Com­pany Profile

More than 170,000 companies worldwide use OTRS to improve service delivery and increase customer satisfaction while reducing costs. These companies have realized that differentiation from the competition is the only way to survive in saturated markets.

The Software

The fully-managed helpdesk software OTRS offers solutions for Customer Service, IT Service Management and Corporate Security. Our scope of services includes the implementation of updates and upgrades as well as complete application management, such as administration, implementation of required patches, upgrades and, most importantly, security-critical updates.

 

OTRS is operated in ISO-certified data centers and is available in 38 languages.

The Group

The OTRS Group is the manufacturer and the world’s largest service provider for OTRS Help Desk and IT Service Management (ITSM) software. The OTRS 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 is listed on the Basic Board of the Frankfurt Stock Exchange.

A company is only as good as its employees, and only a satisfied employee will be willing to make the best possible contribution to our success. Therefore, OTRS Group pays special attention to recruiting. Our nearly 100 employees work in areas that exactly correspond to their competencies. This contributes to job satisfaction in an important way and guarantees highly-motivated teams.

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Number of Employees by Department
Marketing: 10
Sales: 10
Consulting: 10
Development: 19
Customer Solutions: 22
Human Resources: 3
Finance & Administration: 14
Management: 6
Managing Directors: 3

The Business Model

OTRS structures the internal and external communication of companies, making it efficient and audit-proof. This increases service quality in the long-term.

The business foundation of the company lies in the further development and continuous optimization of the OTRS professional solution which has been available since January 2015. Positive demand as well as the need for support during implementation and ongoing operation are the basis for revenue generation.

In addition to consulting and services, defined contract levels contain a large number of exclusive, customizable functionalities. They are characterized by low operation costs and minimal implementation effort.

As the owner of the source code, OTRS Group offers its software to worldwide users free-of-charge under the name ((OTRS)) Community Edition. Positive user experiences and confidence in the Group’s professional competence usually lead to the professional version of OTRS. Due to automatic contract renewals, we have established a solid recurring revenue stream.

OTRS Group’s total revenue is therefore generated primarily from the revenue generated by the professionally deployed OTRS software.

The scalability of OTRS Group’s business model generates high profitability through continuous revenue. This and the simultaneously low cancellation rate offer a high degree of planning security with regard to future revenue. The cornerstone of our customer relations is the comprehensive support provided to customers during their entire contract period as well as the confidence that they derive from the efficiency of the OTRS Group as a service partner and trusted advisor.

The main areas of application for the software are Customer Service, ITSM and Corporate Security. The service package includes evaluation, conceptual design and process consulting. After software implementation, customers have access to a professional helpdesk and a wide range of training courses.

For more than 15 years, OTRS has stood for customer care, innovation and a high degree of quality in technology and service.

In addition to German, OTRS Group is represented worldwide by six subsidiaries. With the founding of our subsidiaries, we meet global demand and an international need for professional IT service management. We offer consulting and services based on German quality standards in combination with intercultural competence and adapted to individual local conditions.

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