Grupo Gigante is a Mexican conglomerate with operations in retail and real estate, encompassing brands such as Casaideas, Gsquare, SET, and GGI. Behind all of them operates a single IT division that supports around 2,500 employees across multiple locations.
In 2024, the organization implemented InvGate Service Management to centralize support, automate critical processes, and restore the operational visibility the team needed.
The result was a measurable transformation: from 11 audit observations to zero, in three months of implementation.
Distributed support, lack of visibility and adoption
In 2022, an internal audit identified 11 observations for the organization's technology processes. There were tickets that had been open for years, change and inventory processes with no formal structure, and satisfaction surveys with a response rate below 5%.
The clearest symptom was user behavior: they had stopped using the formal support channel and were routing requests by phone, email, or in person. The service desk existed, but operated without traceability.
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The search for a solution that could move fast
When evaluating options, Grupo Gigante had one clear constraint: time. Market alternatives promised implementations of a year or more, with high consulting costs. That wasn't viable.
InvGate was chosen for its ease of use, cloud architecture, and speed of deployment. The purchase order was signed in December 2023, and just three months later, the tools were already live — including configuration, testing, and an internal launch event that InvGate participated in.
Unifying support and rebuilding user trust
All four business units moved onto a single system, with a self-service portal redesigned in user-centered language. Miscategorized tickets dropped by 30%, and the formal channel began reclaiming the prominence it had lost.
At the same time, the most demanding processes were automated. Employee onboarding went from manual coordination across departments to a unified automated workflow: licenses, VPN, equipment, and phone extension all handled from a single ticket, with everything ready on day one.
Change Management in SAP followed the same path, consolidating into a single record what had previously arrived scattered and undocumented.
The integration with InvGate Asset Management completes the picture: by linking each device to its assigned employee from onboarding, the team was able to implement a preventive maintenance program that reduced reported failures by 36% and eliminated emergency purchases at inflated prices.
Results
- 250% above the adoption target in the first year
- 74% reduction in in-person requests, 20% reduction in phone calls
- 92% SLA compliance
- 0 audit observations (vs. 11 at the start of the project)
The self-service portal handled 60% of all requests to the IT division in 2025. And the same 11 observations that had motivated the project disappeared entirely.
Case Study - Grupo Gigante & InvGate
Looking ahead
Grupo Gigante has two initiatives underway to continue improving support. The first is building out its knowledge base from closed ticket history, using InvGate's Knowledge Discovery feature to generate knowledge snippets.
The second is deploying the Virtual Agent in the self-service portal to guide users through resolving common incidents without needing to open a ticket. The goal is the same one that drove the entire project: support that is simpler, faster, and more useful for everyone who depends on it every day.
Centralizing support, automating processes, and restoring visibility is possible in less time than you might think. Explore InvGate Service Management with a 30-day free trial and see it for yourself.
