The flexibility of OTRS is extensive. I felt that other solutions were extremely rigid and any customization would have led to development investments on top of a cost prohibitive licensing structure for our medium-sized company.
Milan, Italy (PRWEB UK) 17 August 2015
OTRS Group, the world’s leading provider of open-source and cloud-based service management software solutions, is announcing today a new client success story with Cogetech S.p.A., one of the leading game machine operating companies in Italy. A user of IT support software OTRS and the OTRS IT Service Management module “OTRS::ITSM“ since 2013, Cogetech has been constantly recording an increased return on investment (ROI) since the solution was implemented.
Chris Bates, Information Systems & Infrastructure Manager at Cogetech S.p.A, confirms the benefits that convinced them to choose OTRS in the past and points out the reason for their increased ROI: “The flexibility of OTRS is extensive and it offers the best ITIL®-compliant functionality for responding to the requirements of our fast moving business. I felt that other solutions were extremely rigid and any customization would have led to development investments on top of a cost prohibitive licensing structure for our medium-sized company.”
Cogetech S.p.A uses OTRS in their call center to record technical faults and solve service requests for more than 5,200 video lottery terminals (VLT) as well as about 38,000 AWPs (New Slot) in approximately 15,000 shops. They also provide services to a network of 300 independent betting shops. As Cogetech S.p.A is a concessionaire of the Italian gaming regulator AAMS, all gaming machines are supervised and connected and messages need to be transfered failure-free between devices and to the regulatory organization. Therefore, OTRS additionally provides Cogetech S.p.A with strict SLA management services for escalation notifications, automatic responses and chat integration.
In the near future, Cogetech would like to implement the widespread mobile use of the web-based tool on tablets and integrate their asset management system to improve customer service. “This will be a big advantage as it will streamline the process for issues that are routed to our field support teams, who will be able to update asset locations in real time when in the field.” reports Bates. “Thus, the call center operator only has to choose the faulty machine in a drop-down menu and field support teams have clearer visibility and are able to plan shop visits efficiently.“
Christopher Kuhn, COO of OTRS Group sees the upcoming version of the IT support software OTRS 5 as the perfect fit for the growing mobile requirements of companies like Cogetech: “As OTRS 5 will have a completely responsive design it is the perfect choice for companies offering customer field support. Loyal clients like Cogetech are our inspiration for developing further powerful features for OTRS and of course, they will get updates to OTRS 5 without any additional costs.“
Find out more about the implementation of OTRS at Cogetech S.p.A in the full-length success story here http://www.otrs.com/portfolio_touch/cogetech-s-p-a/
About OTRS Group
OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud based and on-premise versions of the OTRS Business Solution™, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Hewlett Packard, Lufthansa, Boeing, Porsche as well as 150,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.