Case Study: VIOSYS AG achieves transparent, efficient customer service with OTRS

Customized software solutions with the highest quality standards and full commitment to the customer – supported by the competence of OTRS

VIOSYS AG, a Leipzig-based software developer, needed a more modern and centralized way to manage customer service. Its outdated ticket system caused duplicate work, required heavy internal maintenance, and made communication with customers and external service providers difficult to structure and track. To improve service quality and support decentralized teams, VIOSYS turned to OTRS service management software.

With OTRS, VIOSYS implemented a browser-based, fully documented helpdesk solution with features such as ticket search templates, ticket processing and assignment, CI-based ticket updates, and a customer service center. OTRS helped streamline workflows, increase transparency, and improve response times and service quality, especially in home office scenarios. The company also benefited from OTRS’s professional support and managed updates, reducing the burden on its IT team.

VIOSYS AG

Michael Voigt

Chairman of the Board