Real-World Case Studies and Customer Success Stories with OTRS

OTRS helped VIOSYS AG replace an outdated ticketing system. The new solution brought transparency and improved support quality. OTRS enabled... faster request handling and better communication, especially for remote teams. VIOSYS AG now uses automated workflows and ticket tracking. The company values OTRS for its flexibility and professional support. The result is higher productivity and more efficient service management.
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OTRS helped SIEVERS-GROUP standardize ticket management across seven departments. The company used OTRS to automate ticket creation and transfer ticket... data in real time to its ERP system. This improved communication with customers and allowed for transparent KPI measurement. SIEVERS-GROUP now controls service quality more effectively and plans to expand OTRS use for configuration and problem management. The solution supports complex SLAs and enables seamless collaboration between teams.
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OTRS helped RNP unify support tickets from 60 service areas into one system. Before, RNP used many tools, causing integration... and information management problems. With OTRS, RNP now manages incidents, problems, and changes in a single platform. The solution improved ticket tracking, process automation, and team integration. RNP now delivers faster, more organized support across 33 internal teams and over 1,000 campuses.
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OTRS helped GÉANT, a major European research and education network, improve SLA compliance and streamline IT service management. GÉANT replaced its... old ticketing system, gaining a unified platform for tracking internal and external issues. Automated workflows and email integration saved time and made communication clearer. OTRS also delivered a custom authentication solution, supporting federated access for 40 partners. The result was faster, more consistent IT support and better project transparency.
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OTRS helped EMAPTA, a Philippines-based offshore staffing provider, improve workflow compliance to 95%. The IT team struggled with five ticketing... systems in three years before choosing OTRS for its flexibility and scalability. OTRS enabled custom SLA management, ticket reporting, and integration with time and accounting systems. EMAPTA now supports 2,500–3,000 tickets monthly with 40 agents and plans to expand OTRS use to CMDB and more integrations.
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OTRS helped efcom gmbh upgrade from an outdated, externally hosted ticket system to a managed, flexible solution. The new OTRS... platform improved ticket classification, automated assignments, and streamlined support processes. efcom now benefits from faster response times and a more professional customer service experience. The system's knowledge base and dynamic search features further enhance user satisfaction. OTRS ensures efcom's support and consulting teams deliver reliable, efficient service.
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OTRS helped ALPHA COM Deutschland GmbH improve IT service quality. The company replaced an outdated ITSM tool with OTRS in... 2017. OTRS enabled faster response times, better transparency, and more efficient ticket handling. Employees and customers became more satisfied. The IT team now manages 2,000 tickets per month with 50 agents using OTRS.
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OTRS helped SIEVERS-GROUP standardize ticket processing across seven departments. The ITSM solution enabled automated ticket creation and real-time data transfer... to their ERP system. SIEVERS-GROUP improved communication with clients and could measure key KPIs. The company now manages incidents and service requests with a unified process. Plans include expanding configuration management and problem management with OTRS.
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OTRS helped VIOSYS AG increase transparency and improve customer service. The company replaced an outdated ticket system with OTRS, which... integrated all systems and reduced duplicate work. Service teams now handle 600 tickets per month with more structure and faster response times. OTRS supports both internal and external support requests, enabling efficient remote work and better documentation. The solution led to higher service quality and easier communication across teams.
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OTRS helped RNP unify ticket management across 60 service areas. Before OTRS, each department used a different tool, causing data... gaps and slow service. With OTRS, RNP now manages over 6,000 tickets per month with 559 agents. The platform improved customer service speed, automated processes, and gave full visibility into workflows. RNP uses OTRS for IT service management, customer support, and security operations.
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OTRS helped GÉANT, Europe's largest research and education network, improve SLA compliance by centralizing IT issue tracking and automating workflows. GÉANT replaced its... old ticket system, which lacked email integration and standard terminology, with OTRS for better communication and efficiency. The solution included a custom authentication system for federated access across 40 European partners. Automated features and a unified ticketing platform saved time and ensured consistent problem resolution. GÉANT now tracks all incidents in one place, using industry-standard terms and 24/7 expert support.
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OTRS helped EMAPTA, a large offshore staffing provider in the Philippines, improve IT service management. EMAPTA replaced five ticketing systems... with OTRS to streamline workflows and support ISO/IEC 20000 certification. The solution increased workflow compliance to 95% and improved agent agility. EMAPTA now plans to expand OTRS use with CMDB and system integrations for better client transparency and reporting.
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OTRS helped efcom gmbh upgrade from an outdated open-source ticketing system. The new OTRS solution improved support and consulting services.... efcom now processes 600-700 tickets per month with 40 agents. The system enables faster response times and better customer satisfaction. efcom benefits from streamlined workflows and a more professional helpdesk experience.
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OTRS helped ALPHA COM Deutschland GmbH improve IT service desk operations. The company faced slow response times and low transparency... with its old ITSM tool. OTRS provided a modern, browser-based ITSM solution. It enabled faster ticket handling, better communication, and clear escalation processes. Employees and customers now get quicker answers and better service quality. The team uses multilingual interfaces and custom widgets to manage requests efficiently.
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OTRS helped ALPHA COM Deutschland GmbH improve service quality for both staff and clients. The company faced slow response times... and poor transparency with its old ITSM tool. OTRS centralized all requests, automated workflows, and enabled fast, structured communication. Agents now track tickets easily, escalate issues quickly, and access full histories. Response times dropped and service quality increased, boosting satisfaction for everyone involved.
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OTRS helped SIEVERS-GROUP standardize ticket handling across seven departments. The ITSM solution automated ticket creation and enabled real-time data transfer... to their ERP. SIEVERS-GROUP improved service quality and transparency for clients. Agents now track ticket progress without interruption. The company can measure KPIs and quickly improve services. OTRS support and consulting were praised for their expertise and results-focused approach.
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RNP used OTRS to unify support and change requests across 60 service areas. Before OTRS, each team used different tools,... causing integration and information gaps. OTRS let RNP manage all workflows, tickets, and communications in one system. The platform improved process automation, ticket tracking, and customer satisfaction. RNP now delivers faster, more organized support for over 1,000 campuses and 33 internal teams.
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OTRS helped GÉANT unify IT ticketing and email in one system. Before, agents used separate inboxes and could not track... IT requests easily. OTRS automated workflows and improved SLA management. GÉANT integrated eduGAIN authentication with OTRS for secure, cloud-based access. The solution saved time and made communication clear for 100 agents handling 500 tickets per month.
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OTRS helped EMAPTA, a large offshore staffing provider in the Philippines, improve workflow compliance to 95%. EMAPTA struggled with five... ticketing systems over three years, causing frustration and workflow issues. OTRS offered flexible ticketing, SLA management, and integration options. The team used a detailed selection process, testing nine systems and 45 test cases. With OTRS, EMAPTA now supports 2,500–3,000 tickets per month and plans to expand with CMDB and time-tracking integration.
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OTRS helped Magh und Boppert GmbH modernize its ticketing system. The company needed a flexible solution to integrate with its... Avendoo® customer portal. OTRS enabled API-based integration, making ticket management faster and easier. The new system reduced manual work and improved customer satisfaction. Multiple departments now use the platform, streamlining collaboration and communication.
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OTRS helped Magh und Boppert GmbH modernize their ticketing system. The company needed a flexible, easy-to-use solution to support growth... and improve customer experience. OTRS integrated with their Avendoo® portal using APIs, allowing customers to manage tickets in one place. This reduced manual work, sped up ticket processing, and increased customer satisfaction. Multiple departments now use the system, improving collaboration and communication.
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OTRS helped Magh und Boppert GmbH upgrade their ticketing system to support growth. The company integrated OTRS with their myAvendoo... customer portal using APIs. This made ticket handling faster and automated many processes. Teams across customer service, IT, marketing, and sales now use the system. The new portal saves time, improves customer satisfaction, and reduces manual work. Plans include deeper ERP integration and more features.
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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 SES Techcom Services improve service desk performance. The team needed a help desk solution to manage satellite communications... support and unify all support levels. OTRS enabled fast response times and seamless workflows for incident and problem resolution. The system integrated with other SES tools and offered flexible configuration. SES saw better collaboration with customers and higher customer satisfaction.
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Mitel used OTRS to launch a global IT support solution in just 12 weeks. The company needed a fast, flexible... system to unify IT after acquiring Aastra. OTRS enabled quick ticket processing, transparent communication, and easy KPI tracking. Automated workflows improved efficiency and reduced errors, especially for HR onboarding and offboarding. Mitel's IT team now benefits from customizable processes and clear SLA management.
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OTRS 8 helped ecotel communication ag modernize its IT service management. The company faced slow performance and outdated customizations in... its old ticketing system. OTRS 8 enabled faster response and resolution times, a modern user interface, and stable high-volume operations. Integration with APIs and web interfaces improved flexibility. Transparent reporting and standardized workflows boosted efficiency for over 200 agents handling up to 7,000 tickets monthly.
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OTRS helped SES Techcom Services improve customer service and incident management. The team needed fast response times and reliable workflows... for satellite operations. OTRS provided a flexible ticketing and configuration management system. SES integrated all support levels into one process. The solution increased key customer service metrics and boosted customer satisfaction. OTRS now supports many service contracts and dedicated customer access.
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Mitel used OTRS to launch a global IT help desk in just 12 weeks. The company needed a fast, flexible... solution after merging with Aastra. OTRS automated workflows, making onboarding and offboarding easier for HR and IT. The system improved KPI tracking and allowed quick changes to processes. Mitel's IT team now handles 10,000-12,000 tickets per month with greater efficiency and transparency.
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OTRS 8 helped ecotel communication ag modernize its IT service management. The company moved from a heavily customized, outdated system... to a new, user-friendly platform. This improved ticket response and resolution times. The new system is stable, with better reporting and flexible API integrations. Service agents now work faster and more efficiently.
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Mitel used OTRS to unify and speed up its IT support after merging with Aastra. The company deployed OTRS in... just 12 weeks, replacing a slower, less flexible system. OTRS automated workflows, improved KPI monitoring, and enabled fast, custom process changes. IT teams now handle 10,000–12,000 tickets per month with more transparency and efficiency. Automated onboarding and termination processes save time and reduce errors.
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OTRS 8 helped ecotel communication ag modernize its IT service management. The company faced slow performance and update issues with... its old, highly customized OTRS 7 system. Working with OTRS Consulting, ecotel rebuilt its ticketing system using OTRS 8, focusing on best practices and integration. The new system improved user experience, reduced response and resolution times, and enabled smooth integration with existing processes. Structured reporting and a modern interface now support over 6,000 tickets per month.
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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 helped Salvagnini Deutschland GmbH double their phone support availability without raising costs. The company integrated OTRS with their phone... system and digitalized support processes. Now, customer requests are tracked digitally and customers can check their status anytime. All customer and machine data is linked to tickets, making support faster and more transparent. The solution improved service quality and made workflows paperless.
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OTRS helped Hydro Systems KG improve customer service and internal processes. Before OTRS, each department used separate emails, causing confusion... and slow response times. With OTRS, Hydro Systems KG created a single point of contact for all customer requests. The system tracks about 200,000 equipment parts and supports 4,000 tickets per month. This led to faster response times, better transparency, and higher customer satisfaction.
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OTRS helped Salvagnini Deutschland GmbH double its phone support availability without raising costs. The company integrated OTRS with its external... call center, digitizing and speeding up support processes. Customer data and machine info are now linked to each ticket, making service faster and more transparent. Clients can track their requests online and get quicker responses. The new system reduced errors and improved customer satisfaction.
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OTRS helped HYDRO Systems KG improve customer service and support. The company unified global service requests into a single point... of contact. This reduced response times and increased transparency. OTRS enabled better ticket management and resource planning. HYDRO Systems KG now handles about 4,000 tickets per month with 100 agents. Customer satisfaction and retention rates have increased.
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OTRS helped Salvagnini Deutschland GmbH double its phone support availability without raising costs. The company integrated OTRS with its call... center and digitalized customer service processes. Customers can now submit and track requests online, improving transparency and response times. All customer and machine data is linked to tickets, making support faster and more accurate. The switch to OTRS 8 enabled paperless workflows and better service quality for machine support.
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OTRS helped Hydro Systems KG improve customer service and internal processes. The company unified all customer requests through a single... contact point. This reduced confusion and improved response times. OTRS enabled tracking of 200,000 equipment parts and supported global service teams. Hydro Systems KG saw higher customer satisfaction and better retention. The solution made communication and ticket management easier for their support staff.
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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 LaSuB Sachsen cut IT support time by two-thirds for 32,000 teachers. Before OTRS, support requests were slow and... confusing. The new ticket system made support fast and clear. Teachers now get help with one click. The team manages requests with a small staff. OTRS made support easy and quick for everyone.
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OTRS helped the Berlin Senate Department for Education, Youth and Family manage 1,000 tickets per month. Before OTRS, each district... handled support separately, causing delays and high costs. With OTRS, all requests and incidents are tracked in one system. The team uses OTRS for ticket management, communication, and documentation. This led to faster response times, better service quality, and 24/7 access for users.
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OTRS helped LaSuB Sachsen cut support time for 32,000 teachers by two thirds. Before OTRS, support requests were slow and... confusing. The new ticketing system made help requests fast and easy. A central knowledge base and web interface improved clarity. The small IT team now manages requests quickly and avoids duplicate work. Team members can cover for each other easily. OTRS automation reduced manual tasks and improved service for schools.
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OTRS helped LaSuB support 32,000 teachers across 1,565 schools. Before OTRS, support requests were slow and confusing. Manual email handling... caused delays and duplicate work. OTRS introduced a ticketing system and a central knowledge base. Now, support is two-thirds faster. The team manages requests with a small staff and responds quickly. Automation handles frequent teacher reassignments, reducing admin work. Staff find the system easy and intuitive.
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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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MET Group switched from the OTRS Community Edition to the OTRS enterprise help desk solution. The new system added more... features, better communication, and higher user satisfaction. Centralized access and mobile support improved flexibility for staff and users. Automated reporting made management oversight easier and helped prevent ticket escalations. User satisfaction scores reached nearly 10 out of 10, based on about 1,000 annual survey responses.
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MET Group switched from OTRS Community Edition to the enterprise help desk solution from OTRS. The company needed better security,... Active Directory integration, and more advanced ticketing features. OTRS enabled centralized communication, mobile access, and automated reporting. User satisfaction improved, with CSAT scores close to 10 from nearly 1,000 reviews. The solution also streamlined asset management and reduced paperwork.
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OTRS helped MET Group move from an open-source ticket system to an enterprise helpdesk. The new solution improved customer satisfaction... and made problem prevention easier. MET Group now tracks over 1,000 tickets per month with 12 agents. User communication and reporting are better, and management has more visibility. Over 1,000 user ratings per year show a satisfaction score close to 10.
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MET Group switched from OTRS Community Edition to the OTRS enterprise help desk solution. The company needed better support, security,... and integration with Active Directory. OTRS enabled mobile access, automated reporting, and a central knowledge base. User satisfaction scores improved, with nearly 1,000 user comments and a CSAT rating close to 10. The solution also increased proactivity and made IT asset management easier.
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MET Group switched from OTRS Community Edition to the OTRS enterprise help desk solution. The company needed better security, Active... Directory integration, and advanced reporting. OTRS enabled centralized ticket management, improved user communication, and mobile access. Management gained visibility with automated reports. User satisfaction scores reached nearly 10 out of 10 from about 1,000 reviews per year. The solution also reduced paperwork and made IT asset tracking easier.
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OTRS helped Shiloh Baptist Church manage six properties more efficiently. The team needed better tools for maintenance tracking, event scheduling,... and invoice management. OTRS provided ticketing, calendar, and reporting features that improved communication and task coordination. Staff could attach invoices and photos to tickets, making accounting easier. The church now plans to automate more tasks and integrate accounting tools for further efficiency.
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OTRS helped Shiloh Baptist Church manage six properties efficiently. The team used OTRS to track work orders, schedule events, and... simplify accounting. They replaced FMX with OTRS for better usability and modern features. Communication between teams improved, and attaching invoices to tickets became easy. The church now coordinates maintenance and events faster, with clear reporting for management.
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OTRS helped Shiloh Baptist Church manage six properties for events and services. The team struggled with their old facility management... tool, which made reporting and tracking hard. OTRS provided ticketing, calendar, and reporting features. Staff could add attachments, track tasks, and share info with accounting. The solution improved communication, event planning, and billing. The church now keeps facilities safe and ready for the community.
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OTRS helped Shiloh Baptist Church manage six properties and coordinate events. The team struggled with their old tool, FMX, which... made reporting and tracking hard. OTRS let them assign maintenance tasks, track events, and attach invoices easily. The calendar and ticketing features improved scheduling and communication. The church now manages work faster and keeps facilities safe for the community.
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OTRS helped Shiloh Baptist Church manage six properties efficiently. The team replaced an old tool with OTRS for better usability... and tracking. They now use a ticketing system to coordinate maintenance and event preparation. OTRS makes it easy to attach invoices and photos to work orders. The integrated calendar and reporting features improved communication and simplified accounting. The church plans to expand automation and integrate accounting tools in the future.
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Livit AG, a Swiss real estate company, faced challenges with irregular system updates and limited Linux expertise. They switched to... the cloud-based OTRS solution to streamline IT service management. The managed OTRS platform enabled efficient ticket handling and reduced internal workload. Livit AG now benefits from reliable support, ITIL compatibility, and simplified service structures. The company manages 500–700 tickets per month with 31 agents using OTRS.
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Livit AG used OTRS to manage IT service requests for over 450 employees. Before OTRS, updates and maintenance were slow... due to limited Linux expertise. Switching to OTRS Cloud made system operation and updates easy. The IT team now spends less time on technical issues and more on real problems. OTRS templates and customizations help different departments work better. Livit AG is happy with the support and reliability of OTRS.
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Livit AG, a Swiss real estate company, faced challenges with limited internal Linux expertise and irregular OTRS system updates. They adopted the... OTRS Cloud solution, which provided managed hosting and administration by OTRS specialists. This allowed Livit AG to maintain internal support while benefiting from reliable updates and ITIL-compliant processes. The result was streamlined internal structures, reduced IT workload, and improved service visibility for their 450 employees managing 140,000 rental properties.
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Livit AG used OTRS to manage IT support for over 140,000 rental properties. The company faced challenges with Linux expertise... and infrequent system updates. Switching to the managed OTRS solution allowed Livit to outsource hosting and administration. This freed up IT resources and improved support quality. Livit now benefits from easy configuration, ITIL-compliant processes, and direct support in their native language.
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Livit AG switched to the cloud-based OTRS to solve IT resource bottlenecks. The company struggled with irregular updates due to... limited Linux expertise. OTRS Managed Solution provided hosting and administration, freeing up internal IT staff. Livit AG now enjoys efficient IT service management and streamlined processes. The team values OTRS's ITIL compliance and customizable templates. Support from OTRS specialists is reliable and timely.
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OTRS helps DLRG manage over 2,000 IT support tickets each month. The software gives 126 agents a clear view of... ticket status and fast assignment. DLRG uses OTRS to support teams across Germany, even with different hardware. The SaaS solution lets volunteers and staff solve problems quickly from anywhere. This keeps IT running smoothly so DLRG can focus on saving lives.
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OTRS helps DLRG manage IT support for over 600,000 members across Germany. DLRG teams need fast IT service and use... many types of hardware. OTRS provides a central helpdesk, letting staff track ticket status and process requests quickly. The web-based system is always available, so volunteers get help fast. DLRG keeps open tickets low and solves problems early, improving IT service for all teams.
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DLRG uses OTRS as its central help desk solution. The IT team manages over 2,000 tickets per month for 600,000... members. OTRS helps DLRG handle requests quickly, organize tickets, and keep processes clear. The web-based system lets volunteers and staff access support from anywhere. DLRG improved IT service quality and response times with OTRS. The team values the easy interface and fast ticket assignment.
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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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ENAV S. p.A. manages air traffic control in Italy. They needed a new help desk system for their Security Operation...Center. OTRS replaced their old service desk, making incident management faster and easier. Integration with SPLUNK lets incidents create tickets automatically, saving time. OTRS expanded to other departments, improving efficiency, compliance, and reporting. ENAV now gets reliable statistics for management reports and reduced recurring software costs.
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ENAV S. p.A. used OTRS to improve security operations in air traffic control. The old help desk software could not...handle complex security processes. OTRS made it easy to track incidents, automate workflows, and connect with SPLUNK for fast response. ENAV expanded OTRS to more departments, saving costs and boosting efficiency. Reliable statistics and better teamwork followed, helping ENAV protect its systems and people.
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ENAV S. p.A. used OTRS to improve its Security Operation Center. The team replaced an old service desk to better...manage security incidents and IT processes. OTRS integrated with SPLUNK, letting ENAV automate ticket creation and speed up response times. The solution expanded to other departments, supporting quality assurance, billing, and airspace management. ENAV reduced recurring software costs and saw a high ROI as OTRS became a core tool for daily operations.
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OTRS helped ENAV improve its security operations center. ENAV replaced its old customer service software with OTRS to better manage... complex information security processes. The new system made it easier to track incidents, automate workflows, and integrate with tools like SPLUNK. ENAV expanded OTRS to other departments, saving costs and improving efficiency. Reliable statistics for management reports and faster internal processes were key results.
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OTRS helped Bemol Digital automate 100% of its ticket workflow. The company manages about 5,900 tickets each month across 15... business units. OTRS eliminated a backlog that once left 500 tickets unresolved. The new system improved response times and made it easy to track and resolve requests. Bemol Digital now delivers higher quality support with less manual work.
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OTRS helped Bemol Digital automate 100% of its ticket workflow, from creation to resolution. The company now handles about 5,900... tickets per month with no manual bottlenecks. Before OTRS, 500 tickets would get stuck each month, causing frustration. Now, requests and approvals are tracked and managed across 15 business units. Service quality improved and response times are faster. The team uses features like email integration, knowledge management, and automated workflows.
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OTRS helped Bemol Digital automate 100% of its ticket workflow. The company manages about 5,900 tickets each month across 15... business units. Before OTRS, tickets often got stuck and customers were frustrated. Now, requests move smoothly from creation to resolution. OTRS removed a bottleneck that left 500 tickets waiting. The team saves time and service quality is higher.
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OTRS helped Bemol Digital automate 100% of its ticket workflow. The company now manages an average of 5,900 tickets per... month. OTRS eliminated a bottleneck that caused 500 tickets to be stuck. The new system improved service quality and response times. Bemol Digital centralized all internal customer service with OTRS. The team now tracks, manages, and resolves requests faster and more reliably.
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OTRS helped Polk County Public Schools manage over 100 monthly IT and service requests from 110,000 students and staff. Before OTRS, requests... overwhelmed a shared email inbox, causing confusion and delays. With OTRS, tickets are routed to the right team, tracked, and resolved faster. The helpdesk system keeps work moving even when staff are out. Teams now see who is working on what and can easily review past requests. This improved transparency and organization across the district.
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OTRS helped Polk County Public Schools manage over 100 IT tickets each month. Before OTRS, staff handled requests from many... sources in a shared inbox, causing confusion and delays. With OTRS, requests are centralized and routed to the right team automatically. Staff can track ticket status and see who is working on each task. The help desk software made it easier to support schools and offices quickly. OTRS improved transparency and made it simple to review past requests.
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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 Bru Textiles standardize workflows across Asia. The team needed a flexible IT service desk to support 100 local... and 400 regional offices. OTRS enabled easy customization and ITIL-based processes. After implementation, Bru Textiles balanced workloads and improved customer service. Teams like purchasing and engineering now use OTRS daily. Mobile features let factory staff manage requests on the go.
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OTRS helped Bru Textiles standardize workflows and improve customer service. The Asia team needed a flexible service desk that could... adapt to local needs. OTRS allowed them to manage 300–400 tickets per month across 20 agents in 5 countries. The system made it easy to prioritize and distribute work. Teams in purchasing, engineering, and maintenance now use OTRS daily. Mobile features let staff handle requests on the factory floor.
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OTRS helped Bru Textiles standardize workflows and improve customer service. The company needed a flexible IT service management system for... its Asia operations. OTRS enabled easy customization and supported ITIL processes. After implementation, Bru Textiles balanced workloads and handled 300–400 tickets per month. Teams across departments now use OTRS daily, benefiting from mobile access and streamlined request handling.
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OTRS helped Bru Textiles manage 300–400 tickets per month across 5 countries. The team needed a flexible service desk that... supported ITIL processes and could be customized for local needs. OTRS enabled easy workflow standardization and quick adoption by staff. The solution balanced workloads and improved customer service. Mobile features let factory teams handle requests on the go, making support faster and more efficient.
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OTRS helped Professional Flight Management, Inc. (PFM) move from an outdated local system to a secure, managed environment. The team... gained mobile access and faster search, letting them respond to 3,000 customer tickets per month. OTRS made it easy to balance workloads and keep all team members updated. PFM saw faster customer service and higher client trust. The switch freed up IT staff to focus on core business needs.
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OTRS helped Professional Flight Management, Inc. (PFM) move from an outdated on-premise system to a secure, managed environment. The team... gained mobile access and faster search, letting them handle 3,000 tickets per month with just 13 agents. OTRS enabled quick customer response, balanced workloads, and improved client trust. The transition was smooth, with no downtime and better focus for PFM's IT staff.
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Professional Flight Management, Inc. (PFM) upgraded to a fully managed OTRS solution. The team needed faster response times and mobile... access for customer service. OTRS enabled mobile support, improved search, and shared inbox features. The switch reduced IT workload and eliminated downtime during migration. PFM now answers customer requests in seconds, boosting customer trust and team efficiency.
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OTRS helped Professional Flight Management, Inc. (PFM) move from an outdated, on-premise system to a fully managed, modern solution. The... switch enabled PFM's team to respond to 3,000 customer tickets per month much faster. Mobile access and improved search features let staff handle requests on the go. The transition was smooth, with no downtime for customers. PFM now enjoys higher customer trust and a balanced workload.
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OTRS helped Professional Flight Management, Inc. (PFM) move from an outdated on-premise system to a fully managed, modern solution. The... switch enabled PFM to respond to 3,000 customer tickets per month much faster. Mobile access and improved search features let the team handle requests on the go. The transition was seamless, with no downtime and all customer data preserved. PFM’s IT staff now focus on their core business, while customer confidence and service speed have increased.
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