Ahfad University for Women in the Sudan Provides Staff IT Support and Cuts Complaints with OTRS

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OTRS improves IT management at Ahfad University for Women, cutting workload and staff complaints. OTRS supports equal education of women in the Sudan, and is excited to announce the AUW’s use of OTRS.

Customer satisfaction ar Ahfad University of Women was raised by implementing the Open Source IT support software OTRS

Open Sources secures the education of women in Sudan.

We chose OTRS for being easy to use and implement, and also because it can be integrated with our University Education System. The clear decrease in complaints confirms that OTRS was the right choice.

OTRS, global provider of open source IT services and management software, is pleased to contribute to the success of students at Ahfad University for Women (AUW) in Sudan by improving IT systems and services.

AUW is a private women’s university that provides quality education for women in Sudan and the region to help them improve their standing in society and develop leadership roles. The university is one of the first educational institutes in Sudan that actively seeks out women from rural areas to promote women’s advancement and equality. The university provides academic courses, on-the-job training, individual research and community activities.

Recently, AUW identified the need for an improved internal IT support system. Their system was cumbersome and caused slow response times to staff requests and system failures. Staff and students were left unsatisfied and underserved, and the university’s IT department was overloaded with requests they could not handle. AUW identified the need for software that could support the IT department and had the capacity to support facilities management, student accounting, and library management. In addition, the solution had to integrate seamlessly with existing systems.

AUW chose OTRS as their IT support software solution. OTRS implemented an easy-to-use solution to support the IT department and the University Education System. The new system now offers multi-language support, flexible reporting and integration with third party applications.

As a result, staff and students complaint rates have dropped by 35%, staff’s daily workload has been reduced, and other departments have been able to use the software as well especially the facility management unit.

“We chose OTRS for being easy to use and implement, and also because it can be integrated with our University Education System,” said Hozifa Hussein, Data Center Manager at AUW. “We need quicker response times for problem resolution in order to raise end-user satisfaction with an improved IT service management. The clear decrease in complaints confirms that OTRS was the right choice.”

Dr. Elhadi Elassam, AUW Project Consultant, adds: “OTRS is one of the quite few applications that builds on the ITIL v3 frame work which enables AUW staff and management to manage our services from strategy phase to operation phase via continual improvement. I believe this is one of the major strengths of OTRS.”

For more information on AUW’s use of OTRS, visit http://www.otrs.com/portfolio_touch/ahfad-university-women/

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 Kentucky Fried Chicken 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
OTRS AG
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