Case Study: Excelitas achieves faster, more transparent global IT support with OTRS

After its re-establishment, Excelitas implemented OTRS at an international level as a high-performance ticketing tool

Excelitas Technologies, a global technology leader serving OEM customers across optoelectronics, medical lighting, diagnostics, industrial safety, and aerospace, needed a more stable and efficient way to support worldwide IT shared services. Its legacy ticketing system was slow and inefficient, making centralized support difficult across international locations and creating the need for a faster, more adaptable, multilingual solution. Excelitas evaluated options including ServiceNow and OTRS before choosing OTRS cloud ticketing.

OTRS implemented a reliable cloud ITSM solution for Excelitas, including ticketing, process management, TicketWorkflows, scalability, and TicketMaskExtensions. The platform improved transparency, supported multilingual use across subsidiaries, and enabled faster responses for 2,500 end users with 1,500 tickets per month handled by just 3 agents. As a result, Excelitas reduced employee working time, improved teamwork, and made shared services more efficient by assigning local or global responsibilities more effectively.

Excelitas

Stefan Goerke

IT Infrastructure Manager