Case Study: EMAPTA boosts workflow compliance and service transparency with OTRS

EMAPTA - Customer Case Study

EMAPTA, an offshore staffing services provider in the Philippines, needed a more flexible service management platform to support its growing IT operations and maintain client trust. After testing five ticketing systems over three years, the company struggled to enforce structured workflows, manage SLAs, and prepare for ISO/IEC 20000 certification. It turned to OTRS for flexible help desk ticketing, SLA management, reporting, API integration, Active Directory integration, a knowledge base, and customer surveys.

OTRS was implemented as the IT ticketing and reporting solution, with plans to expand into CMDB and deeper system integrations, including EMAPTA’s time and accounting platform. The vendor’s flexibility helped EMAPTA raise workflow compliance to 95%, improve agent skill and thoroughness, and create a foundation for scaling service delivery as the business grows.

EMAPTA

Henry Vassall Jones

CTO