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OTRS Help Desk Answered Toshiba Europe's CallNew Open Source OTRS Help Desk Nets Six-Figure Savings for Toshiba (June 24, 2010)
CUPERTINO, CA and BAD HOMBURG, GERMANY -- (Marketwire) -- 06/24/10 -- OTRS (www.otrs.com), the leading open service innovation and delivery platform, with help desk and ITSM modules such as configuration and change management flexibly deployed by over 80,000 corporate customers worldwide, today announced that Toshiba Europe has deployed the OTRS Help Desk in its eleven call centers throughout the EMEA region. The open source OTRS system, including managed services, maintenance, and support, replaces the proprietary help desk/CRM system Toshiba had previously deployed.
"Open source freedom was an important argument for OTRS help desk -- our savings on licenses, maintenance and support are in the high six figures," said Uwe Feil, Toshiba Europe's General Manager of Technical Services & Support. "The new OTRS solution has greatly improved our quality of customer service, proving that open source systems pose a formidable challenge to closed, proprietary systems."
The open source nature of the OTRS help desk enabled developers to make substantial modifications to accommodate Toshiba's European operations and provides real-time interfaces to other core systems at Toshiba. The new OTRS system supports 220 call center agents, logging more than 45,000 tickets and 15,000 service orders a month.
"The OTRS EMEA call center deployment in support of Toshiba laptops and other computers was such a success, that we are extending system support to Toshiba TVs and DVD players," says Marion Hammes, Toshiba's EMEA Project Manager, Service Engineering in Technical Services & Support. "Since feedback on our OTRS solution is 99 percent positive, we will certainly deploy it in our upcoming new call center locations, including Turkey and Switzerland."
"The cooperation with the OTRS AG has been is perfect," adds Uwe Feil. "The project came in on time and in budget -- a major achievement for an undertaking of this size. The savings we had projected have already been realized -- the ROI is there."
Over 80,000 corporate customers worldwide flexibly deploy the OTRS open service innovation and delivery platform, with help desk and ITSM modules. Enterprise support includes process design, application support, implementation, integration, customization, training, and OTRS managed services in 27 languages. OTRS runs on Windows, Linux, Unix, and Mac OS X, and can be accessed through all popular XHTML browsers, as well as the iPhone and iPad. Supported by a dedicated community of over 5,000 technical developers and users, the company's open source project can be downloaded free at ORS.org. Founded in Germany in 2003, OTRS has its North American headquarters in Cupertino, California, and offices in Europe and Latin America. For more information on OTRS products and services, or to become a software contributor, development sponsor, or certified OTRS integration partner, please visit http://www.otrs.com/.
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