Structure communication to drive customer satisfaction and transparent service.
OTRS increases customer service quality and makes it sustainable. Customers get the care they need right from the start with simple ways to contact the support desk and automatic notification of their request’s status. Service staff time is optimized through features like communication templates, assignments and ticket histories: Their day becomes simple and efficient. Robust reporting enables you to easily set goals and track KPIs. With OTRS, everyone has the information they need to happily and successfully work together.
Effectively track customer inquiries
Are customer inquiries often lost by the help desk? With OTRS, requests are quickly organized and prioritized so this never happens. Through immediate classification, request status monitoring, automatic assignments and built-in escalation management, OTRS becomes your perfect task-tracking, time-management assistant.
Create trust with timely information
Customers want to know that you’re handling their requests, and they need to understand how long resolution will take. OTRS makes this happen. With up-to-date ticket status available online anytime, customers never have to wonder about their service needs. Watch long-term, solid and trusting customer relationships blossom when customers know that you’re actively working on their requests.
Support your service team for maximum efficiency
Everyday help desk work is challenging, so proper support through automated processes and helpful OTRS Features is necessary for your team to perform at its peak. OTRS lets departments and employees balance their workloads, proactively address recurring tasks and deliver high-quality service on time, every time.
Elevate support services
with key OTRS Features.
with key OTRS Features.
Deliver faster, more accurate answers
Customized templates save time and guarantee consistent quality. They simplify communication and documentation, while ensuring that essential details are relayed every time.
Keep your finger on the team’s pulse with automatically generated reports on the number of tickets and processing times. With this valuable information in hand, you can quickly address issues and reward agent success.
Complete, up-to-date FAQs help reduce the number of tickets in the system. With targeted recommendations, OTRS improves the self-service support option, making it an ideal solution for customers. If you want a an even more hands-on way to guide your customers, opt for the chat function with integrated video.
Reduce service delivery errors
Good process management helps avoid workflow errors. OTRS Features ensure that mandatory fields, check boxes or important information are no longer forgotten. Processes can be easily adjusted without time-consuming employee training.
Make escalation management easier
Streamline escalation management so that you and your team stay focused on what’s most critical at the moment. OTRS offers a wide range of options for individually regulating escalations and corresponding notifications – customized reminders, reaction times and solution times.
The OTRS CMDB monitors all kinds of inventory, from hardware and software to vehicle fleets. But it does more than simply keep track of items. It allows you to store organizational and purchasing information, so that key details like an item’s location, value and ordering details are available at a moment’s notice.
After the OTRS Team successfully implemented the project, we saw immediate results as the rate of complaints went down to 35% in only 2 months.Hozifa Hussein, Data Center Manager of AUW
Integrate existing systems to leverage critical customer service data.
Our customers say the ability to connect external systems or tools to their customer service management solution is the most important thing when evaluating options. With OTRS, you can connect project management tools, document management systems, CRM systems and many others via a generic interface. If you have multiple OTRS Instances, you can also benefit from the perfect interplay between them.
OTRS Consultants are your partners in business success.
Advice and support are part of our solution. Our experts use their many years of experience implementing customer service solutions to ensure that OTRS is perfectly tailored to your needs. It is our pleasure to provide you with advice and recommendations to assist you in running and growing your company.