How Disagro Streamlined IT Operations and Improved Service Efficiency With InvGate

Disagro, a leading agricultural supply company in Central America and Colombia, provides fertilizers, crop protection products, agricultural machinery, and animal nutrition solutions. With over 1,500 end users and 25 IT agents, managing IT services efficiently became a growing challenge.

The lack of asset visibility, inconsistent service processes, and inefficient communication between IT and other departments created operational roadblocks. To improve service delivery and unify its IT team, Disagro needed a structured IT Service Management (ITSM) and IT Asset Management (ITAM) solution.

After evaluating several options, Disagro selected InvGate Service Management and InvGate Assets. This decision led to faster request resolution, improved IT team collaboration, and enhanced communication across departments.

Keep reading to discover how Disagro optimized its IT processes with InvGate!

Read the full success story

Learn how Disagro improved IT service efficiency and communication across departments with InvGate.

Read the full success story Discover how Disagro managed to improve its workflow thanks to our tool.

About Disagro

Disagro is an international corporation of Guatemalan origin, specializing in agricultural inputs, fertilizers, and agro-industrial equipment. Operating across Central America and Colombia, the company provides innovative solutions to help farmers and agribusinesses improve productivity.

Optimizing IT service delivery with InvGate

Challenges before InvGate

Before adopting InvGate, Disagro’s IT team faced multiple challenges:

• Low asset visibility: IT lacked a clear inventory of hardware and software.
• Inefficient service processes: Uneven request handling slowed resolution times.
• Poor communication between IT and end users: The support team struggled to interact effectively with employees.

How InvGate helped

Disagro implemented InvGate Service Management and InvGate Assets, leading to:

• A unified ITSM and ITAM strategy: Service requests and IT assets were managed within a single platform.
• Better asset tracking: Full visibility of IT infrastructure improved control and decision-making.
• Faster request resolution: IT service processes became more structured, cutting response times.
• Improved collaboration: Clear workflows and SLAs helped IT agents work more efficiently.

As Donald Tatún, Corporate Information Systems Manager at Disagro, explains:
"Users have noticed an improvement in service, and resolution times have been cut in half."

Key results of InvGate implementation

By adopting InvGate Service Management and InvGate Assets, Disagro achieved:

• High user adoption: The platform’s intuitive design made onboarding seamless.
• Stronger IT team integration: Defined roles and processes improved efficiency.
• Enhanced communication: Service requests were better tracked and managed.
• Faster IT service delivery: Resolution times significantly decreased.

Transforming IT service management at Disagro

The adoption of InvGate Service Management transformed how Disagro handles IT requests:

• IT agents gained full visibility into asset status and service performance.
• Service request tracking improved, reducing delays and enhancing accountability.
• End users experienced a smoother service experience, with structured request handling.

Lessons learned and best practices

Disagro’s IT transformation provides key takeaways for organizations looking to improve IT service management:

• Clear policies and procedures are essential: A well-structured implementation ensures smoother adoption.
• SLAs help maintain accountability: Defining service expectations leads to better IT performance.
• Agent and coordinator training is crucial: Proper training ensures teams maximize the tool’s potential.

Next steps

Following its success, Disagro plans to:

• Expand InvGate’s implementation across more departments to improve operational efficiency.
• Further automate ITSM workflows to enhance request handling and service delivery.
• Leverage additional reporting and analytics features for deeper insights into IT performance.

Request a free trial today

Transform your IT Service Management like Disagro. Request a 30-day free trial of InvGate Service Management and see how it can improve efficiency, align with ITIL standards, and enhance service delivery.