Real-World Case Studies and Customer Success Stories with OTRS

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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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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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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OTRS helped the Saxony State Office for Schools and Education speed up IT support for 32,000 teachers. LaSuB needed a... complex portal to manage support for all school staff in Saxony. With OTRS, support response times became two-thirds faster. The solution improved service for teachers and school employees. The portal now handles requests more efficiently.
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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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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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