Case Study: EfCom achieves 100% customer satisfaction with OTRS

EfCom - Customer Case Study

efcom gmbh, a provider of premium factoring software, needed a more flexible, stable, and professionally supported ticketing system to handle 600–700 tickets per month for 40 agents. Its outdated ((OTRS)) Community Edition was costly to host and maintain, lacked updates, and made it harder to deliver consistent, audit-proof customer service.

efcom upgraded to OTRS 7 from OTRS Group, using features such as knowledge base, dynamic search, ticket templates, prioritization, and two-factor authentication. With OTRS, efcom improved support and consulting services, achieved faster request processing, shorter response times, and increased professionalism, while also preparing for further workflow optimization and a leaner structure.

EfCom

Florian Hinse

Graduate in Business Administration and Assistant to the Management