Case Study: DB Systel GmbH reduces help desk workload with tts performance suite

Greatly reducing the workload using performance support

DB Systel GmbH, the IT service provider for the Deutsche Bahn Group, supports more than 100,000 users across 600 applications. Faced with 700,000 help desk calls and 100,000 emails per year, plus extensive, hard-to-use documentation, the company needed a better way to relieve support staff and help users find answers faster. DB Systel turned to tts and its tts performance suite, including the Producer authoring tool and QuickAccess support module.

Together, DB Systel and tts redesigned support around performance support and self-service. Help desk teams now prepare users earlier for releases and new applications, while QuickAccess delivers context-sensitive answers in seconds after go-live. The result is a faster content creation process, a move from traditional help desk work toward knowledge management, and a goal of cutting help desk workload in half while improving user satisfaction.

DB Systel GmbH

Norbert Herold

Head of User Services