OTRS • Case Study
Supporting Long-Term Product Development Through a Dedicated Nearshore Engineering Team
OTRS is a Germany-based software company specialising in service management solutions.
Its platform supports organisations in managing service operations, customer support and internal workflows, serving clients across multiple industries.
01
The Challenge
As a software product company operating in a highly competitive market, OTRS required additional engineering capacity to support the ongoing evolution of its service management platform.
The organisation needed access to experienced software engineering professionals who could quickly integrate into existing teams and contribute to long-term product development initiatives.
KEY PRIORITIES INCLUDE:
- Expanding software development capability
- Accessing specialised technical expertise
- Supporting long-term product development initiatives
- Maintaining delivery continuity and product quality
- Building a stable and scalable engineering capability
02
The Solution
Nearshore Portugal supported OTRS with a dedicated nearshore engineering team, providing specialised expertise in software development technologies including Perl, Linux and Vue.js.
Engineers were selected to match the client’s technical requirements and worked as an extension of the existing development organisation, following established processes, tools and delivery practices.
Over time, the team became fully integrated into OTRS’s development environment, contributing to ongoing product development and supporting key technical initiatives.
PARTNERSHIP EVOLUTION
1. BUILDING THE TEAM
The partnership started with the creation of a dedicated engineering team designed to support OTRS’s long-term product development objectives. The focus was not simply on adding development capacity, but on building a stable team with the technical expertise required to contribute effectively within the existing technology environment.
Engineers were selected based on the skills needed to support the platform and were onboarded to work alongside internal teams, following established development processes and delivery practices.
2. BECOMING PART OF THE ORGANIZATION
As the collaboration progressed, the dedicated team became increasingly integrated into OTRS’s day-to-day operations. Working closely with internal stakeholders, the engineers developed a strong understanding of the product, the technology stack and the organisation’s development priorities.
This level of integration enabled the team to contribute not only as external specialists but as a consistent extension of the wider engineering organisation.
3. SUPPORTING LONG-TERM PRODUCT DEVELOPMENT
Over time, the partnership evolved into a long-term collaboration built around continuity, technical expertise and shared delivery objectives.
By maintaining a dedicated team structure, OTRS benefited from retained knowledge, reduced onboarding effort and ongoing access to specialised engineering capabilities. This approach helped ensure continuity across development initiatives while providing the flexibility required to support changing business and product requirements.
03
Key Success Factors
The longevity of the partnership has been supported by several factors:
- Long-term team stability, enabling continuity and knowledge retention over time.
- Specialised technical expertise across Perl, Linux and Vue.js.
- Close integration with internal development teams, ensuring effective collaboration and alignment.
- A shared focus on quality and delivery, supporting long-term product development objectives.
Partnership Overview
Client
OTRS
Support Areas
Software Development
Delivery Model
Dedicated Team
Focus Areas
Long-term product development support
Partnership Started
2018
Team Integration
Embedded within the client's development organisation
Kathrin Triebel
Director of Human Relations
CLIENT TESTIMONIAL
“The cooperation between Nearshore Portugal and OTRS has always been exceptional. Nearshore has consistently provided top-notch resources for software development and IT service, demonstrating a high level of expertise and professionalism.
Working with Nearshore Portugal has been a truly positive experience, as their team has shown dedication, efficiency and a deep understanding of our needs. We are grateful for the partnership and look forward to continued collaboration.“
Looking to Scale Your Engineering Capacity?
Whether you need to expand an existing product team, access specialised technical expertise or establish a long-term nearshore engineering capability, Nearshore Portugal helps organisations build dedicated teams that integrate seamlessly into existing operations.
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