Success Story. Implementing Managed OTRS Lets Famous Traffic Ticket Legal Service Focus On Dismissing Traffic Tickets, Save Time & Money

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1 Implementing Managed OTRS Lets Famous Traffic Ticket Legal Service Focus On Dismissing Traffic Tickets, Save Time & Money

2 At a Glance Company California Ticket King OTRS Solution Managed OTRS Silver Tickets/month 100 Staff using OTRS 5 End-users 300 Why OTRS? Fortunately we found out, that Managed OTRS is cheap enough for us to purchase it even with the IT support behind it and so we entered into a contract for managed services. We liked Managed OTRS because it is open source and because it does not require an inhouse IT team being more general. IT jargon is kept to a minimum in OTRS, so even our non-it related law firm is able to cope with it. Useful OTRS features Clear OTRS Process Management for resolving issues Full customer support for all back- and front-end issues Create static and dynamic ticket webpage templates easily Requirements Mobile-friendly Programmable workflow Single point login linked to the main website Cross browser and operating system compatibility Easy-to-use without IT skills Maintain client confidentiality Benefits Reduced costs in servicing cases Transparent communications allowing clients to login and see their case status More staff time devoted to pressing legal issues

3 California Ticket King Depends On Getting The Details Right The attorneys at California Ticket King are expert traffic ticket, misdemeanor, DUI and felony defense lawyers. Their mission lies in identifying errors and unnoticed mistakes. California Ticket King helps dismissing tickets throughout California. More transparency for customers in communication Problem: Keeping clients informed of their case status requires staff time and creates a lot paperwork Clients expect quick updates about the state of their case. Anxiety levels are often high. Scott Hullinger, San Diego Criminal Attorney, says: One of the most expensive parts of the Ticket King s business is servicing a case. Paper files create a disorganized office and require more staff to manage that paperwork. A disorganized office results in dissatisfied clients and costs more money to operate. Solution: Achieve great service quality via Managed OTRS, a Software useable with a minimum of IT jargon OTRS allowed us to gain efficiency by reducing our costs to service a case. The managed solution solved client communication by allowing clients to login and see their case. Clients now have instant access to information on their case. They can check status, upload documents and even send s clarifying issues. Clients that know their case is progressing are less likely to call for an update. The California Ticket Kings staff is able to devote more time to pressing legal issues. This results in increased efficiency using fewer resources. We believe we are able to keep our operating costs to a minimum by using OTRS, states Hullinger.

4 Our move to OTRS improved efficiency in our work process. This resulted in being able to spend more time with clients and their issues while saving money. Scott Hullinger, CEO of Hullinger & Fabian, APC Why OTRS? Open Source means more flexibility and lower overall cost The law firm started using OTRS OnDemand after frequently having had issues with the prior system RS Joomla Tickets in creating workflows and updating. Open source was the biggest factor in deciding what ticket system to use. The California Ticket King was built on open source programs, the web site is Joomla and the document repository is Alfresco. They even use Open Office to draft court briefs. All of these programs are open source and provide California Ticket King with flexibility and lower cost. OTRS fit the same philosophy perfectly and met expectations to be competitively priced, to be easily customizable, to have the possibility to apply it more generally and to work with other open source code. In fact, California Ticket King first started utilizing OTRS OnDemand but when they realized the price and flexibility of Managed OTRS, they quickly upgraded. Hullinger remains impressed by OTRS and its consulting services. OTRS gave us confidentiality and convenient communication with our clients. It gave us efficiency in that we could batch update clients, he says.

5 Contact us Website: North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany T: F: OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Level 6, 28 Hennessy Road, Admiralty, Hong Kong T: