Auto Mercado is one of the most relevant supermarket chains in Costa Rica, with more than 100 years in the retail industry. The brand used on-premise InvGate Service Management for the past 12 years through our partner True Solutions Consulting, specifically for the IT, Maintenance, and Customer Service areas.
However, it has recently applied two main changes that proved to be a turning point regarding its digital transformation. The service desk cloud migration and the addition of InvGate Asset Management allowed the company to handle all its internal processes on a single platform.
Keep reading to discover how Auto Mercado improved its retail operations with InvGate!
Read the full success storyDiscover how Auto Mercado managed to centralize its service operations
|
About Auto Mercado
Auto Mercado is a supermarket chain with over 40 stores (50 locations adding offices and warehouses) and more than 3,400 employees. It has been operating in Costa Rica for more than 100 years and is present in the most populated residential areas.
Boosting digital transformation to improve retail operations
The company has been using InvGate Service Management to manage its IT, Maintenance, and Customer Service operations since 2012. At that time, it opted for the service desk on-premise deployment in alignment with ITIL best practices.
This first stage helped Auto Mercado improve its agents’ efficiency and implement robust processes aligned with international standards.
But in the last couple of years, the business started a digital transformation process, and needed more flexibility and operational efficiency.
Auto Mercado made two main decisions to fulfill this need: migrating the service desk to the cloud and including IT Asset Management (ITAM) software.
InvGate Service Management cloud migration
The first step in improving retail operations was migrating infrastructure. In 2021, the company moved all its operations into the cloud.
The technical change also brought a shift in vision: InvGate Service Management was no longer just a help desk tool; it became a centralized platform that served all business areas.
The shift to an Enterprise Service Management perspective was crucial to expand the tool to more than 15 help desks and over 40 agents.
Combining ITSM and ITAM
The digital transformation process didn't end there. After migrating to the cloud, Auto Mercado added InvGate Asset Management as its ITAM solution.
The combination IT Service Management and ITAM provided the supermarket chain with a single pane of glass for its infrastructure, performance, and users. InvGate Asset Management gave it complete visibility of its assets' lifecycle, location, configuration, and security.
Key results of centralizing retail operations with InvGate
In a nutshell, with a shift in mindset that went from a siloed perspective to a Service Management approach, Auto Mercado was able to achieve:
- Enough flexibility to handle 15 help desks with over 40 agents that operate an average of 5,000 tickets a month and provide service to more than 3,400 employees.
- Full visibility of 5,000 tracked assets and their lifecycle – with the corresponding equipment ROI improvement.
- Improved coordination and communication among teams in 50 different locations.
- Increased automation in essential areas such as asset assignment, ticket creation, and Inventory Management.
- Better equipment traceability.
- Advanced control over software compliance and security.
If you'd like to follow Auto Mercado's steps, request a 30-day free trial of our solutions and see what they can do for your business.
