Marval O’Farrell Mairal is one of the most renowned law firms in Latin America. With over 300 professionals and 25 practice areas, it provides legal advice on complex matters and high-impact international operations.
After trying ManageEngine for its Service Management, the firm found that the platform did not meet the agreed terms and presented limitations that affected daily operations. To regain stability and efficiency, Marval decided to return to InvGate Service Management.
The decision gave new momentum to its Service Management. In just a month and a half, Marval successfully implemented the platform, trained its teams, and laid the groundwork for sustainable growth.
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The starting point
Since 2018, Marval had been using InvGate with positive results. In 2023, it decided to try another tool for Service Management, based on a proposal that promised additional benefits.
Over time, the experience did not meet expectations. The team faced technical difficulties, delays in incident response, and discrepancies between what was offered and what was stated in the contract. As a result, the firm decided to return to InvGate, a platform already known for its robustness and reliability.
Implementing a stronger system
The return to InvGate immediately improved operations. In only six weeks, the team completed the implementation, onboarded the first departments, and trained users to make the most of the platform.
The latest version of InvGate Service Management introduced major enhancements. Intelligent automation, advanced workflows, and detailed reporting simplified daily management and performance tracking. All of this came with close support and a flexible licensing model.
Results: more departments, faster response times, and clear metrics
The results came quickly:
- In less than a year, Marval expanded from managing two departments with InvGate Service Management to seven (IT, Billing, Collections, Accounts, Administration, HR, and Marketing), achieving 200% growth.
- First response time dropped by 68%, from 25 minutes to just 8, significantly improving the user experience.
- Thanks to advanced dashboards and reports, each department gained full visibility of its metrics and workload, enabling more proactive and efficient management.
- The automation of key processes — such as asset returns integrated with InvGate Asset Management — strengthened traceability and compliance with audits like ISO 27001.
Looking ahead
Marval is already planning the next phase of growth, aiming to bring all service areas onto the InvGate portal. At the same time, the firm is developing cross-department automations (such as user onboarding and offboarding) to improve traceability further, reduce manual work, and optimize Service Management across the organization.
If you want to follow Marval O'Farrel Mairal's steps, make sure to request a 30-day free trial and see what InvGate Service Management can do for your operations!
