CASE STUDY | ENTERPRISE SERVICE MANAGEMENT
CISS TDI GmbH increases order processing efficiency by 50 % with OTOBO
- Use case: Geodata procurement – from order placement to semi-automated delivery and invoicing
- Users: 45 employees
- Service agents: 4
- Implementation: 2021
With the OTOBO service management platform, CISS TDI GmbH has transformed its order processing into a structured, semi-automated, and transparent system. The result: satisfied customers – and more time and clarity for the team.
Before: Order Processes at Their Limit
CISS TDI GmbH (www.ciss.de) supplies geodata to companies and public sector clients – for example, to support broadband expansion or to plan wind and solar parks. The company sources data from a variety of providers, processes it, and makes it available through its own platforms.
Around 2020, the fiber rollout triggered a surge in demand. The geodata team needed a solution to manage incoming requests collaboratively and streamline operations.
“We wanted a tool that would clearly structure our process – one that shows every employee where things stand and what needs to happen next, without constant follow-ups. And we wanted to make it as easy as possible for our customers,” explains Robert Müller, Team Lead for Geodata Procurement.
CTO Florian Schliemann had prior experience with the tool and suggested using OTOBO as a central ordering platform.
Following a brief evaluation, the decision was clear – and hasn’t been questioned since.
“OTOBO meets our requirements perfectly and runs without a hitch. We’re very happy with the system and glad we chose it,” says Müller.
After: Tailored Automation
Today, customers with recurring needs place their geodata orders directly via the OTOBO ordering portal (“Geoticket”).
Some orders from the CISS webshop (shop.ciss.de) are also processed in OTOBO.
Several sub-processes now run fully automatically in the background via API integration.
The OTOBO ordering workflow was designed in workshops in close collaboration with a consultant.
“We were able to define our requirements and tailor OTOBO precisely to our needs,”
says Daniel Höck, OTOBO administrator at CISS TDI.
Intuitive Ordering, Minimal Follow-Up
The initiative’s goal was to noticeably reduce the manual effort involved in order processing through automation with OTOBO.
That goal has been fully achieved: registered customers can now place orders easily and track their status via the OTOBO portal.
The interface is seen as intuitive and well-structured, with consistently positive feedback.
“Orders are now processed transparently and in a structured way – a huge relief,” says Höck.
A dynamically generated form captures all key information – such as federal state, product type, and coordinate system – as well as any additional data based on the specific request.
This ensures all necessary details are captured upfront, eliminating the need for time-consuming follow-ups. At the same time, the information is available for automated downstream processing.
50% Time Savings Through Smart Workflows
OTOBO connects processes, ensures clarity, provides control, and increases efficiency.
Incoming emails with a ticket number in the subject line are automatically assigned to the correct case – making it easier to handle customer replies and associate incoming data from authorities with the right process.
All relevant order details are stored and traceable within each ticket.
“Customers and agents can track progress in the portal at any time – no more phone calls needed,” says Höck.
“Since introducing OTOBO, we’ve saved 50% of our time. The workload has dropped dramatically.”
Müller also highlights the impact of automatic confirmation emails:
“Customers get an immediate, friendly confirmation – this alone significantly reduces our workload. Phone inquiries have dropped – a major benefit we hadn’t even anticipated.”
“Even when customers know it’s an automated message, it gives them the sense that someone’s taking care of things. We all know how reassuring that can be,” Müller adds.
Internally, the improved transparency is especially valuable during staff absences: “Even without lengthy handovers, everyone knows what needs to be done. You go on holiday, and things just keep running.”
Onboarding new team members is also easier, thanks to FAQ articles.
Seamless Integration – Automated Data Processing via API
OTOBO’s semi-automated order handling is enhanced through integration with third-party systems via the OTOBO API.
“We extended OTOBO via API with a tool that automates many background tasks – like automatically determining the number of ordered polygons and calculating the area size,” explains Müller.
Incoming geodata is unpacked, analyzed, and converted into the required formats for regional surveying authorities – all without manual intervention.
Key information such as area size and the number of polygons is stored with the ticket and can be automatically extracted and sent to accounting once a month.
Customer-specific directories for the ordered data are also automatically created in the file system, based on the ticket number.
This automation not only reduces manual steps but also speeds up data delivery significantly.
Visual Support – The OTOBO Kanban Board
As order volumes grew, the team began looking for a better visual overview of active tickets – and landed on the idea of a Kanban board.
At first, ticket data had to be manually copied into an external tool – a time-consuming and error-prone task. It quickly became clear that a more efficient solution was needed.
The team approached OTOBO – and discovered that other customers had also requested a Kanban board.
“We immediately knew we wanted to be part of its development,” Müller recalls.
Today, the flexibly configurable Kanban board offers clear visualization: Columns represent the different stages of order processing – order intake, data procurement and preparation, delivery, invoicing. Tickets move through the columns as cards, following the process. Colors help highlight responsibilities and priorities at a glance.
“The implementation is fantastic! With so many orders, the board gives us crucial visual support,” says Höck.
New Needs, New Solutions – OTOBO Grows Alongside Us
The team at CISS TDI GmbH has already achieved a great deal with OTOBO. Inspired and motivated, they continue to move forward. An expanded product portfolio brings new requirements – and OTOBO grows with them.
A workshop is already planned to implement new order processes and set up additional Kanban views.
“Sure, we could do it ourselves – but with the support of the OTOBO team, it’s much faster. And it frees up our time for other priorities,” Müller says with a smile.
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