Case Study: SES achieves high-availability customer service with OTRS

OTRS supports SES Techcom Services’ system for end-to-end connectivity based on satellite communications

SES Techcom Services, part of SES Networks, needed a highly reliable help desk solution to support its Unified Customer Interface for end-to-end satellite communications services. The company wanted to improve incident, problem, change, and configuration management while ensuring 24/7 availability, flexible integration, and 100% reliability for its customers and operations teams. OTRS was evaluated to meet these demanding requirements, including multi-user access and interfaces to other support systems.

OTRS implemented a scalable service desk and operation support system for SES Techcom Services, using features such as ticketing, customer interface access, event calendars, and configuration-related services. The solution helped unify support workflows, improve collaboration with customers, and strengthen service desk efficiency. As a result, SES reported positive effects on customer satisfaction and a more reliable, integrated support process across its 40,000 end users.

SES

Georges Amirza

Service Manager