5 min read
Grupo Cepas, a leading Argentine beverage company, recognized the need to modernize its IT processes to better support its employees. Previously, the organization relied on manual workflows, such as paper forms and email-based communication, which often created bottlenecks and delayed operations.
The company’s existing ticketing system was limited to handling IT-specific requests, leaving end-user needs unaddressed. To overcome these challenges, Grupo Cepas sought a Service Management tool that would balance robust backend functionality with an intuitive front end for high user adoption.
With InvGate Service Management, Grupo Cepas streamlined processes, automated workflows, and improved user satisfaction. The solution’s ease of use enabled the company to replace outdated methods with a modern system that serves multiple departments.
Read on to discover how Grupo Cepas transformed its workflows with InvGate!
Read the full success story
Discover how Grupo Cepas automated its processes and enhanced employee satisfaction with InvGate.
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About Grupo Cepas
Grupo Cepas is a prominent Argentine company specializing in the production and distribution of beverages. With a workforce of over 1,000 employees and a strong presence in the region, the company is committed to innovation and operational excellence.
Transforming operations through automation and user-centered design
Challenges before InvGate
Grupo Cepas faced significant inefficiencies in its IT and operational processes:
- A ticketing system that served only IT requirements, leaving end-user needs unmet.
- Manual workflows, including paper forms, that caused bottlenecks and delays.
- No standardized prioritization system for processing requests.
The organization needed a solution that was highly customizable, easy to use for employees, and capable of automating processes across multiple departments.
How InvGate helped
In 2021, Grupo Cepas implemented InvGate Service Management in SaaS mode, completing the configuration and launch in less than a month. Key features of the solution included:
- Single Sign-On (SSO): Simplified user access to the system, fostering rapid adoption.
- Custom Branding: The tool was rebranded as “CAS” (Centro de Atención de Servicio), creating a user-friendly identity aligned with the company’s culture.
- Knowledge Management: Employees were empowered to resolve common issues independently through a knowledge base, reducing reliance on IT support.
- Workflow Automation: Processes such as request approvals, ticket prioritization, and SLA tracking were automated, significantly improving efficiency.
Expanding the tool across departments
The success of InvGate Service Management in the IT department led to its adoption by other areas, including:
- Human Resources: Automated workflows streamlined the employee onboarding process, replacing manual paper-based approvals with SLA-managed steps.
- Accounting Administration: Processes like registering fixed assets and opening capital projects were digitized, improving accuracy and efficiency.
- Commercial Area: Forms were introduced for reporting claims, managing client agreements, and streamlining approvals.
This cross-departmental implementation highlighted the tool’s flexibility and ability to adapt to diverse needs.
Key results of InvGate implementation
By adopting InvGate Service Management, Grupo Cepas achieved:
- High user adoption: Simplified interfaces and SSO ensured employees quickly embraced the tool.
- Improved efficiency: Automated workflows replaced manual processes, reducing bottlenecks and delays.
- Enhanced self-service capabilities: A knowledge base empowered employees to resolve common issues without IT assistance.
- Standardized processes: A priority system ensured requests were handled efficiently and fairly.
- Cross-departmental adoption: Other areas like HR, Accounting, and Sales integrated the tool into their workflows.
- Faster resolution times: SLA tracking and automated assignments improved ticket handling and response rates.
Request a free trial today
Follow in Grupo Cepas’s footsteps and modernize your operations with InvGate Service Management. Request a 30-day free trial to explore how our solutions can streamline workflows, improve user satisfaction, and drive efficiency.
