Case Study: Klinikum Oldenburg streamlines IT requests and reduces workload with OTRS

Klinikum Oldenburg - Customer Case Study

Klinikum Oldenburg gGmbH, a medical center at Universität Oldenburg, needed a better way to handle a high volume of IT requests that were arriving uncoordinated by phone and email. The hospital’s IT team struggled with duplicate reports, limited transparency, and too much manual follow-up, making it difficult to track status and coordinate responses efficiently. They turned to OTRS to introduce a more structured ticketing approach.

With OTRS, Klinikum Oldenburg implemented standardized workflows using features such as obligatory ticket fields, TicketForms, TicketWatchlist, and TicketWorkflows, along with mobile access and automated status notifications. The solution was set up and launched in just 14 days, and it significantly reduced duplicate inquiries, improved transparency, and saved the IT team time. According to the customer, OTRS made work easier for both IT staff and employees, while also improving resource planning and overall process efficiency.

Klinikum Oldenburg

Ralf Boldt

IT Director