Ivycorp Boosts Service Desk Performance and Flexibility with OTRS Help Desk

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Ivycorp, a technology business based in Washington State, chose OTRS Help Desk to improve their customer service performance.

The OTRS Group, the world's leading provider of open source Help Desk and ITIL® V3 compatible IT Service Management (ITSM) solutions, today announced that Ivycorp, a technology business based in Washington State, chose OTRS Help Desk to improve their customer service performance. Ivycorp was impressed by the responsive, high quality customer support from OTRS, as well as the available iPhone and iPad Apps for OTRS, which allow customer service to be more flexible and agile.

Ivycorp is the provider of Ivytalk®, the next generation in mobile messaging, which enables customers to channel and synchronize their group communication via email, SMS, smartphone app, desktop widget or pager, so everyone can be reached everywhere in the manner best for them. The customer service team of Ivycorp takes care of customer requests and questions. .

Previously, using a simple email alias for forwarding customer requests to a two-tier customer support team made it hard to track end user issues and team member responsibilities, causing increased stress and reduced productivity among members of the team. Ivycorp needed a Help Desk system that was able to fit their small scale and budget, yet grow incrementally with the business. They found that OTRS is a solid and reliable open source software solution that was easy to configure and free of license costs.

According to Mary Jesse, CEO and Founder of Ivycorp, “OTRS's excellent and timely customer service as well as their excellent feature set convinced us to use their solution. OTRS was very responsive during our assessment which included email and phone questions. We also benefit greatly from the depth of documentation, videos and webinars available from OTRS.”

By implementing OTRS, Ivycorp increased the flexibility of their customer service process, as Tony Billera, Head of Customer Operations at Ivycorp explains: “Most administrator and agent actions can be managed via either the iPad or iPhone, which I normally carry everywhere. It is not necessary to open, boot up, and login via my laptop to provide customers with great service and support.”

About OTRS

OTRS is the world's leading provider of open source Help Desk and ITSM solutions. The OTRS product suite comprises a Help Desk, an ITIL® V3 compliant IT service management (ITSM) solution, and an associated iPhone App. Over 85,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 32 languages, enabling multi-national corporations to consolidate their service operations into a single, unified solution. OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit http://www.otrs.com and http://www.otrsondemand.com.

About Ivycorp

Ivytalk® provides businesses and organizations with access to a secure, network-based, enterprise-level group-messaging solution that is unparalleled in usability, scalability, and performance. Ivytalk takes group messaging to a new level with its ability to support millions of simultaneous users, two-way messaging capabilities, mobile-device independence, and best-of-breed management tools for easily organizing and distributing messages to targeted audiences. Ivytalk can be customized to promote brand awareness and provide interactive communication between businesses and consumers – organizations and members – agencies and volunteers. Ivytalk provides an affordable and highly effective solution for delivering information via familiar and universally accepted devices. For more information visit Ivytalk.com


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