Stoll Keenon Ogden (SKO) is a U.S. law firm founded in 1897 in Lexington, Kentucky. With more than 150 attorneys across multiple offices, the firm offers a wide range of services, including commercial litigation, corporate law, real estate, and intellectual property.
Behind the scenes, SKO’s IT team supports the firm’s daily operations and keeps technology running smoothly across its offices. As its service demands grew, managing requests and reports efficiently became increasingly difficult with its existing system.
To gain better visibility, improve reporting accuracy, and simplify IT service delivery, SKO decided it was time to switch to InvGate Service Management.
The challenge
Before adopting InvGate, SKO´s team faced recurring operational bottlenecks caused by its previous tool.
The platform displayed tickets as a static list, forcing manual data updates and filtering every time the team needed to analyze performance. Weekly reports required hours of repetitive work — adjusting date ranges, exporting to Excel, cleaning data, and manually verifying uncategorized tickets.
At the same time, the team wanted to start managing its asset inventory, a task that its existing tool couldn’t easily accommodate. Rather than continue investing time and effort in a system that no longer met its needs, SKO started exploring alternatives.
The solution
SKO implemented InvGate Service Management through a collaborative onboarding process with weekly sessions, task tracking, and guided setup. Thanks to InvGate’s no-code customization and straightforward configuration, the IT team quickly achieved visible results.
One of the most impactful changes came from automated reporting and dashboards. What once took hours now happened automatically — every Monday at 8 a.m., the help desk supervisor receives a report summarizing weekly ticket volumes, top issues, open items, and performance metrics. With a single click, he can access all the underlying data to identify priorities and trends in real time.
Additionally, InvGate’s mandatory ticket categorization prevented tickets from being closed without proper classification, eliminating rework and improving data reliability.
Documentation also saw major gains. One of its help desk technicians achieved a 90% reduction in time spent creating knowledge base articles. InvGate’s simple, consistent formatting allowed her to focus on content, not layout.
The ability to generate knowledge base drafts from closed tickets using AI further accelerated documentation. At the same time, InvGate’s organized interface — with tabs, filters, and intuitive navigation — helped the team stay on top of daily requests.
What's next?
The SKO team sees InvGate as a long-term partner in helping its IT operations evolve. The organization is already exploring additional ways to expand InvGate’s impact.
Implementing InvGate Asset Management is next on the roadmap, alongside workflow automations to simplify repetitive tasks and improve ticket resolution times.
SKO has also started using InvGate’s AI features and see strong potential to extend them further to reduce manual effort, accelerate ticket handling, and continue improving service delivery.
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