Customer Support
fill 7
fill 7
OTRS - Home
01 / 36
Back to overview
"The customization options were important in our decision for OTRS. The price-performance ratio then tipped the scales."
Niklas Strotmann, Project and Process Manager Digitalization at the H. Gautzsch Group
Talk to Our Experts
H. Gautzsch Group
Agents: 30
Tickets / Month: 7000
Web
H. Gautzsch Group
SolutionCustomer Service & SupportIT Service Management

Everything in view with OTRS –
and the garden chic

Why OTRS?

The H. Gautzsch Group was looking for a ticket system for its various sales teams in the home & garden sector. Both the sales teams that support B2B customers - such as garden retailers, DIY stores and furniture stores - and the team responsible for the in-house B2C webshop Siena Garden needed to be able to process all incoming customer inquiries. The Group, therefore, carefully evaluated its decision for a ticket system.
“A decisive factor in choosing OTRS was the customization options,” says Niklas Strotmann, Project and Process Manager Digitalization at H. Gautzsch. “OTRS can be adapted precisely to our individual requirements.”

It is also important to get as much as possible for the budget. The price-performance ratio was also an important reason for H. Gautzsch to choose the OTRS ticket system.

With regard to the system itself, it is particularly important to the group of companies that the processes in the call center can be tracked and orders processed quickly and transparently. Furthermore, the respective processing status of a customer request must also be transparent - with OTRS, processing is efficient. “The clarity in OTRS and the evaluation options convinced us,” says Niklas Strotmann.

Impact of OTRS

Better overview of processes
Efficient request processing
Processing status is always obvious
More transparency
Better information management
Duplicate work is avoided, making the team more efficienct

Features Used

Postmaster filter
Statistics & reports for evaluation purposes
Text templates for processing tickets
Generic agent

Requirements

Traceability of processes
Transparency during processing
Fast order processing
Transparency regarding customer inquiry status
Efficient customer inquiry processing
Clarity / evaluation options for customer inquiries

H. Gautzsch Firmengruppe

The Challenge

Sales teams did not have a sufficient overview of customer inquiries and processes, sometimes duplicating work.
Before implementing OTRS, the group faced several challenges that required solutions.

First, the sales teams had difficulty keeping track of customer inquiries - and all the associated information. The requirement was to gain transparency and be able to quickly view data, such as inquiry processing status.

It became even more challenging when some team members were on vacation or became ill: It was hard to substitute for them as the essential information on their processes was difficult to view. However, even in such cases, teams must continue to process inquiries and respond to customers in a timely and satisfactory manner. A suitable ticket system was needed so that this information could be viewed quickly and comprehensively by all team members.

The lack of overview led to another problem: as the processing of inquiry status was not transparent enough; the sales teams sometimes processed them twice. For example, if someone doesn't know that a colleague has already contacted a customer, they may contact that customer themselves, causing great confusion on both sides. This is a nuisance that significantly reduces efficiency and means a lot of unnecessary extra work for teams.

The Solution

OTRS provides an organized overview of all processes and their processing status, and it has noticeably increased efficiency.
All inquiries that reach the sales teams in the Home & Garden division are now processed via OTRS - making them fast, efficient and well-structured. One example of this is complaint handling: Whenever customers send complaints, a ticket is created. This allows the relevant teams to process them clearly and transparently using OTRS.

In line with this, the processes can now be recorded more easily thanks to the greater clarity. This allows the group of companies to process customer inquiries much more quickly and efficiently.

Incidentally, the postmaster filter in OTRS contributes to this right at the start of a process. “It is extremely helpful for us to pre-sort incoming emails,” reports Niklas Strotmann. The overall package is rounded out with the software‘s statistics and reports, which the company group uses to carry out evaluations.

And, if something is unclear, the OTRS Group support team is on hand to provide competent answers. According to Strotmann, there is always quick help with problems and ambiguities - and good support in general.
H. Gautzsch Group

The H. Gautzsch Group is an association of medium-sized specialist wholesalers with more than 50 locations in Germany, Austria and global procurement markets. The family-owned company with headquarters in Münster (Westphalia) is owner-managed and is a medium-sized business.

The wholesaler for electrical engineering sees itself as a partner for trade, commerce and industry. In over-the-counter retail and e-commerce, the Group focuses on the home and garden sector. Service companies in plant engineering, logistics and e-business complete the H. Gautzsch Group’s range of services.

The group has been actively in business for more than 160 years with its operationally independent wholesale companies and currently employs more than 1,100 people.