Case Study: RNP achieves streamlined communication and unified service management with OTRS

The Flexibility of OTRS enables handling of a variety of requests from different areas in one tool

RNP, the Brazilian National Research and Educational Network, needed to unify support and change requests across 80 service areas that were each using different solutions. This lack of integration made it difficult to manage information, standardize processes, and maintain clear communication across its nationwide network.

RNP implemented OTRS to centralize internal and external customer service, IT service management, and corporate security in one flexible system. With OTRS, RNP improved workflow visibility, standardized ticket handling, and streamlined incident, problem, and change management for 6,120 tickets per month, enabling faster, more fluid service and better quality control through customer satisfaction surveys.

RNP

Claudio de Souza Cornelio

Service Desk Coordinator