OTRS AG, together with its subsidiaries, provides OTRS service management software.
Business Segments
The company’s business is organized into several key segments, each contributing to its overall value proposition and market presence. The primary segments include Customer Solutions, Solution Management, and Consulting Services.
The Customer Solutions segment, previously known as Global Managed Services, is responsible for delivering tailored solutions that address the specific needs of clie...
OTRS AG, together with its subsidiaries, provides OTRS service management software.
Business Segments
The company’s business is organized into several key segments, each contributing to its overall value proposition and market presence. The primary segments include Customer Solutions, Solution Management, and Consulting Services.
The Customer Solutions segment, previously known as Global Managed Services, is responsible for delivering tailored solutions that address the specific needs of clients in managing customer interactions and support processes. This segment leverages the company’s expertise in configuring and deploying its software platform to optimize customer service operations, enhance user experience, and drive operational efficiency.
The Solution Management segment, formerly referred to as Global Software Development, focuses on the continuous development and enhancement of the company’s core software offerings. This segment is at the forefront of integrating new technologies, such as containerization and artificial intelligence, to ensure that the company’s platform remains at the cutting edge of industry standards.
The Consulting Services segment provides expert guidance and support to customers throughout the implementation and optimization of the company’s solutions.
Business Strategy
The company’s business strategy is centered on providing organizations with the freedom to succeed by delivering highly flexible, reliable, and transparent solutions that minimize operational effort and maximize value creation.
The company’s approach to business strategy emphasizes adaptability, with solutions that are tailored to the unique needs of each customer rather than requiring customers to conform to a rigid product framework. The company positions its platform as the DNA of organizations, supporting the natural evolution of business processes and enabling continuous improvement.
The company’s strategy includes a strong focus on research and development, with ongoing investments in the integration of emerging technologies such as artificial intelligence. The company views the development of AI-driven capabilities, particularly in customer support, as a strategic priority that will enhance efficiency, accuracy, and the ability to handle complex scenarios.
Products and Services
The company offers a comprehensive suite of products and services under the Solution as a Service model. The company’s core product is a highly configurable software platform designed to bring structure to dynamic business environments. The platform is adaptable to the specific needs of each customer, supporting a wide range of use cases in Customer Service, IT Service Management (ITSM), Enterprise Service Management (ESM), and Corporate Security.
The company also provides consulting services and training to ensure that customers can fully leverage the capabilities of the platform and achieve their desired outcomes. The company’s services include expert guidance and support throughout the implementation and optimization of its solutions, as well as ongoing advisory services to help customers adapt to changing business needs and market conditions.
Customers
The company serves a diverse and significant customer base, with no dependency on a small number of clients. The company’s customer structure is heterogeneous, encompassing a wide range of industries and organizational sizes.
Sales and Marketing
The company’s marketing and sales activities are managed by a dedicated segment responsible for promoting the OTRS brand, generating demand, and acquiring new customers across international markets. The company employs a variety of marketing and sales strategies to increase visibility, attract clients, and expand market share.
History
OTRS AG was founded in 2000.