More flexible configuration makes it possible to adapt more quickly to new requirements
Mitel Deutschland GmbH is a subsidiary of Mitel, a global market leader in business communications. Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers, including unified and collaborative solutions, contact centers, and team collaboration applications, whether on-site or in the cloud. Mitel’s headquarters are located in Ottawa, Canada, and the company serves more than 70 million business users in more than 100 countries, with a network of 3,500 channel partners worldwide. Its German office is located in Berlin, where it receives the support of OTRS in its internal IT department.
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Mitel Deutschland GmbH, a subsidiary of Mitel
Clear understanding of SLAs
- Monitoring of KPIs
- Fast processing of inquiries
- Individual configuration possibilities
- Automated workflows
Fast processing and resolution of inquiries
- Transparency for inquiries of customers and agents
- Overview of KPIs
- More time-saving functionalities
State Preselection based on Response Templates
- Ticket Workflow
- Advanced Escalations
- Services and SLAs
A corporation-wide central help desk software for IT support must be implemented quickly around the world
Furthermore, the merging of the IT areas had to take as little time as possible: “Many software provider estimates for evaluation-analysis cycles were more than 20 days. That was not an option for us, because we wanted to move on quickly to work efficiently with our new team members,” states Szameit regarding the most important requirements for a centralized IT support software.
Services provided directly by the software manufacturer increased IT team’s process know-how and availability
Speed in all areas and quicker results thanks to the managed solution of OTRS
Automated workflows made work much more efficient and less prone to errors, as Szameit explains with an example: “Our HR department initializes onboarding and termination processes that we have to carry out in IT. For example, for the termination process, all of the former employee’s accounts and access data to critical systems have to be removed and closed. To start this process workflow, HR sends out a specially formatted email. OTRS reads this email and splits it into different tickets. This way, the different areas such as the active directory team, the ERP team or the sales team get a notification that the accounts of the employee have to be closed.” After the teams have responded accordingly, the process is finally closed successfully. The single process steps can be drawn up and adapted individually to each workflow. Aspects such as the employee responsible, the department, approval loops, etc. are all flexibly changeable, even afterwards, without having to replace the whole process. “These automation possibilities really help us to keep track of everything and to think of all the process steps,” states Szameit about OTRS Process Management.
“Thanks to OTRS’ report generator, we can now easily monitor our KPIs, something that was impossible at the same speed previously,” states Szameit, pleased with the development of OTRS since its introduction at Mitel. In addition, the potential for upgrades in the future is nearly unlimited: “We are planning connections between further software in the next few years. For example, soon OTRS will be initiating change processes in a change management tool automatically.”
Above all, we wanted to go live with a global solution very quickly, and OTRS made this possible: It only took 12 weeks from the day we chose OTRS to its productive start.Andreas Szameit, EMEA Service Delivery Manager at Mitel
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