Success Story. OTRS Business Solution enables trouble-free support for highly complex software infrastructure at Aktuell.

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1 OTRS Business Solution enables trouble-free support for highly complex software infrastructure at Aktuell. &

2 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 Why OTRS? OTRS was our first choice as a ticket system and it has really paid off. Now we have a comprehensible overview of all internal and external IT support cases and have a solid basis for ensuring that all bills for working times are correct. We re glad to finally have such an incredibly stable and reliable 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 visualization for everybody involved Impact of OTRS Business Solution Useful OTRS Features Color-coding for articles (internal and external messages, notes, etc.) Tag Cloud Restore Pending Information Quick overview of any support case IT staff can access past work steps and continue work seamlessly Pending Reminder function replaces separate scheduling system

3 Aktuell can now provide Raiffeisen staff members throughout Austria with efficient support regarding software problems International independent insurance broker Aktuell 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 seconds 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 insufficiently transparent and slows down work When, in addition to its internal IT support, Aktuell started providing external support to Raiffeisen staff members for a company-wide software, coordinating tasks reliably with just Excel and Outlook clearly wasn t going to be possible. Support cases started becoming more and more complex, especially since we had to work with external data centers. In addition, support periods were becoming significantly longer and generally involved many different employees, states Thomas Tuschl, IT Systems Supervisor at Aktuell. It was thus becoming increasingly difficult to understand which tasks had yet to be carried out and which had already been dealt with for each support 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.

4 OTRS offers incredible configuration possibilities and is always stable no matter how high the workload! Thomas Tuschl, IT Systems Supervisor at Aktuell 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 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 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 partner, using a different ticket system was never really an option. The OTRS Business Solution offers us exactly what we need, and the OTRS Team has proven to be as reliable as the software itself regarding implementation and concept development, says Tuschl when referring to OTRS at Aktuell.

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 OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands Latin America OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: Asia Pacific OTRS Sdn. Bhd. A-32, Menara Allianz Sentral, 203 Jalan Tun Sambanthan, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: T: F: