Mobile Mini, Inc. Boosts Service Management Quality with Help Desk Software OTRS
Cupertino, CA (PRWEB) July 24, 2013 -- OTRS Group, the vendor and world's leading provider of the Open Source Service Management software OTRS is announcing another customer success story with Mobile Mini, the world’s leading provider of portable storage solutions. With a total lease fleet of approximately 235,000 portable storage and office units and with 136 locations in the United States, the United Kingdom, Canada and the Netherlands Mobile Mini, Inc. offers customers a wide range of portable storage and office products. After being introduced for internal support desk work, order tracking, and base-level project management and since the go-live on January 1, 2013 the OTRS Help Desk software helped Mobile Mini, Inc to decrease processing time to five days or less, reduce its maintenance costs by 50 percent more than its previous solution, as well as bring its licensing costs to zero. Furthermore, service quality as well as customer satisfaction have improved significantly with the move to the Open Source Service Management software OTRS.
For almost a year Mobile Mini, Inc searched exhaustively for a support desk ticketing system. Jason L’Odense, VP of Information Technology, remembers: “Our previous system was a Windows based application that provided base level functionality. It was very much point and click, but limited in the fact that you were tied to a single operating system. However, the performance via VPN connections was unreliable, as best.“
Mobile Mini, Inc. needed a customizable solution with maximum up time and manageable service intervals that would ease the self-service and ticket submittal for internal end-users. It found itself locked in by other solutions like BMC Track-It!, Zendesk, and Salesforce, but the open standards of the OTRS Help Desk software suited it perfectly and led the way to better Service Management. To try it out Mobile Mini, Inc purchased an OTRS Best Practice Professional Edition, which guarantees excellent implementation service and support. After a six-month development phase, Mobile Mini, Inc enlisted the help of OTRS’ consulting services to ensure the solution was completely fit for service and lead it to a seamless go-live.
Mobile Mini, Inc.’s customer satisfaction improved because of the system’s ease of use when submitting tickets, and the ability to provide survey feedback on technician performance. The OTRS Help Desk software has also boosted the service quality of Mobile Mini, Inc.’s internal service desk by offering a higher level of visibility to work orders and by opening up new areas of reporting to measure in terms of Service Level Agreement’s response and resolution time.
About OTRS Group
The OTRS Group is the vendor and world's leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.
The OTRS product suite includes the OTRS Help Desk software and the ITIL® V3 compliant IT service management (ITSM) solution OTRS ITSM, as well as an associated iPhone App. OTRS is available in 32 languages and over 110,000 organizations worldwide use OTRS to consolidate their service operations into a single unified solution, saving costs and resources. OTRS Group is the source code owner and offers businesses of all sizes service support, consulting, and software development. The service portfolio consists of process design, implementations, customizations, Application Support, and Managed OTRS Services. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia. OTRS is used by 60 percent of DAX 30 companies.
Josephine Guenther, OTRS Group, http://www.otrs.com, +49 617268198826, [email protected]
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