Western University Simplifies Medical School Placements with OTRS Service Desk Solution

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A new case study illustrates how OTRS solved the problem of managing overwhelming number of medical student rotations at Western University efficiently.

OTRS Service Desk solutions are used by COMP from Western Univeristy

Satisfied Customer of OTRS using the solutions for communications with their students

Compared to e-mail threads, tracking communications with OTRS is simpler, more effective, and significantly more efficient.

Leading Cloud Help Desk Software and Service Management provider OTRS, has released a new case study which demonstrates the continued success of the help desk service they have supplied to Western University. The case study offers valuable insights about ticketing systems and the options available for those in search of customised help desk solutions.
As an institution that trains hundreds of graduate level health care providers, Western University of Health Sciences requires a robust rotation tracking and help desk service. Western University had originally considered using HEAT, a competitor of OTRS, to deliver the service but decided to use OTRS for what continues to be a mutually beneficial business relationship since. The case study describes how OTRS provided a customised system to solve the problems of tracking and supporting student rotation placements quickly and affordably.

As Scott Helf, Chief Technology Officer, Assistant Dean of Academic Informatics at Western University points out, “Compared to e-mail threads, tracking communications with OTRS is simpler, more effective, and significantly more efficient.”

The Western University OTRS system now handles approximately 70,000-80,000 tickets per year and the OTRS system continues to expand as the University expands into to new territories.

Western University has been using OTRS since 2006 and the case study illustrates their great satisfaction with the service.

Helf further explains, “It’s part of our responsibility to continuously look around to find the best overall solution. Ultimately, OTRS has been a reliable and stable workhorse, adapted to COMP, CDM, and CPM’s changing needs, and has remained the mission critical communication system of choice for these colleges.”

Technological developments continue to move fast but frequent updates to OTRS software keeps Western University truly ahead of their competitors in this area.

Originally deployed to handle requests to and from the COMP Office of Rotations only; the university now use OTRS for essentially all communications with students. OTRS has now been rolled out to all colleges including the new COMP-Northwest campus in Lebanon, OR, College of Dental Medicine (CDM), College of Podiatric Medicine (CPM), and the COMP Office of Preclinical Education.

Western University of Health Sciences is a non-profit, private, graduate school for the health professions, with a main campus located in downtown Pomona, California, and another campus in Lebanon, Oregon.

The new case study is available for download free on the OTRS website.

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.

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Josephine Günther
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