efcom is a provider of premium factoring software and has a passion for detail and innovation.

For sensitive and success-critical business areas such as Support, Consulting, HR and Office Management, stable service management software, individually adapted by experts, is often of immense importance.

Prior to OTRS Group's involvement with efcom, the factoring software provider used the six-year-old open source ((OTRS)) Community Edition. This now-obsolete version neither offered the new features that the significantly improved OTRS 7 has, nor did it meet the individual needs of the customer, nor was it professionally supported.

On top of this, hosting and maintenance generated running costs, and system updates were only sporadic or done upon request.

In some cases, third-party providers were involved with the system which made processes even more complicated and time-consuming.

These circumstances made it difficult for the efcom teams to guarantee consistently high quality customer service.

100% customer satisfaction is the standard that efcom sets for itself in terms of service. In order to achieve this and to be able to guarantee it in the long term, the company was constantly looking for ways to optimize and improve its support and consulting services.

For this reason, efcom gmbh decided to convert its ticketing system directly to OTRS and to work directly with the manufacturer of the service management software. Since they had already been using the ((OTRS)) Community Edition, the advantages of a ticketing system quickly became apparent. Communication was more structured and transparent, and the system has become absolutely audit-proof. "Every process is recorded and automatically documented. What is there is there and can no longer be deleted," remarks Florian Hinse, graduate business economist and assistant to the management.

With the upgrade to the fully managed OTRS 7, service goals could now be taken to a new level.

In addition to the support provided by OTRS Group's experts before and during the implementation, the latest OTRS version offers a completely new user experience – both for efcom's agents and for the company's customers. Immediate ticket classifications, targeted assignments to support staff or the automation of internal processes allow for optimal use of resources and enable particularly efficient processing with short response times.

Even supposedly small options, such as the insertion of screenshots or search options, simplify workflows and ultimately result in improved customer service.