OTRS open ticket request system integrated in Sugar

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Presentation by it-novum from Germany on SugarCRM Partner Summit 2012

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OTRS open ticket request system integrated in Sugar

  1. 1. IntegratedCustomer Service Management SugarCRM and OTRS
  2. 2. 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.
  3. 3. Agenda:• it-novum• integrated processes• details – accounts and contacts – contracts – tickets• live• conclusion• questions
  4. 4. IT-NOVUM: Your Partner forOpen Business Solutions >65 employees Covering the complete ø 20% annual growth value chain >60% external customers, medium and large enterprises Design and Architecture Projekt Management branches in the D-A-CH* region and Consulting datacenter of KAP-AG synergies & inovation „Best-Source“ Rollout according to concern affiliation and Training Integration and Interfaces Support and Subscription Hosting and Managed Services
  5. 5. it-novum Solutions Frontend & Portale Office-Solutions, Browser, mobile devices Dashboards, Key Figures, Reporting and AnalysisData integration and -transfer Customer CRM ECM ERP ITSM spec.. Workflow & Prozess Engine Infrastructure OS, Hardware, Data Base, Backup, …
  6. 6. Open Minded Business Solutions –the Magic Triangle with IT-NOVUM ITIL, ROI, €,SLA etc. Best Source as basis for business process BUSINESS optimization TECHNOLOGY to close the gap between technology and business integration cooperation
  7. 7. Integrated processesGain 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.
  8. 8. Accounts, contacts and contracts
  9. 9. Contract details and SLAs
  10. 10. Contract details and SLAs
  11. 11. Contract details and SLAs
  12. 12. Customers (OTRS)
  13. 13. Customers (OTRS)
  14. 14. Tickets I
  15. 15. Tickets I
  16. 16. Tickets II
  17. 17. Tickets II
  18. 18. Tickets III
  19. 19. Tickets III
  20. 20. 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
  21. 21. Sugar – OTRS Q&A
  22. 22. Thank you very much! Infos, WhitePapers, Webinars etc. www.it-novum.comContacts: it-novum GmbH• Uwe Eilers info@it-novum.com• +49-661/103-986 Fon:+49-661/103-333• uwe.eilers@it-novum.com Edelzeller Strasse 44 36043 Fulda

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