Case Study: Professional Flight Management achieves faster customer service with OTRS

Professional Flight Management - Customer Case Study

Professional Flight Management (PFM), the largest general aviation company in the southwest, needed a faster, more modern way to handle 3,000 tickets per month across 13 agents. Using OTRS, the team wanted mobile access, email-to-system functionality, and the ability to retain a year of email correspondence, while freeing internal IT and programming staff from maintaining an aging on-premise setup.

OTRS implemented a managed service migration from the on-premise ((OTRS)) Community Edition to OTRS 7, handling a large data transfer and ensuring uninterrupted email intake and customer communication. With OTRS, PFM gained faster service, increased customer confidence, and a more balanced workload through shared inboxes, ticket locking, two-factor authentication, improved search, and mobile access, with no downtime during the transition.

Professional Flight Management

Alexandra John

Director of Customer Relations