TroGroup partners with InvGate Service Management to simplify IT operations, boost adoption, and drive measurable service improvements.

TroGroup — an Austrian global manufacturer with over 1,800 employees and operations across 40 sites — recently transformed its IT service operations by replacing a complex legacy platform with InvGate Service Management. 

Struggling with rising costs, limited visibility into service performance, and a growing backlog of unresolved issues, TroGroup sought a solution that would streamline workflows and make support more responsive and user-centric.

The challenge: When complexity blocks progress

Before partnering with InvGate, TroGroup relied on ServiceNow for IT support management. The platform is robust and was initially well-positioned to support the organization’s growth. 

However, even small workflow changes depended on deep technical knowledge and custom development. Routine updates took longer than expected, updates and improvements were slow, and licensing costs became difficult to justify.

Requests spread across inboxes, critical incidents became harder to track and automate, and resolution times suffered. The support team carried most of the load, while the organization’s ability to scale service delivery suffered.

A strategic shift with InvGate Service Management

TroGroup embarked on a strategic transformation by implementing InvGate Service Management with three key objectives in mind: simplicity, scalability, and cross-departmental usability.

Here’s what changed:

• User-friendly self-service portal: TroGroup launched a centralized service catalog that enabled employees to easily request support and access services without confusion — driving higher adoption and reducing reliance on email.
• Smarter SLA tracking: Built-in SLA monitoring features enabled TroGroup to track performance across its global footprint with no additional coding or custom modules.
• No-code workflow builder: IT teams can design and tweak service workflows directly in the platform interface. They no longer need technical specialists to make changes, so updates go live faster.
• Cross-department adoption: Following the success in IT, other business units began using InvGate to structure their own internal services, improving consistency and collaboration across teams.

“We were afraid of switching to a portal, but InvGate gained high acceptance right from the beginning. People started using it instead of email, and our service desk team became happier working with it. These two effects together are what I call game-changing.” — Oliver Haag, Head of IT Infrastructure, TroGroup

Tangible results that show real progress

The switch to InvGate Service Management produced significant operational improvements in a short time:

• 100% self-service portal adoption. Employees rely entirely on the centralized platform, instead of sending requests through fragmented email threads.
• 90% reduction in the backlog of critical incidents. The IT team can resolve issues faster and focus energy on strategic initiatives rather than firefighting.

Alongside these headline results, TroGroup now enjoys better visibility into workflows and performance metrics, giving the team a strong foundation for continuous improvement without costly configurations or technical overhead.

Looking ahead: Smarter automation and global coverage

Building on this success, TroGroup plans to expand automation and support its global IT operations with a “follow the sun” model — ensuring seamless handoffs of incidents across time zones for 24/7 coverage.

The company is also preparing to adopt InvGate Asset Management to unify documentation, hardware, and software inventories, giving IT teams a complete record of assets and service data in one place. At the same time, TroGroup is exploring AI-powered capabilities — such as Microsoft Teams notifications and AI-generated article summaries — to make support even faster and more intuitive.