OTRS Business Solution™ enables
trouble-free support for highly complex
software infrastructure at Aktuell®.
Success Story
Success Story
Impact of OTRS Business Solution™
§
Quick overview of any support
case
§
IT staff can access past
work steps and continue
work seamlessly
§
Pending Reminder function
replaces separate sched-
uling system
Customer Requirements
§
Ability to keep track of the
time and resources spent on
each ticket
§
Clear overview of work
steps in each case
§
Transparent process
vi-sualization for everybody
involved
Why OTRS?
„OTRS was our first choice as a
ticket system and it has really
paid off. Now we have a
com-prehensible overview of all
in-ternal and exin-ternal IT support
cases and have a solid basis for
ensuring that all bills for
work-ing times are correct. We’re glad
to finally have such an
incred-ibly stable and reliable system.”
At a Glance
Company
„Aktuell“ Raiffeisen Versicherungs-
Maklerdienst Gesellschaft m.b.H.
OTRS Solution OTRS Business Solution™,
OTRS::ITSM
Modul
e
Tickets/month
20
Approx. staff using OTRS 15
Useful OTRS Features
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Color-coding for articles
(in-ternal and ex(in-ternal messages,
notes, etc.)
§
Tag Cloud
Success Story
Aktuell® can now provide Raiffeisen staff members
through-out Austria with efficient support regarding software problems
International independent insurance broker
Ak-tuell® has decades of experience in the provision
of insurance and pension solutions. A part of the
Raiffeisen Organization, Aktuell® offers insurance
and risk management services worldwide and in
all areas for companies of any size or complexity.
Solution: The time and resources invested into each ticket are now clear and comprehensible
A ticket system was needed to help the Aktuell® IT team deal with increasingly complex inquiries in an easy and comprehensible way. “Our software provider had been using OTRS for a while already and recommended the system to us. This made it possible to take a look at the software and its functions first-hand and to decide whether or not OTRS was the right solution,” says Tuschl. It was soon clear that the choice was going to be made in favor of the OTRS Business Solution™, especially as it enabled a go-live with very little delay and expert support. Thomas Tuschl is extremely glad about the way in which OTRS has made work easier: “The communication process in every case is completely transparent. Now it only takes a few sec-onds after receiving an inquiry to see all the information related to a specific case, making further work on the problem much easier.”
An overview of the tasks previously carried out for each
case makes subsequent work both easier and faster
Problem: Outlook & Excel solution is insuf-ficiently transparent and slows down workWhen, in addition to its internal IT support, Aktuell® started provid-ing external support to Raiffeisen staff members for a company-wide software, coordinating tasks reliably with just Excel and Outlook clear-ly wasn’t going to be possible. “Support cases started becoming more and more complex, especially since we had to work with exter-nal data centers. In addition, support periods were becoming signifi-cantly longer and generally involved many different employees,” states Thomas Tuschl, IT Systems Supervisor at Aktuell®. It was thus be-coming increasingly difficult to understand which tasks had yet to be carried out and which had already been dealt with for each sup-port inquiry. It was clear that a solution was needed in order to clearly record the working times for each support case after it had finished.
Success Story
OTRS offers incredible configuration
possibilities and is always stable no matter
how high the workload!”
Thomas Tuschl, IT Systems Supervisor at Aktuell®
The increasing size and complexity of the problems the IT department at Aktuell® had to deal with was making it hard to have a clear overview. OTRS enabled the central IT department in Vienna to provide reliable support to Raiffeisen staff members throughout Austria. “We were finally able to get away from the outdated Outlook and Excel solution and have a system where support inquiries related to specific topics can be seen by all staff members. Inquiries now enter the ticket system by e-mail and are worked on directly. This added transparency and clarity really help save a lot of time and effort,” states Tuschl. “After the personal recommendation from our part-ner, using a different ticket system was never really an option. The OTRS Business Solution™ offers us exactly what we need, and the OTRS Team
Why OTRS?
Fast and transparent overview of all support inquiries enables IT staff to see which steps have already been taken and to continue work seamlessly
has proven to be as reliable as the software itself regarding implementa-tion and concept development,” says Tuschl when referring to OTRS at Aktuell®.
Success Story
North America OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 408 549 1717 F: +1 408 512 1748 Europe OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany OTRS AG Bahnhofplatz 1a 94315 Straubing Germany OTRS B.V. Schipholweg 103 2316 XC Leiden The Netherlands T: +49 6172 681988 0 F: +49 6172 18076 90 Latin America OTRS S.A. de C.V.Av. Insurgentes Sur 863, Piso 7 Col. Nápoles 03810 Mexico City Mexico T: +52 5511 6896 64 Asia Pacific OTRS Sdn. Bhd.
A-32, Menara Allianz Sentral, 203 Jalan Tun Sambanthan, 50470 Kuala Lumpur, Malaysia T: +603 2035 5578 F: +603 2035 5568 OTRS Ltd. Rm 406, 4/F
Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: +852 3690 150
