Real-World Case Studies and Customer Success Stories with OTRS

OTRS helped SIEVERS-GROUP create unified ticket handling across seven departments. The company used OTRS for IT service management and automated... ticket creation from monitoring events. Real-time ticket data and agent time tracking now flow into their ERP system. SIEVERS-GROUP improved customer communication and can measure key KPIs. The solution supports custom processes and compliance for diverse SLAs.
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OTRS helped RNP manage over 6,000 tickets per month across 33 teams and 1,000+ sites. Before OTRS, each of RNP’s... 60 service areas used different tools, causing integration and management issues. OTRS unified all support, ITSM, and security processes in one system. RNP now tracks workflows, automates processes, and sends satisfaction surveys after each service. This improved customer service speed, team integration, and process transparency.
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OTRS helped GÉANT, a pan-European research and education network, improve SLA compliance by standardizing communication and workflows. GÉANT replaced its... old ticketing system, which lacked email and tracking features, with OTRS. The new system unified problem tracking and automated many tasks, saving time for agents. OTRS also enabled a custom authentication solution for cloud products. GÉANT now manages IT service requests and incidents more efficiently across its network.
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OTRS helped EMAPTA improve workflow compliance to 95%. EMAPTA struggled with five ticketing systems over three years. They needed a... flexible IT service management tool. OTRS provided structured workflows and better agent support. EMAPTA now plans to expand OTRS use and integrate it with their time and accounting systems. The solution supports remote service delivery for over 4,000 employees.
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OTRS helped VIOSYS AG replace an outdated ticketing system. The new browser-based service management software improved transparency and made customer... service more efficient. VIOSYS AG now processes inquiries faster and with higher quality. The solution supports remote work and integrates with existing systems. OTRS also provides professional support and regular updates, saving time for the IT team.
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OTRS helped RNP unify support and change requests across 60 service areas. Before OTRS, each area used a different tool,... causing integration and management issues. With OTRS, RNP now manages incidents, problems, and changes in one system. The solution improved ticket control, team integration, and customer service speed. RNP also uses satisfaction surveys to monitor and improve service quality.
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OTRS helped GÉANT improve SLA performance by centralizing IT issue tracking and automating workflows. GÉANT replaced its old ticketing system,... gaining email integration and standardized communication. The OTRS solution enabled better tracking of internal and external requests in one place. Automated features and custom workflows saved time and improved consistency. OTRS also delivered a bespoke authentication integration for GÉANT's federated community.
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EMAPTA used OTRS to improve service delivery and workflow compliance. The company struggled with five ticketing systems over three years,... failing to meet workflow needs. OTRS provided flexible ticketing, SLA management, and reporting. Workflow compliance increased to 95%. EMAPTA plans to expand OTRS use with CMDB and system integrations. The solution supports scaling and better client transparency.
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OTRS helped efcom gmbh upgrade from an outdated ticketing system to a modern, flexible solution. The new OTRS platform improved... support and consulting services, making request processing faster and more efficient. efcom now benefits from short response times and increased professionalism. The system is audit-proof and offers a better user experience for both agents and customers. Features like knowledge base and ticket classification support efcom’s goal of 100% customer satisfaction.
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OTRS helped SIEVERS-GROUP standardize ticket management across seven departments. The company used OTRS to automate ticket creation and track KPIs... in real time. This improved customer communication and made it easier to monitor service quality. SIEVERS-GROUP valued the software's process management and access control features. The team now plans to expand use of OTRS for configuration and problem management.
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OTRS helped ALPHA COM Deutschland GmbH improve service quality for both customers and employees. Before OTRS, their ITSM tool lacked... transparency and led to slow, unstructured communication. With OTRS, the IT service desk now manages 2,000 tickets per month with faster response times and better tracking. The team benefits from multilingual interfaces, customizable widgets, and efficient ticket escalation. OTRS increased transparency, reduced response times, and improved satisfaction for everyone involved.
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ALPHA COM Deutschland GmbH used OTRS to improve its IT service desk operations. The company faced issues with transparency and... inefficient communication using its old ITSM tool. OTRS provided a structured, browser-based solution for managing customer and employee requests. The platform enabled faster response times, better communication, and higher service quality. Employees and customers now benefit from clear ticket tracking and easier access to information.
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SIEVERS-GROUP uses OTRS to automate and model their service processes. The company integrates ticket data and agent time records with... their ERP system in real time. OTRS helps seven departments work together by managing process flows and access control lists. This ensures smooth ticket processing and compliance with customer SLAs. The solution prevents information loss and avoids complex workflows.
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OTRS helped ALPHA COM Deutschland GmbH improve service quality with structured communication. The IT Service Desk team uses multilingual features... to support global customers. Configurable widgets and ticket management make it easy to track requests and assign tasks. Supervisors can quickly respond to staff absences. The team benefits from searchable FAQs linked to assets. OTRS supports daily work and enhances customer and employee service.
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OTRS helped SES Techcom Services manage complex workflows for satellite communications. The company needed a help desk solution to unify... support and improve response times. OTRS integrated ticketing, configuration management, and multi-user support. The system enabled 24/7 operations and a unified client interface. SES Techcom Services saw better service desk metrics and higher customer satisfaction.
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Mitel used OTRS to quickly launch a global IT help desk after merging with Aastra. The OTRS solution was implemented... in just 12 weeks, helping Mitel process 10,000–12,000 tickets per month. Automated workflows reduced errors and made HR and IT processes faster. OTRS reporting tools gave Mitel clear KPI tracking and transparency. The managed service model let Mitel focus on digital transformation and core business projects.
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OTRS 8 helped Ecotel Communication AG modernize its IT service management. The company faced slow performance and upgrade limits with... its old ticket system. OTRS 8 brought a new interface, faster response times, and stable performance even with high ticket volumes. Ecotel now uses clear workflows, better reporting, and flexible integrations. The upgrade improved daily work for agents and made customer support more efficient.
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Mitel used OTRS to launch a global IT help desk in just 12 weeks after merging with Aastra. The company needed... a fast, flexible solution to support over 100 IT staff and handle 10,000-12,000 tickets per month. OTRS enabled automated workflows, transparent communication, and easy KPI reporting. The managed service reduced IT workload and allowed quick adaptation to new requirements. Mitel's HR and IT teams now benefit from streamlined onboarding and termination processes.
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OTRS 8 helped ecotel communication ag modernize its IT service management. The company rebuilt its ticketing system to improve usability... and speed up response times. Standardized workflows and a new customer portal made service more efficient. The upgrade fixed performance issues from old customizations. Now, ecotel enjoys stable operations and better reporting for over 11,000 customers.
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OTRS helped SES Techcom Services improve help desk KPIs and customer satisfaction. The team needed a flexible support system for... complex workflows and multiple stakeholders. OTRS provided integrated ticket and configuration management, easy setup, and strong adaptability. SES Techcom Services saw better collaboration and faster problem resolution. The solution supports both internal and customer-facing operations, handling incidents, changes, and configuration tasks.
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SES Techcom Services needed faster response times and better workflows for incident resolution. They tested OTRS in 2014 to see... if it could meet their technical needs. OTRS provided integrated ticketing, configuration management, and flexible multi-user support. The system was easy to configure and manage. SES Techcom Services chose OTRS for its adaptability and strong workflow features.
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OTRS helped LaSuB Sachsen support 32,000 teachers across 1,565 schools. Before OTRS, handling support requests was slow and confusing. The... new ticketing system made request management fast and clear. LaSuB cut support time by two-thirds. The team now solves problems quickly, even with a small staff. OTRS is easy to use and supports dynamic school and teacher changes.
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OTRS helped the Senate Department for Education, Youth and Family Berlin manage 1,000 tickets per month for 6,000 internal and 4,000 external users. Before OTRS, each... youth welfare office handled IT support separately, causing delays and inefficiency. With OTRS, all requests are tracked, classified, and resolved in a central system. The department now has 24/7 accessibility, better transparency, and improved communication. OTRS supports evaluation, planning, and legal compliance for all service requests.
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OTRS helped the Berlin Senate Department for Education, Youth and Family Affairs centralize IT service management. Before OTRS, each youth... welfare office in Berlin handled support and processes differently, causing delays and inefficiencies. With OTRS, the ISBJ unit now manages 33 specialized procedures and supports 10,000 users. The system enables 24/7 access, structured communication, and continuous knowledge documentation. This led to faster ticket processing, better transparency, and higher service quality for all offices.
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OTRS helped the Berlin Senate Department for Education, Youth and Family Affairs (ISBJ) centralize IT service management. Before OTRS, each... youth welfare office handled requests and issues differently, leading to inefficiency. With OTRS, all communication, ticketing, and documentation are managed in one system. The department now processes about 1,000 tickets per month with 50 agents. OTRS improved transparency, quality, and speed of service request handling.
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OTRS helped the Berlin Senate Department for Education, Youth and Family manage 1,000 tickets per month. Before OTRS, each youth... welfare office used different systems, causing delays and high costs. OTRS unified ticketing, improved communication, and made all information accessible in one place. The department now has 24/7 access, better transparency, and higher service quality. OTRS supports evaluation, planning, and ensures legal compliance in communication.
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OTRS helped LaSuB Sachsen cut support time by two thirds for 32,000 teachers. Before OTRS, support requests were slow and... confusing. The new ticket system made requests easy to track and manage. A central knowledge base and API let users get help fast. The team now handles more requests with fewer staff. OTRS made support simple and quick for schools across Saxony.
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OTRS helped LaSuB Sachsen speed up IT support for 32,000 teachers. Before OTRS, support requests were slow and confusing. The... new ticketing system made request management clear and fast. LaSuB Sachsen now resolves issues two-thirds faster. A small team can handle more requests with less effort. The knowledge base and automation save time and reduce manual work.
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OTRS helped Polk County Public Schools manage over 100 monthly IT requests for 110,000 students. Before OTRS, teams struggled with... a shared inbox and rising demand. The OTRS help desk now routes tickets automatically to the right team. This reduced response times and improved support quality. Staff can track ticket status and history easily. Support continues smoothly even when team members are absent.
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OTRS helped Polk County Public Schools manage over 100 monthly IT requests for 110,000 students. Before OTRS, the team struggled... with a shared inbox and rising demand. OTRS centralized requests, automated ticket routing, and improved transparency. Staff could track tasks, prioritize work, and continue support even during absences. The help desk software made it easier for everyone to get help quickly and efficiently.
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OTRS helped the Polk County Public Schools manage over 100 IT support tickets each month. Before OTRS, the team used... a shared email inbox and struggled to track requests. With OTRS, all help desk requests are centralized and routed automatically. This made it faster to help staff and students. The team can now see who is working on each task and easily review past requests.
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OTRS helped Escuelas Públicas del Condado de Polk manage over 100 IT help desk tickets per month. Before OTRS, the... team struggled with requests from many sources and lacked clear tracking. OTRS centralized all requests, making it easy to see who was working on each task. Automated routing sent tickets to the right person fast. The team now has better visibility, faster response, and easier tracking of past requests.
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OTRS 8 helped Salvagnini Deutschland GmbH double its phone support availability without raising costs. The company integrated OTRS with its... call center and digitalized support processes. Customers can now create tickets and track requests online. All client and machine data is linked to each ticket, improving transparency and response times. The new system reduced errors and made support faster and more reliable.
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OTRS helped Hydro Systems KG improve customer service and internal processes. The company unified global support through a single contact... point, reducing confusion and response times. OTRS enabled tracking of 200,000 equipment pieces and managed 4,000 monthly tickets. Service quality and customer satisfaction increased. Hydro Systems KG now uses OTRS for all service areas, supporting growth and better customer retention.
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OTRS helped Salvagnini Deutschland GmbH double its telephone support availability while keeping costs steady. The company integrated OTRS with its... call center, digitalizing processes and enabling paperless work. Customers can now submit and track inquiries online or by phone, improving transparency and response times. All customer and machine data is linked in tickets, making support faster and more accurate. The new workflow increased service quality and customer satisfaction.
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HYDRO Systems KG used OTRS to improve global customer service. Before OTRS, each location had its own email, causing confusion... and slow response times. OTRS gave them a single point of contact and better ticket management. Now, all service requests are tracked and assigned quickly. The company can analyze ticket data to plan resources and spot bottlenecks. This led to faster responses, higher service quality, and better customer satisfaction.
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OTRS helped H. Gautzsch Firmengruppe manage 7,000 tickets per month for its sales teams. Before OTRS, teams struggled with duplicate... work and lacked visibility into customer queries. OTRS provided clear ticket tracking, transparency, and efficient processing. The solution improved information management and reduced duplicated efforts. Teams now handle customer requests faster and with more clarity.
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OTRS helped H. Gautzsch Group handle 7,000 tickets per month for their sales teams. Before OTRS, teams struggled to track... customer inquiries and often duplicated work. With OTRS, all requests are processed quickly and clearly. The postmaster filter sorts emails, and statistics help with evaluations. Teams now avoid duplicate work and respond faster to customers.
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OTRS helped H. Gautzsch Group manage 7,000 customer tickets per month. Before OTRS, teams struggled with duplicate requests and poor... visibility. OTRS gave them a clear, structured view of all customer inquiries. The system improved transparency, reduced errors, and made information easy to access. Teams now handle requests faster and more efficiently, boosting customer satisfaction.
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H. Gautzsch Group needed a ticket system for its sales teams in the home and garden sector. They wanted to... handle customer inquiries for both B2B and B2C channels. OTRS offered strong customization options and a good price-performance ratio. The group chose OTRS to support their sales and customer service operations.
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OTRS helps DLRG manage over 2,000 branches and 600,000 members. The IT team uses OTRS SaaS to process 2,000 support... tickets each month. Volunteers get fast, organized IT support from anywhere in Germany. OTRS makes ticket assignment and tracking easy. This leads to quick problem resolution and better service for all members.
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OTRS helps DLRG manage IT support for 2,000 branches and 600,000 members. DLRG teams across Germany use OTRS to quickly... process over 2,000 tickets per month. The software lets 126 agents organize, assign, and resolve IT issues fast. Volunteers can access support from anywhere, on any device. OTRS brings clear ticket tracking and fast response for DLRG’s distributed teams.
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DLRG teams across Germany needed faster IT service and managed diverse hardware. They used OTRS as a central software solution.... This improved IT service delivery and sped up request processing. DLRG switched from a community edition to a secure SaaS version. Volunteers now spend less time on operational IT tasks. OTRS helps DLRG organize and support their teams better.
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