CASE STUDY | Customer Service Management
More clarity, less workarounds and digital independence: Schullogin uses OTOBO
- Implementation: Early 2024
- Users: 2 teams, 17 agents
- Ticket volume: Approx. 150 support requests per month
- Areas of use: Handling support requests related to Schullogin and the services of the Saxon Education Server
OTOBO brings structure to the support processes at Schullogin, the state portal for digital services in Saxon schools – powered by lean open-source technology, reliable service, and a solution that grows flexibly with requirements.
Structure for growing support demands
Schullogin, the central access point for digital education services for schools in Saxony, is a service of the Saxon Education Server (SBS), provided by the Saxon State Ministry for Education and Cultural Affairs (SMK) together with the State Office for Schools and Education (LaSuB). The Centre for Teacher Education, School and Vocational Education Research (ZLSB) at TU Dresden is responsible for operating Schullogin as well as its technical development.
As the use of Schullogin continued to grow, so did the communication effort. An increasing number of emails, follow-up questions, and phone calls had to be handled, while a central overview of open issues and their processing status was missing – making efficient support increasingly difficult.
The team therefore looked for a central, data-sovereign system that will scale with growing demands and can be individually adapted. Independence, data protection, and the ability to flexibly map new requirements were particularly important to the Schullogin team at ZLSB.
“We needed a system that would not only reduce our workload, but also bring clarity and structure.”
Open-source, independent, complying with university standards
“We needed a system that would not only reduce our workload, but also bring clarity and structure,” says Fritz Hoffmann, Research Associate at ZLSB.
As an open-source solution, OTOBO can be deployed on-premises, delivering the digital sovereignty the team was looking for.
Beyond technical considerations – such as an extensive feature set, flexible configuration options, and the ability to develop additional features when needed – it was the underlying philosophy that truly resonated: community instead of rigid licensing models, transparency instead of opacity, and the confidence that invested resources are being used wisely.
“OTOBO combines the best of both worlds: open-source software and dedicated support from the maintainer. And the support, in particular, is exceptional – technically first-rate and simply a pleasure to work with: warm, approachable, and always on equal footing.”
“OTOBO combines the best of both worlds: open-source software and dedicated support from the maintainer.”
A smooth start with strong support
The OTOBO implementation ran smoothly. During the onboarding workshop with Rother OSS, the system was tailored to the requirements of Schullogin and the Saxon Education Server in a very short time.
Different queues ensure clear responsibilities, while agents work with individually assigned permissions. Services were configured exactly to match day-to-day support needs. Custom response templates and suitable plug-ins were also integrated right from the start.
In parallel with the implementation, internal know-how was built up from the very beginning through hands-on workshops. Today, new team members can be onboarded independently with minimal effort.
“The support is exceptional – technically first-rate and simply a pleasure to work with: warm, approachable, and always on equal footing.”
Day-to-day support with OTOBO: faster processes, clearer workflows
Since the introduction of OTOBO, support operations have become far more structured – providing significant relief for the team.
The range of requests is broad, spanning inquiries about Schullogin itself, the use of individual services, technical integrations, and training requests. These come from teachers, parents, students, the Ministry of Education, and the State Office for Schools and Education alike.
Thanks to clearly separated queues and the structured mapping of different subject areas, responsibilities are now transparent at all times.
Requests can be easily reassigned internally instead of asking users to resend emails to a different address. Processes run more smoothly, constant follow-up questions and former workarounds are a thing of the past. Handovers happen with a single click, and phone calls are centrally recorded and processed in a structured way.
The possibility to link an split tickets simplifies the handling of complex cases. Response templates and automated notifications ensure consistent communication – all of which saves valuable time.
The improved collaboration is noticeable across the entire project:
“OTOBO is a game changer for cross-team collaboration – bringing clearer coordination and far smoother workflows,” says Hoffmann.
“OTOBO is a game changer for cross-team collaboration – clearer coordination, smoother workflows.”
Ready for today. Flexible for tomorrow.
Today, OTOBO runs exactly the way the team needs it to: lean, stable, and reliable. New requirements can be integrated at any time with ease, without creating external dependencies.
“With OTOBO, we don’t just have a powerful system – we also have a model that truly feels right: open, fair, and well supported.
We benefit from the freedom of open source instead of a black box, while still having a strong partner at our side. Whenever we need support, someone is there. Our feedback is taken seriously – and OTOBO continues to evolve with us,” says Hoffmann.
“Whenever we need support, someone is there. Our feedback is taken seriously – and OTOBO continues to evolve with us.”
Looking to bring more structure to your support operations, too?
No problem – with us by your side, everything runs smoothly.
We take care of every step and ensure your transition is secure, straightforward, and stress-free.
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