Most IT teams are familiar with this scenario: an avalanche of emails and calls requesting support, with no clear way to respond efficiently or measure what’s working and what’s not. This was the daily reality at Mastellone, where their internally developed IT support tool had become a bottleneck for both users and the IT support team.
Mastellone is not a small company—it is a key player in the dairy industry in Latin America, with a presence in 42 countries and over 60,000 retail customers. Their IT support team needed to match the scale of these operations and was searching for a solution capable of meeting this demand.
This is where the combination of InvGate Service Management and InvGate Asset Management came in. Keep reading to see how they transformed their IT support and achieved remarkable results with our tool.
ITSM software
4.5
Gartner
The starting point
In 2023, Mastellone’s IT team was working with a basic, internally developed tool. Users couldn’t create tickets directly — they had to call or email the IT team, which would then manually enter the information.
In collaboration with ThinkHub, Mastellone’s IT team decided to completely rebuild its support system. They chose InvGate Service Management and Asset Management, rethinking how IT support should function from the ground up.
The incorporation of this tool allowed Mastellone to streamline management, quickly and effectively classify and prioritize incidents, and properly track issues to be resolved, improving team synergy.
Implementing a better support system
The implementation of InvGate’s tools followed three main phases:
- Evaluating existing processes and identifying areas for improvement.
- Configuring the core system, replacing manual processes with automated ones.
- Adjusting the system based on testing and user feedback.
With the new system in place, Mastellone saw major improvements in IT support operations:
- Users gained autonomy through the self-service portal. This simple change eliminated the need for constant calls and emails, allowing the IT team to focus on solving problems instead of just documenting them.
- Smart workflows replaced repetitive tasks. The team set up rules to automatically route and prioritize tickets based on type and urgency. Common requests now follow predefined paths, reducing response times.
- Reporting functionalities provided insights never before available. The team can now track resolution times, identify frequent issues, and make data-driven decisions about resource allocation.
The IT team now manages 500-600 tickets per month more efficiently, saving 500 hours per year. But perhaps most notably, 70% of users now create tickets through the self-service portal—a clear sign that the new system is working well for everyone involved.
What we can learn from Mastellone’s success
Mastellone’s experience offers valuable lessons for other organizations looking to improve their IT support:
- Start with clear goals. Mastellone knew they needed better tracking, automation, and user independence.
- Focus on user adoption. The high adoption rate was no accident—it resulted from creating a system that users found useful and easy to navigate.
- Use data to drive improvements, systematically identifying and addressing problems.
As Pablo Pascual highlights: “Now we can demonstrate the value of our work with clear metrics.” Thanks to InvGate’s implementation, Mastellone gained transparency, allowing them to refine operations and make data-driven decisions for continuous improvement.
