Case Study: Salvagnini improves customer service and digital ticket handling with OTRS

Cutting-edge technology and reliable solutions for sheet metal working machines complemented by optimal customer service and support - backed by OTRS

Salvagnini Deutschland GmbH designs and builds machines and flexible systems for sheet metal working, supported by a worldwide service network. The company needed a more professional way to handle customer inquiries because requests were coming through an external call center without consistent recording, classification, or visibility, making it difficult to link customer and machine data and leaving customers unable to track the status of their cases.

OTRS implemented OTRS 8 with service management, customer service center, CMDB, and call center integration to connect the external call center to Salvagnini’s internal processes and customer portal. With OTRS, Salvagnini can now log, prioritize, and track tickets digitally, link them to customer and machine data, and manage the full process from inquiry to invoice in one workflow. The result was improved transparency, better documentation, faster response times, paperless processing, and doubled telephone support availability with the same costs, handling more than 250 tickets per month for 25 agents.

Salvagnini