I apologize in advanced if this
is the wrong forum to ask of this, but it is very important.
I am in charge of
technology at joann.com, the largest arts and crafts ecommerce site out
there. This includes a call center that houses many
agents.
We are currently using a
product called Facetime for our customer care emails. Needless to say,
this product is too simple for us and not customizable.
I have been monitoring the OTRS
web site and mailing lists, and I can clearly see that this product can work
great for us. I've even showed it to our customer care manager, and she is
loving the added functionality.
In trying to sell the product
to management, it's very easy to say that the product is open source (FREE, but
with cost for support) and that it will run on a server that I recently
bought (an Apple Xserve). But, the standard question of "Is this
something that is actually used at a big company out there?" comes
up.
Direct responses to me would be
appreciated on:
Amount of agents using the
system at your location
Number of tickets that you have
in the system and have you seen any problems with a large amount of tickets in
the system
Any problems that you've
noticed with the system
What maintenance do you perform
on the system and what is the amount of time spent of making sure that
everything is working
I clearly see that the
developers are monitoring the mailing list as they are always willing to
help. I've actually made it a point that if I were to setup OTRS for our
own use, that we would definitely get support through otrs.de as it's always a
good idea to support those who make your life a little
easier.
I thank all of you in advanced
for any responses and could create a short summary of the responses that I could
post to the mailing list.
Juan Gonzalez
Manager, Information
Technology
Ideaforest
2361 Rosecrans Ave. Suite 360
El Segundo, CA
90245
juan@ideaforest.com