Case Study: Olympus achieves streamlined IT request processing with OTRS

OTRS Process Management enables user-friendly request processing

Olympus Europe SE & Co. KG, a leading producer of optical and digital products, needed a better way to manage IT service requests across its Europe-wide operations. Using multiple legacy systems created problems with email-to-ticket assignment, limited request templates, and confusing entry forms for employees. OTRS Process Management was chosen to help centralize and simplify request handling.

With OTRS, Olympus replaced its legacy tools with a single, configurable ticketing system that combined process management, incident handling, access rights management, SLA management, and advanced escalations. The new setup made requests easier to submit, gave agents instant status visibility in the dashboard, and improved clarity and assignment of tickets. Olympus now handles about 2,000 tickets per month for 5,800 end users with 100 agents, and OTRS helped streamline communication and speed up workflows across the organization.

Olympus

Christina Wartisch

Total Quality Manager