Case Study: Bru Textiles improves customer service with OTRS

Bru Textiles creates beautiful interiors OTRS enables great customer experiences

Bru Textiles, part of the Bru Group, needed a flexible service desk solution for its growing support volume in Asia. Their existing HQ system in Belgium was too rigid for local needs and required costly consulting for even small changes, so they looked for a more adaptable ITIL-based platform. OTRS was chosen as the vendor, with the ITSM Module and an on-premise installation to support their service desk requirements.

OTRS enabled Bru Textiles to better prioritize and manage incidents across about 100 local offices and 400 regional customers, improving customer service and workload balancing. With OTRS, teams could standardize workflows, operate more independently, and extend use beyond IT to departments like Purchasing, Engineering, and factory maintenance. The result was more consistent service, faster handling of requests, and happier customers.

Bru Textiles

Malcolm Berger

Digital Innovation Director