The way we work is currently subject to constant change. In order to make business-critical decisions, it is crucial to have a quick and clear insight into business data. With the browser-based solution ADVANCED ANALYTICS from OTRS Group, data relationships are identified, comparisons are made and dependencies are visible.
ADVANCED ANALYTICS provides the following functions in the form of clear analysis dashboards:
Analysis of peaks and exceptions: ADVANCED ANALYTICS provides decision-makers with insight into the data of OTRS business objects in order to assess the company’s performance. This provides all the fundamentals needed to make the next business decisions.
Comparing data with previous periods and identifying trends: This functionality allows analysts to focus on specific time periods and select from predefined options, for example, the last year or the last 30 minutes, etc., to analyze and understand peaks and exceptions.
Clear display of content with real-time search and filter criteria: Users can search for full text or filter by specific criteria to get the most relevant results.
Analyze communication content to improve efficiency: The OTRS analytics tool enables users to know how many rounds of communication are common and required before a case can be successfully completed. This can improve the efficiency of service departments.
Analysis of trends in customer inquiries: ADVANCED ANALYTICS also makes it possible to identify potential customer churn based on the number of problems encountered with products and services. Users can quickly see who is creating the most or most costly tickets – and act accordingly.
Improve knowledge effectiveness and quality: Users can create knowledge usage summaries to improve the effectiveness and quality of knowledge base content. ADVANCED ANALYTICS is also the right tool for knowledge management reports.
“Especially in times of crisis like now, management needs a quick reliable and clear basis on which to make business decisions,” says Christopher Kuhn, COO at OTRS AG. “Often, decisions have to happen quickly, and there is no time to go through the hassle of gathering data together. This is where ADVANCED ANALYTICS is ideally suited, as it can compile the relevant information in real time.”
ADVANCED ANALYTICS is managed and operated by the OTRS Customer Solution team. It can be made available for immediate use to any OTRS customer with an active GOLD, TITANIUM or PLATINUM contract.