Success Story. OTRS Business Solution guarantees high availability of reliable customer service worldwide for SES Techcom Services.

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1 OTRS Business Solution guarantees high availability of reliable customer service worldwide for SES Techcom Services.

2 At a glance Company SES Techcom Services Tickets/month 80 Staff members using OTRS/Agents 10 End-users 1,500 Why OTRS? OTRS was our selected solution to implement ITIL-oriented workflows. The performance of our operations and configuration management has benefitted significantly. Customer requirements Flexibility, integration and administration possibilities ITSM features for ITIL compatible workflows 100% system reliability Useful OTRS Features CI Customer Interface Customer Event Ticket Calendar Admin Customer ID Service Attachment Delete Impact of OTRS Business Solution Improved service desk Key Performance Indicators Increased efficiency in the collaboration with customers Positive effects on customer satisfaction

3 OTRS supports SES Techcom Services system for end-to-end connectivity based on satellite communications SES is the world-leading satellite operator and the first to deliver a differentiated and scalable GEO-MEO offering worldwide, with more than 50 satellites in Geostationary Earth Orbit (GEO) and 12 in Medium Earth Orbit (MEO). SES focuses on value-added, end-to-end solutions in two key business units: SES Video and SES Networks. SES Techcom Services, as a part of the SES Networks business unit, is specialized in designing and deploying tailored ground stations and services. ITIL-oriented ITSM processes implemented in the Operation Support Tool with the help of OTRS Problem: Helpdesk software has to integrate all support levels to ensure quick reaction times and flawless problem solution In order to guarantee excellent and precise services, the SES Techcom Services team manages the Unified Customer Interface (UCI), which is used as operation and customer support system. In 2013, the company was looking for a helpdesk solution in order to improve and optimize SES Techcom Services UCI. This solution was expected to enable customers to easily visualize and manage their records (incidents, problems, maintenance operations, changes and configuration). High availability, flexible integration possibilities and 100% reliability of the support software were of particular importance to the teams providing connectivity services. Georges Amirza, Service Manager of SES Techcom Services, explains: Our 24/7 operations teams and expert engineering helpdesk offer support to our customers, wherever they may be, covering end-to-end services based on satellite communications. All support levels have to be fully integrated into a single process flow, ensuring fast reaction and proper resolution. Georges Amirza and the operations team have focused on improving customer services with the help of a service desk system. Our main goal for the deployment of a new support software has been to find the appropriate solution to deliver helpdesk services to our customers which could match their high expectations.

4 Solution: Scalable solution for high customer expectations In order to run its growing end-to-end service and operations, and to smoothly integrate them into SES core operations, a free-of-charge OTRS instance was initially deployed and used for internal purposes at SES Techcom Services in It was perfectly responding to our needs and smoothly bridging the detected gaps, so we extended the partnership in 2015, signing an OTRS Business Solution contract, states Georges Amirza. The main operational functions, that have to be covered by the system, include the operation calendar and a ticketing solution to track operational processes, such as Incident, Problem, Requests and Change Management. Also, the Configuration Management, as well as a shared knowledge system and a reporting system for inventory, performance and SLA-fulfilment are now being realized with the help of OTRS. The system surprised with its scalability and flexible operating fields, as explains Mr. Amirza: Today, we have several service contracts managed using OTRS as operation support tool. Together, the tool, the field operator team and the processes, offer an Operation Support System fulfilling our UCI concept. Each customer, business partner and operator receives a dedicated access to UCI portal to visualize and manage their assets and track their service cases. Why OTRS? The software is capable to manage challenging operation scenarios with multiple stakeholders For SES Techcom Services, the most important expectations for a supporting helpdesk tool were improving customer services with regards to reaction time, and implementing flawless workflows for incident and problem resolution. Therefore, several technical requirements had to be fulfilled. To evaluate the functionalities, and to verify if the solution was suitable for the many different operating scenarios, the company started a comprehensive test with the OTRS Free version in OTRS offered great number of configurations, as well as special features that could be tailored to SES Techcom Services s operating scenario, as Georges Amirza underlines, when talking about the benefits: The main drivers for choosing OTRS were the integrated ticketing and configuration management solutions, the possibility to have multi-users, the ease of configuration and administration and the flexibility of the system. After a first implementation and free-trial of OTRS, the choice became quickly clear.

5 OTRS is one of SES Techcom Services trusted tools for managing services with challenging operation models. Interfaces to other operation support systems, including SES systems, are an important success factor! Georges Amirza, Service Manager, SES Techcom Services Furthermore, the solution had to be able to cope with different entitlement groups and was required to be flexibly adaptable to fundamentally different types of application areas. Mr. Amirza explains the additional, business specific settings of SES Techcom Services and the effects on the requirements: The choice in favor of OTRS has been the result of our research to fulfill internal and customer requirements. An important aspect was the need, that the system has to run highly challenging operation scenarios. For example, we have to cope with governmental as well as humanitarian missions with mobile nomadic terminals or also fixed ground stations. That means we need a suitable software, capable to support our business in all kind of scenarios. But OTRS also had to meet another challenge: Being compatible with models, in which multiple stakeholders are involved. The different scenarios covered by SES Techcom Services include staff from various technologies, different areas, such as field operators, service engineers, partners and subcontractors as well as end users. Furthermore, operation center teams and local and remote desk teams depend on a reliable solution like the UCI based on OTRS. SES Techcom Services is very content with their chosen helpdesk solution: We already could identify various improvements in the performance measurement of our operations and configuration management. Our service desk KPIs showed quickly positive effects and collaboration efficiency increased, too, states- Georges Amirza satisfied. Based on their positive experiences with OTRS, the company plans to further use the software in managing future services: We are organizing and expanding our service catalogue with services managed in the UCI supported by OTRS through integrating additional service contracts and SLA s into the tool, whenever necessary and useful. Operating scenarios might evolve rapidly; and OTRS AG continued collaboration would certainly be an asset for our growing business.