The Flexibility of OTRS enables handling of a variety of requests from different areas in one tool.
The Brazilian National Research and Educational Network (Rede Nacional de Ensino e Pesquisa – RNP) provides global integration and collaboration supported by information and communication technologies for knowledge and excellence of education and research.
It is a Social Organization (OS) connected to the Ministry of Science, Technology, Innovations and Communications (MCTIC) and maintained together with the Ministries of Education (MEC), Citizenship, Health (MS) and Defense (MD), which participate in the RNP’s Interministerial Program (PI-RNP).
A pioneer in 1992 as a nation-wide network of Internet access in Brazil, RNP’s main duty is to promote technological development and support research on information and communication technologies by creating innovative services and projects and by training professionals. As such, it provides the public institutions of research and higher or technological education an advanced infrastructure network that facilitates collaborative research in several areas of knowledge. Through applications of its network, RNP allows the execution of projects and the implementation of public policies in the areas of technology, education, health, culture and defense.
Integrated e-mail functionality;
- A single ticket system for all processes;
- Customer Satisfaction Surveys and customer service quality control;
- Optimum usability;
- Centralized and clearly-structured communication system.
Standardization of customer services;
- Effective control of tickets;
- Team integration;
- Faster customer service;
- Process automation;
- Fluidity and organization of service processes;
- Management of the entire ticket life cycle in a single tool;
- Have an end-to-end view of the process, regardless of the number of teams involved.
- Process management;
- Satisfaction survey;
- FAQs – Knowledge management methodology that keeps information alive.
Lack of integration and management information since all service areas used different solutions.
OTRS provides the flexibility to meet diverse needs and manage them in one system. It can also be integrated with existing applications.
Today, RNP uses OTRS for internal and external customer service, IT service management, and corporate security.
We were able to simplify processes and deploy a single system within Customer Service, ITSM and Corporate Security.
"The standardization of the attending platform and management of tickets and process generated fluidity and agility in RNP's support service. We were able to handle the entire call life cycle in one tool", Murilo Oliveira, Information Technology Analyst.
For each service performed, a satisfaction survey is sent to the customer. This helps us to continually improve the quality of our service.Claudio de Souza Cornelio, RNP-Service Desk Coordinator
The Ahfad University for Women provides professional IT support to staff members via OTRS.