Allshores is a global insurance and financial services group based in Bermuda, with more than 600 employees. The organization was formed through the amalgamation of BF&M and Argus, bringing together teams, systems, and operations across multiple regions.
After the merger, IT faced a clear objective: consolidate two separate Service Management environments into one consistent platform. The new structure required shared processes, clearer visibility, and faster execution across offices.
To support that shift, Allshores adopted InvGate Service Management.
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Consolidating two platforms
Before the merger, Argus and BF&M worked on different ITSM platforms: ServiceNow and Ivanti. Both environments depended heavily on vendor involvement for configuration changes and improvements. Even minor adjustments could take weeks or months.
Of course, after a merger, that lack of flexibility created more strain on IT. The team needed direct control over workflows and faster implementation cycles, without waiting on external support.
With InvGate Service Management’s no-code workflow builder, the team built and adjusted processes internally. They configured approvals, notifications, and stages that were ready to go live in just a few months.
Driving self-service adoption across the business
Unifying platforms was only part of the effort. Allshores also wanted more employees to use a centralized portal to submit requests instead of sending emails.
The IT team launched a self-service portal with InvGate, and thanks to its clear design and simpler navigation, usage climbed quickly, reaching 42% of users submitting requests through the portal.
The result was centralized request tracking and fewer scattered communications.
Establishing a governed Change Management process
Before InvGate, change approvals happened through emails, informal conversations, and local tickets. Each office followed its own method, often without shared visibility.
Allshores replaced that approach by using InvGate to design and launch a standardized Change Management process. Every change now moves through defined workflows with automated approvals and alerts. Plus, a shared change calendar shows upcoming deployments across regions, and gives teams a single source of truth.
Now, the team has a structure that lets them move quickly on low-risk changes while applying stronger controls to higher-risk ones. Every step remains visible, traceable, and documented.
Real-time reporting for operational oversight
Leadership needed a consolidated view of performance after the merger. Integration with Microsoft Power BI provided real-time insight into workloads, SLAs, and service metrics across internal and external teams.
Custom dashboards in InvGate track KPIs, change status, post-implementation reviews, and incident trends. That visibility supports day-to-day management and long-term planning without manual report building.
SLA performance also stabilized. Teams consistently meet response and resolution targets, supported by clearer processes and shared visibility.
What’s next
With a unified Service Management foundation in place, Allshores plans to configure onboarding and offboarding workflows in InvGate. The team is also expanding automation and AI capabilities through InvGate’s Virtual Service Agent to strengthen self-service and reduce repetitive tasks.
For Allshores, the impact goes beyond process improvement: After merging systems, teams, and processes, it now operates on a single platform that supports growth and cross-regional collaboration.
Allshores unified two IT environments, standardized processes, and improved visibility globally. You can achieve the same clarity and control with InvGate Service Management. Start your 30-day free trial today.
