OTRS Help Desk 3.0 drives MAN’s Facility Management at full speed

Share Article

Faster Migration due to professional workshops with OTRS experts

The OTRS Group, the world's leading provider of open source Help Desk and ITIL® V3 compatible IT Service Management (ITSM) solutions, has convinced MAN Truck & Bus AG of their services performing a professional upgrade to OTRS Help Desk 3.0. The international supplier of commercial vehicles and transport solutions uses the Help Desk system in the early version 2.1.7 already for five years for their order coordination in the area of Facility Management and internal maintenance. As part of a migration to another server an upgrade to OTRS Help Desk 3.0 was also discussed in order to benefit from an improved graphical User Interface with an easier system management and a faster FullText search. In a professional migration and in an optimization workshop led by the OTRS experts the upgrade of the system was performed without problems and in a short time as well as the training effort of the affected staff was very little. As a result, the quality of MAN’s Facility Management could be increased tremendously and the order processing runs significantly faster.

In the last year MAN Truck & Bus AG handled 8,000 tickets with a service staff of 50 and OTRS Help Desk thus offering 3,500 customers excellent service in Facility Management. As an OTRS extension MAN also uses the Survey Module for customer surveys. Apart from the server migration and the upgrade, the workshops also helped to realize the potential of optimization of OTRS and to solve individual problems just like the linkage of further customer databases. Project leader Markus Tratz is pleased with the results: „OTRS is a mature software, which meets our requirements with tiny exeptions completely and the OTRS Group offers a highly qualified service on top, which saved us a lot of time, pain and ressources.“

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 100,000 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.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Paul Salazar
Email >
Visit website