CASE STUDY | ADAC NORDBAYERN E.V.
At ADAC Nordbayern e.V., OTOBO optimizes internal workflows – in IT and beyond
OTOBO, the service management platform, is being used across multiple departments at ADAC Nordbayern e.V.. In IT, it’s serving as a helpdesk; for managing security incidents and changes; and even for internal project management. Plus, it’s also being utilized for onboarding new employees and in facility management.
Why a new tool?
ADAC Nordbayern e.V. operates out of 13 locations with a staff of around 200 people. All their technical support requests ultimately land on the desk of IT Manager Tobias Schmitz and his team.
When Mr. Schmitz took the reins, he inherited a ticketing system that was already in place within IT, but it just wasn’t cutting it: ‘The tool was overly complex, unclear, and just plain clunky – nobody really knew how to use it right.’
It was clear they needed to find a better solution.
OTOBO scores with functionality and user-friendliness
Tobias Schmitz had already had stellar experiences with OTOBO in previous roles: ‘In my book, the tool was a slam dunk, even considering the wait time. I knew what OTOBO brought to the table and how it makes life easier for both customers and agents.’
From a management perspective, the advanced reporting capabilities and transparency were also major selling points. ‘For me, having a single pane of glass is essential: who’s working on which tickets, what’s the status, where might issues arise? In that regard, OTOBO is unmatched.’
Today, our IT team uses OTOBO to tackle a wide range of tasks, from helpdesk support to security incident management, change management, and internal project management. On top of that, we’re also leveraging it to simplify our onboarding process, and our facility management team relies on the platform for hassle-free communication with external tenants.
Smooth Rollout, Instant Productivity
The service management system was rolled out in a three-day workshop, tailored to ADAC Nordbayern e. V.’s specific needs. This was followed by training sessions for key users and admins, as well as the collaborative implementation of the onboarding process.
The verdict? Universally positive: The intuitive interface makes it a breeze to log and edit requests. The clear structure and transparency ensure rapid response times and more satisfied colleagues and customers. ‘With OTOBO, we now have a solution that’s a perfect fit – making everyday life easier for everyone.’
The support during the rollout also got high marks: ‘The consultant did an amazing job. Our collaboration was seamless, efficient, and always on the same page. Plus, it was actually enjoyable! You rarely find a service provider that’s as competent, reliable, and tailored to tackling tough topics,’ Mr. Schmitz raves.
Simplified IT Support with Fewer Follow-Ups
Since implementing OTOBO, our IT workflows have become significantly more streamlined: The agent portal is more transparent, services and categories help pre-sort tickets, and critical additional info is readily available right on the ticket. This saves us time and takes a load off our team.
One especially handy feature is that information like location, supervisor, and phone number are automatically pulled from Active Directory into the ticket. ‘When you define a service, you can categorize and prioritize accordingly.’
Beyond the helpdesk, we’re using OTOBO in IT to manage security incidents and resulting changes, as well as for data protection topics.
On top of that, it’s used for projects and internal communication. ‘No more dozens of emails about each process; instead, we have a project ticket that summarizes the entire conversation transparently and clearly for everyone.’
‘I’ve already recommended OTOBO multiple times – it’s that good!’
Tobias Schmitz, Head of ITADAC Nordbayern e.V.
Streamlining Our On- and Offboarding Process Once and For All
In addition to rolling out IT support, we also needed to revamp our on- and offboarding process. The process was already in place, but it just wasn’t working: ‘It was a total black hole.’
Now, we’ve collaboratively refined the existing workflow and implemented it in OTOBO. ‘We tailored OTOBO to fit our process, not the other way around,’ Tobias Schmitz stresses.
The new process is now running like clockwork – reliable and transparent. Everyone knows their role, and if issues arise, we can ask targeted follow-up questions instead of looping in all parties involved. The coordination between departments has been significantly simplified.
OTOBO Takes Facility Management to the Next Level: Streamlined Room Booking and Single Point of Contact for Tenants
Our facility management team is also reaping the benefits of the new tool. External tenants can now report issues directly to building administration through the service portal – whether it’s a burnt-out light or a broken elevator.
The entire communication process is transparent and centralized, keeping all parties in the loop – tenants, maintenance staff, and internal colleagues. This way, everyone stays up-to-date on the status of each issue. Supervisors can check in at any time, and external parties only receive the information that’s relevant to them.
‘With OTOBO, we’ve got a flexible game-changer that simplifies and improves our workflows across the entire organization.’
What’s on the Horizon?
What’s next for OTOBO and ADAC Nordbayern e.V.?
‘We’ve already got a roadmap for the future,’ Tobias Schmitz shares. ‘Our next moves are upgrading to OTOBO 11 and rolling out the Configuration Management Database (CMDB).’
‘We’ve already got a roadmap for the future,’ Tobias Schmitz shares. ‘Our next moves are upgrading to OTOBO 11 and rolling out the Configuration Management Database (CMDB).’
‘OTOBO’s rollout with Rother OSS was absolutely seamless.’
Tobias Schmitz, Head of ITADAC Nordbayern e.V.
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