Professional Flight Management, Inc.
Delivers High-End Service at Jet-Like Speed
Success in the business aviation industry demands speed, so seconds matter when PFM replies to a customer request. Out-of-date software and lack of mobility were slowing down the customer relations team. That’s why they turned to OTRS’ experts for help with transitioning to the OTRS fully-managed environment and upgrading to the latest software release.
- Email to system
- Retain one year of email correspondence
Increased customer confidence
- Faster service and support to customers
- Balanced workload
Service desk, including shared inbox and ability to lock tickets
- Two-factor Authentication
- Managed services
Implementing much needed modern solutions required time and resources that were difficult to come by internally.
The difficulty was that their programmers and IT staff needed to concentrate on their customers and on delivering the best possible service in support of PFM’s own application. There simply wasn’t enough time to keep up-to-date with the latest versions of OTRS and import the more than 50 GB of on-premise data into a modern managed environment.
Working hand-in-hand with OTRS’ experts ensured data accessibility, modern features and a secure solution.
Moving from an on-premise installation to the secure managed environment was a relief for the internal PFM IT team. Said Alexandra John, Director of Customer Relations, "Having the software hosted by OTRS Group has given our programmers more time to focus on the needs of our own customers. And, it's really reduced the issues that we were having with the older version."
The customer solution team transitioned easily to the newest version of OTRS. Fortunately, they had the support of the OTRS customer solutions team to answer any questions throughout the process. Alexandra John commented that "Everyone at OTRS Group was so quick and helpful to us during the transition time." That resulted in no downtime for the team and a seamless transition for PFM’s customers as well.
OTRS builds consumer confidence and reassures customers.
She continued to say that today's version of OTRS is much more streamlined. The team finds it easy to see who is working on which ticket and what notes have been made. Between the ability to save templates for reuse and the ticket locking feature, the team has been better able to balance their workload because the work of each person is clearly structured and documented for all to see.
The mobile accessibility and improved search functions have been huge improvements for our team. We're really able to work faster and handle customer requests on-the-go now.Alexandra John, Director of Customer Relations
ENAV needed a help desk software with integration possibilities to record and speed up internal processes.