It works like an ordinary email client, very intuitive. You know perfectly what the open tickets are, you have a good overview of what is in your inbox and the priorities are clear.
Amsterdam, The Netherlands (PRWEB UK) 8 March 2016
OTRS Group, the world’s leading provider of open-source and cloud-based service management software solutions, is announcing today the acquisition of Dutch global connectivity specialist Custom Connect B.V. as a new customer. With global offices and a demanding client base varying from Fortune 500 enterprises to innovative start-ups, the operating connectivity specialist sought a customer support software that offers high standards and flexibility. Open source customer support software OTRS Business Solution was chosen over for its flexible software architecture, easy integration, on-premise hosting, and non-seat based licensing.
Ton Blok, Senior Engineer at Custom Connect B.V., explains the benefits that OTRS Business Solution brings to the customer support and engineering team : “It works like an ordinary email client, very intuitive. You know perfectly what the open tickets are, you have a good overview of what is in your inbox and the priorities are clear. The graph in the dashboard that shows the amount of open and closed tickets measured against each other is displayed on a big screen in our office and really pushes our motivation!“
Custom Connect B.V. launched their customer support team in-house February 2016 and needed an effective customer support software to further improve the transparency and efficiency of customer communication. With their team Custom Connect B.V. processes between 130 to 3,000 tickets per week and provides support services to customers and suppliers. A partner company demonstrated the flexibility of the OTRS Business Solution to the team.
“We wanted to host the system ourselves so we can integrate it with our own systems more independently. With the open software architecture of the OTRS Business Solution it is easily done by adding our code. On this basis, we plan to integrate it with Salesforce to offer our clients a familiar customer portal where they see their support requests, contracts and services at one glance. And we are just starting to explore the system!” explains Blok. Due to the flexibility of the system and the effective licensing model, Custom Connect B.V. plans to deploy OTRS Business Solution in other departments.
“In today’s competitive environment, companies and their customer support need to react quickly to changing requirements, either in terms of staff size or how the customer support software offers new features to improve efficiency,” said Christopher Kuhn, COO of OTRS Group. “By offering a licensing model not based on seats, an extensive feature set, and many configuration possibilities, the OTRS Business Solution is the perfect customer support software that helps companies to grow quickly, stay flexible and save on unnecessary licensing costs.“
Find more information about the customer support software OTRS Business Solution here: https://www.otrs.com/solutions/managed-otrs/
About OTRS Group
OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the on premise and cloud-based versions of the OTRS Business 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, Hong Kong, Malaysia, Mexico and Brazil, 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 36 languages, offers a fully responsive design to be used on every mobile device, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com