Case Study: LogPay Financial Services GmbH achieves improved customer satisfaction with OTRS

LogPay Financial Services GmbH - Customer Case Study

LogPay Financial Services GmbH, a subsidiary of DVB Bank SE and a leading receivables management company, needed a better way to handle growing customer care volumes and more complex communication processes. To improve structured handling across email, phone, and web form requests, LogPay turned to OTRS and its ticket system to support internal and external customer service.

OTRS helped LogPay redesign and standardize its internal workflows, automate ticket creation, document communications, and improve integration with existing IT processes. With OTRS text templates, reporting, and role-based access, LogPay increased the capacity of completed inquiries, improved customer communication, and optimized internal processes for its team of five agents handling around 1,600 tickets per month.

LogPay Financial Services GmbH

Anne Grünkorn

Head of Mobility