often get positive feedback from our call center employees. They especially appreciate OTRS because it facilitates their daily work, both with the integrated chat service and the ability to use it as a single solution for coping with suppliers and internal support groups.”
OTRS is the best ticketing solution for our complex environment, and it comes at a surprisingly low price.Chris Bates, Information Systems & Infrastructure Manager at Cogetech
More flexible configuration options allow for faster customization to address new requirements.