- Difficulties in managing requests and incidents at DSI and GESMAP.
- Need for a centralized and automated solution.
- Previous platform was inadequate and ineffective.
- Increased volume of orders required a better response.
- Old tool made control and management difficult.
How EMEL optimized support and incident management with Freshservice PRO
Sector
Mobility and Parking
Location
Portugal
Challenges
Solution
- Freshservice Pro
About EMEL
EMEL, the entity responsible for managing urban mobility in Lisbon, aims to improve citizens’ quality of life through efficient management of public space and mobility in the city. The company participates in leading international projects and has invested in modernizing its services.
Challenges
EMEL faced challenges in the internal management of support requests and incidents, especially in the operations of DSI (Information Systems Department) and GESMAP (the area responsible for maintenance and infrastructure). The need for a centralized and automated solution became evident to ensure more efficient responses to employee requests and to improve the management of operations and services in these departments.
Until then, EMEL was using a platform that did not meet its needs. With a continuous increase in operations, a system was needed that could provide an effective response to the volume of incidents and requests it received. The previous tool made it difficult to track and manage requests.
The Solution
Priceless Consulting implemented Freshservice PRO, a platform that allows integrated management of support requests, service requests, incidents, operational changes and ITSM processes.
Tool Selection Criteria
EMEL chose Freshservice PRO based on the following criteria:
- Process Unification: A single platform to manage incidents and service requests.
- Flexibility: Customization of the service catalog to respond to the specific needs of each area.
- Automation: Creation of automated workflows to optimize ticket assignment and management.
- Detailed Reports: Customizable dashboards for monitoring and analyzing performance.
The fact that this solution is omnichannel allows DSI to receive, in a single tool, requests from its users coming from different channels, such as the platform, email or app, while GESMAP receives its requests via the platform.
Implementation process
During the implementation, data was migrated from the old platform to Freshservice PRO. It was also necessary to create a customized service catalog to meet the specific needs of the various teams.
In the case of DSI, its greatest needs were related to requests, inventory management, knowledge base, among others. Inventory management allowed for a more detailed record of all equipment, while the knowledge base provides users with a step-by-step guide to resolve certain situations more autonomously.
Categories were also created to organize and classify the different types of requests or incidents, SLAs were established and detailed reports were developed to ensure efficient and organized management of workflows and other ITSM processes.
The planning process followed a structured and collaborative approach with EMEL and Priclesss Consulting to ensure an effective transition to the new solution.
Results and benefits
Freshservice PRO brought several features that stood out and generated significant benefits for EMEL:
Customized Service Catalog: With a clear and efficient catalog, internal communication improved, reducing errors and promoting a more organized workflow.
Workflow Automation: This automation has reduced the response and resolution time for incidents and requests, resulting in a more dynamic and productive work environment.
Centralization of Incidents and Requests: Allows the management of all processes on a single platform, increasing visibility and control.
Custom Reports and Dashboards: It enables detailed analysis of operations, leading to more strategic and informed decision-making.
Conclusion
The implementation of the Freshservice PRO optimized support and incident management at EMEL. With a centralized, flexible and automated solution, the company overcame the limitations of the previous system, significantly improving operational efficiency and internal service quality.
The customization of the service catalog, the automation of processes and the provision of detailed reports have allowed for greater organization, agility and support, reinforcing EMEL's commitment to modernization and excellence in urban mobility management.
Testimonials
Helpdesk Coordinator, Information Systems Department – Pedro Gouveia
“Freshservice PRO has revolutionized the way we manage support requests. Automating processes and centralizing requests has allowed us to respond faster and more effectively.”
Director, Information Systems Department – José Rosa
“Implementing Freshservice PRO was an essential step towards modernizing our operation. We now have a robust, flexible and efficient platform that allows us to manage our resources more strategically and optimally.”
Revolutionize the Management of Your Services with Priceless Consulting and Freshservice!
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