OTRS open ticket request system integrated in Sugar
22
Integrated Customer Service Management SugarCRM and OTRS
description
Presentation by it-novum from Germany on SugarCRM Partner Summit 2012
Transcript of OTRS open ticket request system integrated in Sugar
IntegratedCustomer Service Management
SugarCRM and OTRS
What you will learn in this session:
• How to meet business needs with best source solutions.
• How to connect OTRS and Sugar to gain the full benefits of seamless cross system integration.
• How to keep your customers happy and provide your sales force with complete customer information.
Agenda:
• it-novum
• integrated processes
• details– accounts and contacts– contracts– tickets
• live
• conclusion
• questions
IT-NOVUM: Your Partner for Open Business Solutions
>65 employees
ø 20% annual growth
>60% external customers, medium and large enterprises
branches in the D-A-CH* region
datacenter of KAP-AG
synergies & inovation according to concern affiliation
Projekt Management
and Consulting
Rollout and Training Integration and
InterfacesSupport andSubscription
Hosting and Managed Services
Design and Architecture
„Best-Source“
Covering the complete value chain
it-novum SolutionsD
ata
in
tegra
tion
and -
transf
er
Frontend & PortaleOffice-Solutions, Browser, mobile devices
InfrastructureOS, Hardware, Data Base, Backup, …
CRM ECM ERP ITSM Customer spec..
Workflow & Prozess Engine
Dashboards, Key Figures, Reporting and Analysis
Open Minded Business Solutions – the Magic Triangle with IT-NOVUM
ITIL, ROI, €,SLAetc.
BUSINESS
TECHNOLOGY
Best Source as basis for business process
optimization to close the gap
between technology and business
SAP
Microsoft
etc.
Alfresco, Palo, OTRS,
Pentaho, liferay,
nagios, sugaretc.
integrationcooperation
Integrated processes
Gain benefits by using integrated processes:– seamless business processes
– broad information
– save time
– avoid faults
– increase in efficiency
– improve in quality
– save costs
• Use the best source approach with it-novum.
Accounts, contacts and contracts
Contract details and SLAs
Contract details and SLAs
Contract details and SLAs
Customers (OTRS)
Customers (OTRS)
Tickets I
Tickets I
Tickets II
Tickets II
Tickets III
Tickets III
Conclusions
SugarCRM and OTRS– Seamless process integration
– Manage customer and contract data in Sugar
– Automated transfer of data into OTRS
– Manage your tickets in OTRS
– Create new contacts in OTRS
– Tickets are displayed in Sugar
Benefits – Relevant information about customers in Sugar and in OTRS
– Manage your data just once
– Avoid faults and save time
– Increase efficiency
– Improve quality
Sugar – OTRS
Q&A
Thank you very much!Infos, WhitePapers, Webinars etc.
www.it-novum.com
Contacts:
• Uwe Eilers• +49-661/103-986• [email protected]
it-novum GmbH
[email protected]:+49-661/103-333
Edelzeller Strasse 4436043 Fulda
