OTRS AG publishes annual report for 2019: Continued dynamic growth in cloud business / Another successful financial year achieved / EBIT doubled

Cupertino, June 30, 2020 – OTRS AG publishes its annual report 2019 and the forecast for the current financial year today.
  • Solid sales growth (plus 10.4%) to EUR 9,178 thousand (previous year: EUR 8,314 thousand)
  • EBITDA rises significantly to EUR 1,611 thousand (previous year: EUR 970 thousand) – first time the EUR 1 million mark is exceeded; EBIT almost doubles to EUR 1,115 thousand
  • Outlook 2020: predictions made difficult by corona pandemic


Oberursel, June 30, 2020: OTRS AG (ISIN DE000A0S9R37) publishes its annual report 2019 and the forecast for the current financial year today.

OTRS AG, the manufacturer and worldwide largest service provider for the service management suite OTRS, continues to shape the trend towards more digitalization in companies. Thus, revenues increased by 10.4% to EUR 9,178 thousand  compared to EUR 8,314 thousand  in the previous year.

This success is primarily based on the consistent adaptation of OTRS to the needs of users. There is a high demand for flexible solutions that meet the individual needs of each user.

With the release of OTRS 8 – in March 2020 – the software company now offers a new and customizable agent interface as well as direct interfaces to Facebook, Twitter and LinkedIn.

The focus on the flexible managed solution (cloud) with comprehensive services led to a further increase in recurring revenues in fiscal year 2019. In the 2019 financial year, OTRS AG recorded growth of more than 13.3% from EUR 6,914 thousand in the previous year to EUR 7,833 thousand. Measured against total revenues, recurring revenues now account for 85.3% (previous year: 83.1%). This increase provides OTRS AG with considerable planning security and the opportunity to achieve increased earnings with less resource input.

Earnings before interest, taxes, depreciation and amortization (EBITDA) increased significantly (plus 66%) in the 2019 financial year to EUR 1,611 thousand, compared to EUR 970 thousand in 2018. This development means that the EUR 1 million mark was exceeded for the first time. OTRS AG achieved an operating cash flow of EUR 785 thousand, compared to EUR 1,005 thousand in the previous year.

In the year under review, the company also succeeded in almost doubling earnings before interest and taxes (EBIT) to EUR 1,115 thousand compared to the previous year (EUR 579 thousand). The number of active contracts rose by 26 from 769 to 795. The share of the managed solution has increased from 38% to 45% of the total contract volume in 2019.

“We are delighted with the strong business performance in 2019, which has once again shown us that OTRS AG is on the right track with its focus on managed software,” says André Mindermann, CEO of OTRS AG. “The impact of the Corona pandemic is causing uncertainty and challenges for us, as for all companies. However, we believe that we can offer the right solution even during the crisis because OTRS facilitates communication and structuring of processes, which can be very helpful in the home office. In addition, we work independently on the development of our software and are not dependent on trading partners from abroad.”

Outlook 2020

Against the background of the Corona pandemic, which will have a significant impact on the growth of the global economy in 2020, it will in all probability not be possible to maintain the forecast of continued growth. It is not possible to make serious assumptions about the situation with existing customers and the development of new customer business. However, OTRS AG also sees great potential for its software in a crisis such as Corona, as the trend towards the home office will strengthen. In digital communication, a solution like OTRS helps users by facilitating multi-layered communication and structuring processes.

In order to better assess the effects of Corona, the management has developed three scenarios to illustrate the possible development. By checking the reference values specified for the different scenarios, necessary adjustments can be made at short notice to avert damage or absorb possible losses.

Detailed information can be found in the Annual Report at https://corporate.otrs.com/investor-relations/financial-publications/. The Annual Report will be available in English on August 26, 2020.


OTRS Group is the manufacturer and the world’s largest provider of the service management suite OTRS, awarded with the SERVIEW CERTIFIED TOOL seal of approval. It offers flexible solutions for process and communication management to companies of all sizes, saving them time and money. Among its customers are Lufthansa, Airbus, IBM, Porsche, Siemens, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota, Hapag Lloyd and Banco do Brazil (Bank of Brazil). OTRS is available in 40 languages. The company consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange. For more information, see www.otrs.com.


Investor Relations Contact
CROSSALLIANCE communication GmbH
Susan Hoffmeister

Bahnhofstr. 98
D-82166 Gräfelfing/München
Tel.: +49 (0) 89 125 09 03-30
E-Mail: sh@crossalliance.de

Internet: www.crossalliance.de

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Laura Bug
Phone +49 6172 681988-32
Email pr@otrs.com

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