Company Profile

Providing service excellence at optimized costs are main differentiators to stand out competition in saturated markets. More than 170,000 organizations worldwide rely on OTRS to optimize their services, to increase their customers’ satisfaction and to reduce costs

Short Profile of OTRS  (Please note: only available in German)

Software

OTRS is a fully-managed helpdesk software that offers solutions to the customer service, IT service management and corporate security industries. The OTRS solution includes complete application management which extends to administration, implementation of required patches, upgrades and critical security updates. OTRS runs in ISO-certified data centers

OTRS is available in 38 languages and is used by more than 170,000 companies worldwide to optimize their service delivery with an integrated software solution that increases customer satisfaction and reduces costs.

OTRS Group

OTRS Group is the world’s leading provider of Open Source Help Desk and IT Service Management (ITSM) solutions. The group consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Do Brasil Soluções Ltda. (Brazil), OTRS ASIA Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong) and OTRS Magyarország Kft. (Hungary).

OTRS AG has been listed in the Basic Board at the Frankfurt Stock Exchange since 2009.

Our Employees

A team of employees with expertise, motivation and passion …and where it applies its potential.

Business Model

The OTRS Group supports its customers in successfully navigating the world of digital customer relations. It does so by structuring communication with internal and external customers to make it efficient and audit-proof, as well as by implementing business intelligence workflows. This means that our customers’ quality of service is improved through their use of OTRS and related services.

Revenue is generated through contracts that include both the software and a service package. The OTRS Service Package includes custom evaluation, software customization and process consulting. After the software has been implemented, customers have continued access to a professional helpdesk and a wide range of training courses.

Recurring contracts and high retention rates enable easier revenue planning and offer a high-degree of earning certainty. This is partly because of the comprehensive support provided to customers over the entire life cycle of their contract and the resulting confidence in the performance of the OTRS Group as a service partner and trusted advisor.

The main areas of application are customer service, ITSM and corporate security.

As the source code owner, the OTRS Group also offers their software for download free-of-charge to users worldwide under the name ((OTRS)) Community Edition.

For more than 15 years, OTRS has stood for innovation, delivering the highest quality in technology and focusing on our customers’ needs. Today, the OTRS Group employs nearly 100 employees worldwide in seven countries.

Earnings

In January 2015, the OTRS Group began offering its professional services solution. With the aim of offering professional users a complete package for fast, uncomplicated and efficient use of OTRS in IT service management, different contract levels were defined. These include a large number of exclusive functionalities, as well as consulting services. They are customized to fit the needs and wishes of our customers, and they are characterized by low running costs and implementation expenses.

It is the positive user experience with ((OTRS)) Community Edition and our customers’ trust in the competence of the OTRS Group that opened up the possibility of generating sales with the fully-managed version of OTRS.

Today, our contracts provide annual and monthly recurring revenue to OTRS Group: This means that the total revenue of the OTRS Group is mainly generated by the professionally used OTRS Software Platform and related services. The efforts of the last few years to increase the number of continuously accrued sales by the OTRS Group have proven successful.

Internationality

With the founding of our branches we are following the global demand and international need for professional IT service management.

Wherever local partners cannot meet our requirements regarding service quality and customer orientation, we found our own branches, after comprehensive analysis, and offer our advice and services based upon German quality standards, in combination with intercultural competence and adapted to individual local circumstances on the spot.

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