Case Study: Cogetech improves ITSM transparency and incident handling with OTRS

OTRS enables call center to successfully cope with the growing complexity of the online and retail business

Cogetech S.p.A., a leading Italian gaming company, needed an ITIL-compliant ITSM system to support all suppliers with a single solution and keep up with strict SLAs across its regulated online, retail, and betting operations. Before adopting OTRS, the company struggled with limited visibility into issues, duplicated work, and difficult integrations with its legacy ticketing system.

OTRS implemented a centralized help desk using OTRS Tickets, along with features such as Ticket Work, Dynamic Field Database, Advanced Escalations, and MultiService Select. The solution connected multiple internal and partner systems, improved transparency, incident escalation, and reporting, and enabled full traceability across workflows. With around 15,000 tickets per month handled by 150 agents, OTRS helped Cogetech streamline operations and better coordinate call center and field support teams.

Cogetech

Chris Bates

Information Systems & Infrastructure Manager