{"id":345884,"date":"2023-05-30T14:49:21","date_gmt":"2023-05-30T14:49:21","guid":{"rendered":"https:\/\/prewebs.pandorafms.com\/itsm\/emt\/"},"modified":"2025-01-22T10:10:55","modified_gmt":"2025-01-22T10:10:55","slug":"emt","status":"publish","type":"page","link":"https:\/\/pandorafms.com\/en\/itsm\/emt\/","title":{"rendered":"ITSM EMT – Customer Stories"},"content":{"rendered":"

[et_pb_section fb_built=”1″ make_equal=”on” padding_top_1=”0px” padding_top_2=”0px” padding_bottom_1=”0px” padding_bottom_2=”0px” padding_top_bottom_link_1=”true” padding_top_bottom_link_2=”true” padding_left_right_link_1=”false” _builder_version=”4.21.0″ _module_preset=”default” background_enable_color=”off” use_background_color_gradient=”on” background_color_gradient_stops=”#eaeaea 0%|#ffffff 100%” background_color_gradient_start=”#eaeaea” background_color_gradient_end=”#ffffff” background_image=”https:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/Fondo-precios-3.png” background_position=”top_center” module_alignment=”center” custom_margin=”0px||0px||false|false” custom_padding=”70px||70px||true|false” bottom_divider_height=”60px” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”3_5,2_5″ use_custom_gutter=”on” gutter_width=”2″ make_equal=”on” _builder_version=”4.21.0″ _module_preset=”default” module_alignment=”center” custom_margin=”0px||0px||true|false” custom_margin_last_edited=”off|desktop” custom_padding=”0px||0px||true|false” custom_css_main_element=”align-items:center;” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||true|false” custom_padding=”0px||0px||true|false” global_colors_info=”{}”]<\/p>\n

EMT<\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” text_font_size=”1.2em” text_letter_spacing=”-0.02em” custom_margin=”0px||40px||false|false” custom_padding=”0px||0px||true|false” global_colors_info=”{}”]<\/p>\n

Customer Stories<\/spam><\/strong><\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” text_font_size=”1.2em” text_letter_spacing=”-0.02em” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||true|false” global_colors_info=”{}”]<\/p>\n

\u201cWe needed a tool that had to be both sustainable and flexible enough to accommodate our ever-changing requirements.\u201d<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

CAU Team EMT Madrid.<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.21.0″ _module_preset=”default” background_color=”#ffffff” custom_padding=”10%||10%||true|false” border_radii=”on|1000px|1000px|1000px|1000px” global_colors_info=”{}”][et_pb_image src=”https:\/\/pandorafms.com\/wp-content\/uploads\/2021\/11\/ticketing-system-emt.png” alt=”ticketing system emt” title_text=”ticketing-system-emt” align=”center” _builder_version=”4.21.0″ _module_preset=”default” background_enable_color=”off” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”ticketing helpdesk” module_id=”TicketingHelpdesk” _builder_version=”4.16″ background_enable_color=”off” background_enable_image=”off” background_size=”contain” background_position=”bottom_center” custom_margin=”0px||0px||false|false” custom_padding=”70px||70px||false|false” custom_css_main_element=”padding: 20px;” border_color_bottom=”#eaeaea” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Text” _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width_tablet=”87%” max_width_phone=”100%” max_width_last_edited=”on|tablet” module_alignment=”center” custom_margin=”0px||40px||false|false” custom_padding=”0px||0px||false|false” use_border_color=”off” border_color=”#ffffff” border_style=”solid” locked=”off” global_colors_info=”{}”]<\/p>\n

Background and starter point: The Challenge<\/span><\/h2>\n

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The challenge was to replace a helpdesk tool which was expensive and difficult to manage,<\/strong> for a tool which was developed specifically for our purposes. We were forced to replace it because the previous tool was not working properly, and wouldn\u2019t allow us to obtain reports and queries.<\/p>\n

Had we not replaced the helpdesk tool we were using, we would have had to assume the risk of total collapse, being unable to control and manage all our instances.<\/strong><\/p>\n

We saw the need to replace it progressively: first, developing the new tool, adapting it to our need, and after that, kicking it off with a single type of instance.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”off|desktop” admin_label=”ticketing helpdesk” module_id=”TicketingHelpdesk” _builder_version=”4.21.0″ background_color=”#f8f8f8″ background_image=”https:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/ITSM_fondo-casos.png” background_position=”top_center” custom_margin=”20px||0px||false|false” custom_padding=”50px||70px||false|false” custom_padding_tablet=”50px|0|50px|0″ custom_css_main_element=”padding: 20px;” border_color_bottom=”#eaeaea” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||40px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Text” _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width_tablet=”87%” max_width_phone=”100%” max_width_last_edited=”on|tablet” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”||||false|false” use_border_color=”off” border_color=”#ffffff” border_style=”solid” locked=”off” global_colors_info=”{}”]<\/p>\n

Response to the problem: The solution<\/span><\/h2>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/pandorafms.com\/wp-content\/uploads\/2021\/11\/EMT_Equipo01-1.jpg” title_text=”EMT_Equipo01″ _builder_version=”4.16″ _module_preset=”default” width=”70%” module_alignment=”right” border_radii=”on|10px|10px|10px|10px” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

We needed a tool that had to be both sustainable and flexible enough to accommodate our ever-changing requirements.<\/p>\n

We decided to choose the solution that your Company proposed because Pandora ITSM is really flexible, adapting perfectly to EMT\u2019s immediate needs and providing a framework to address unforeseen operational problems.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”off|desktop” admin_label=”ticketing helpdesk” module_id=”TicketingHelpdesk” _builder_version=”4.21.0″ background_enable_color=”off” background_enable_image=”off” background_size=”contain” background_position=”bottom_center” custom_margin=”0px||0px||false|false” custom_padding=”70px||70px||true|false” custom_padding_tablet=”50px|0|50px|0″ custom_css_main_element=”padding: 20px;” border_color_bottom=”#eaeaea” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Text” _builder_version=”4.22.0″ text_font_size=”16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width_tablet=”87%” max_width_phone=”100%” max_width_last_edited=”on|tablet” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”||||false|false” hover_enabled=”0″ use_border_color=”off” border_color=”#ffffff” border_style=”solid” locked=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

Results <\/span>of Pandora ITSM implementation<\/h2>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

With this new solution, we are able to manage, query and report data easily. All of our staff has proven to be interested in this replacement, collaborating and participating in it. All of them rely on Pandora ITSM and feel comfortable working with it.<\/p>\n

Pandora ITSM\u2019s interface is comfortable. In the general instance view, the information is grouped to purposefully help searching. In the instance summary everything is organized, data can be viewed or elements can be added without needing to enter the instance. Once we\u2019ve edited the instance, it easily allows including the necessary information.<\/p>\n

Tools in inventory, customer and people functions have the same level of comfort and intuition.<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/pandorafms.com\/wp-content\/uploads\/2021\/11\/EMT_Equipo02-1.jpg” title_text=”EMT_Equipo02″ _builder_version=”4.16″ _module_preset=”default” module_alignment=”left” module_alignment_last_edited=”off|desktop” border_radii=”on|10px|10px|10px|10px” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” background_enable_color=”off” custom_margin=”20px||20px||true|false” custom_padding=”20px||20px||true|false” border_radii=”on|10px|10px|10px|10px” border_width_all=”1px” border_color_all=”#00c284″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” max_width=”90%” module_alignment=”center” custom_padding=”30px|50px|30px|50px|true|true” global_colors_info=”{}”]<\/p>\n

\u201cWe would have had to assume the risk of total collapse, being unable to control and manage all our instances.\u201d<\/p>\n

CAU Team \/ EMT Madrid.[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”ticketing helpdesk” module_id=”TicketingHelpdesk” _builder_version=”4.21.0″ background_color=”#f8f8f8″ background_image=”https:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/ITSM_fondo-casos.png” background_size=”contain” background_position=”top_center” custom_margin=”0px||0px||false|false” custom_padding=”70px||70px||false|false” custom_css_main_element=”padding: 20px;” border_color_bottom=”#eaeaea” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/pandorafms.com\/wp-content\/uploads\/2021\/11\/ticketing-system-emt.png” title_text=”ticketing-system-emt” align=”center” _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width_tablet=”87%” max_width_phone=”100%” max_width_last_edited=”on|tablet” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”||||false|false” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

About EMT (Municipal Transport Company) Madrid<\/span><\/p>\n

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The Municipal Transport Company of Madrid (EMT of Madrid) is a corporation which is integrated into Madrid\u2019s Regional Transport Consortium, and has authority in Madrid\u2019s public transport planning and is owned by the City of Madrid.<\/p>\n

The EMT has five lines of business:<\/strong><\/p>\n

EMT Bus:<\/strong> provides collective surface urban public transport by bus in the city of Madrid.<\/p>\n

EMT movility:<\/strong> provides vehicle removal from public highways, according to provisions featured in the Mobility Ordinance of the City of Madrid, which allow for a removal service and city custody of abandoned vehicles.<\/p>\n

EMT Parking:<\/strong> integrated management of municipal public car parks (rotations, residential and mixed parking spaces).<\/p>\n

Consulting and internationalization:<\/strong> consulting, engineering and operation for transportation networks worldwide.<\/p>\n

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Pandora ITSM is a software for SMEs: It integrates all tasks related to customer management, project management and service desk in one tool<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” text_orientation=”center” global_colors_info=”{}”]<\/p>\n

It includes useful features for all kind of companies and issues.<\/p>\n

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EMTCustomer Stories\u201cWe needed a tool that had to be both sustainable and flexible enough to accommodate our ever-changing requirements.\u201dCAU Team EMT Madrid.Background and starter point: The ChallengeThe challenge was to replace a helpdesk tool which was expensive and difficult to manage, for a tool which was developed specifically for our purposes. We were forced to […]<\/p>\n","protected":false},"author":33,"featured_media":347398,"parent":344606,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_joinchat":[],"footnotes":""},"class_list":["post-345884","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/pages\/345884","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/comments?post=345884"}],"version-history":[{"count":3,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/pages\/345884\/revisions"}],"predecessor-version":[{"id":360875,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/pages\/345884\/revisions\/360875"}],"up":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/pages\/344606"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/media\/347398"}],"wp:attachment":[{"href":"https:\/\/pandorafms.com\/en\/wp-json\/wp\/v2\/media?parent=345884"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}