JERA Nex bp, a global offshore wind developer born from a joint venture between JERA and bp, set out to accelerate renewable energy worldwide. But as the company grew from a regional team to a 750+ employee operation, its internal IT tools struggled to keep up.
Their existing ticketing system was heavily reliant on email, lacked a functional service catalog, and provided only the most basic reporting. The result? Low portal adoption, slow ticket routing, and minimal visibility into team performance.
To scale operations globally while keeping user experience front and center, JERA Nex bp chose InvGate Service Management. The transition unlocked automated workflows, enabled data-driven decisions, and set the foundation for Enterprise Service Management (ESM) across the organization.
The starting point
Prior to the shift, JERA Nex bp faced common IT Service Management (ITSM) growing pains:
- A poor service catalog experience made users stick to email.
- Manual ticket assignment created response bottlenecks.
- The system offered little insight beyond basic ticket counts.
- Supporting users across time zones and languages added complexity.
As support demand increased, the IT team lacked the tools to keep pace. Its tool needed to do more than just manage tickets. It had to enable scale, simplify workflows, and promote adoption at a global level.
Choosing a new path
After evaluating five platforms, including the enterprise version of their existing solution and a major legacy vendor, JERA Nex bp selected InvGate Service Management. What sets it apart?
- A clean, modern interface that made the tool attractive to end-users.
- An intuitive search experience that boosted portal usage.
- Robust workflow automation to handle rising ticket volumes.
- Quick configuration without outside consultants or long training cycles.
- Seamless integration with Active Directory for user provisioning.
- Native multilingual support to accommodate a global workforce.
Implementation highlights
With InvGate Service Management in place, JERA Nex bp experienced transformative results.
#1. Global-ready SaaS platform
The cloud-based nature of InvGate removed barriers like VPN access and regional restrictions. Agents could now operate securely from anywhere (key for an international team).
#2: Smart workflows and AI
Automation took care of ticket assignment, trend analysis, and routing, while AI-powered features helped improve the clarity and tone of communication across languages.
#3: End-user experience
With an intuitive service catalog and powerful search, users embraced the self-service portal, reducing dependence on email and improving service efficiency.
#4: Real-time insights
Previously limited to basic metrics, the IT team now had access to detailed dashboards and trend analysis, enabling better decision-making and proactive resource allocation.
The results
Thanks to InvGate Service Management, JERA Nex bp achieved significant improvements:
- 150% increase in ticket volume managed without increasing backlog nor the size of the core IT team (from 2,500 annual tickets to 500–600 per month).
- Stable performance at scale: Smart automations prevented bottlenecks despite growing complexity.
- Higher end-user engagement: Self-service adoption drastically improved, reducing email reliance.
- Stronger global support: Multilingual capabilities and AI-enhanced communication ensured consistency across regions.
- Better visibility: Dashboards and reporting tools enabled strategic planning and resource control.
Looking ahead
Having successfully transitioned from traditional ITSM to ESM, JERA Nex bp is now focused on:
- Expanding workflow automations to other departments.
- Leveraging AI to personalize self-service and anticipate user needs.
- Integrating InvGate Asset Management to centralize asset tracking and compliance.
- Scaling InvGate’s use across HR, Facilities, Operations, and Maintenance.
