- Native integration in OTRS 8 by long-term OTRS Group partner Sngular
- Centralize management of all channels and conversations directly in OTRS for smooth customer experience
- WhatsApp among the three most popular channels for customer service in Germany
Cupertino, CA, March, 13 2022 – Together with its long-term partner, the Spanish technology consulting company Sngular, OTRS Group is launching “WhatsApp Channel” for its enterprise service management suite OTRS. Starting today, users of the OTRS 8 managed solution can obtain the integration from Sngular. Thanks to the native integration of WhatsApp Business in OTRS, companies can now also connect the channel most frequently used by German customers for support inquiries and manage it centrally and in a structured way from a single platform.
Better customer experience thanks to faster response
The native integration ensures that agents can use and manage WhatsApp Business functions centrally from their OTRS instance and thus always maintain an overview, even when switching between different communication channels. They are notified live about incoming requests and can respond via messaging in real time. In addition to messages, photos, videos, voice messages, documents and contacts can also be sent. Moreover, it is possible to set up automatic responses to further reduce response times. This enables businesses to improve the customer experience while easing the burden on their support staff, who in many places are suffering from staff shortages, as the latest “OTRS Spotlight: Customer Service” study shows. According to the survey, a quarter of customer service executives in Germany (26 percent) see staff shortages as their biggest problem in terms of customer experience.
OTRS and WhatsApp: Simple configuration for quick setup
In order to use WhatsApp for OTRS, customers need a WhatsApp Business account and at least one associated phone number in addition to the current OTRS 8 managed version. As an official sales partner of OTRS Group, Sngular supports customers in setting up the necessary requirements and assists them throughout the entire configuration and implementation process. In this way, companies can quickly and easily provide their customers with WhatsApp as an additional communication channel.
“WhatsApp has become an integral part of people’s everyday lives in many parts of the world. It is therefore indispensable for companies to give them the opportunity to reach them for their concerns via it as well,” explains Christopher Kuhn, COO of OTRS AG and General Manager of OTRS Inc. “With the WhatsApp integration for OTRS, we give them the necessary tools to operate even more successfully and in the interest of their customers. With Sngular, we have a competent partner at our side, from whose expertise all our customers can now benefit.”
“We know the WhatsApp Business API, the OTRS solutions and businesses’ needs with regard to a multi-channel communication solution inside out. Therefore, implementing the WhatsApp integration for OTRS was the next logical step in our long-standing partnership with OTRS Group,” reports Manuel Pérez Segado, Director of Sngular Solutions Team. “We’re excited to now help even more companies take their customer and employee experience to the next level with OTRS and WhatsApp.”
About OTRS Group
OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS, awarded with the SERVIEW CERTIFIED TOOL seal of approval. It offers companies industry-independent solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solutions STORM and CONTROL ensure efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.
Among its customers are Lufthansa, Airbus, Porsche, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota and TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), 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.
Sngular is an international technology consultancy that works as an ecosystem to provide a host of technology services and solutions to many of the world’s leading companies in industries as diverse as energy, financial services, health care, retail, telecommunications, and manufacturing.
With more than 1,200 employees in 18 offices across 8 countries (Spain, U.S., Mexico, Chile, Portugal, Uruguay, UAE, and Singapore), Sngular has teams of specialists in a wide range of capabilities, including design, custom software engineering, cloud, IoT, AI, VR, MarTech and Blockchain, among others. In addition to these teams, Sngular has business units specializing in hiring and developing technical talent (Manfred by Sngular) and learning (TeamLabs by Sngular). Beyond that, Sngular also has a startup accelerator (Sngular Ventures) and a content production company (Sngular Media).
More information at www.sngular.com.