Case studies
How TroGroup Replaced ServiceNow And Cut 90% of Its Critical Incidents Backlog With InvGate
TroGroup is a global manufacturer based in Austria with more than 1,800 employees and operations in 40 locations. It specializes in stamps, laser systems, and high-tech laser sources, and has over a century of industrial experience.
The company used ServiceNow for IT operations, but complex processes, limited visibility, and high operational costs made it difficult to maintain efficiency and deliver consistent support.
Keep reading to discover how TroGroup simplified workflows, increased adoption, and streamlined operations with InvGate Service Management.
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The challenge: A system that was too complex to deliver value
While ServiceNow offered advanced capabilities, configuring workflows to match TroGroup’s internal processes was time-consuming and required programming skills. Even minor changes depended on technical intervention.
Extra licensing costs for approvers added financial strain, and the complexity of the platform discouraged users from adopting it. Most employees preferred to send requests via email, which made tracking and classification difficult and contributed to a growing backlog of critical incidents.
Implementation highlights
TroGroup turned to InvGate Service Management to rebuild its IT support operations. The goal was to create a more adaptable, user-friendly, and cost-effective system that could scale across departments.
Key improvements included:
- Self-service portal: TroGroup built a centralized catalog where employees could easily find the services they need, which simplified onboarding and increased efficiency.
- Smarter SLA Management: InvGate’s built-in shift model and service time tracking helped monitor performance across global operations without custom coding.
- No-code workflows: Users were able to design and adjust workflows directly from the interface, reducing dependence on technical specialists and deployment time.
- Cross-department adoption: Following the success of the IT department, other areas began using InvGate to structure their own service processes. This cross-departmental adoption led to more consistent service delivery and better collaboration across teams.
The results
The transition to InvGate Service Management quickly paid off. TroGroup saw:
- 100% adoption of the self-service portal, fully replacing email requests.
- 90% reduction in the backlog of critical incidents, improving service quality and team productivity.
Beyond measurable results, the IT team gained greater control over workflows, visibility into metrics, and the ability to continuously improve without relying on complex configurations or high costs.
Looking ahead
TroGroup’s next step is to extend automation and support its global “follow the sun” model — ensuring incidents are reassigned smoothly between time zones for continuous, 24/7 coverage.
The company also plans to implement InvGate Asset Management to consolidate hardware, software, and service documentation in one place. This unified view will help teams maintain accurate records and simplify tracking.
In addition, TroGroup is exploring AI-powered features such as Microsoft Teams notifications and AI-generated article summaries to help agents access information faster and keep content updated with minimal effort.
See what InvGate Service Management can do for your team. Start your 30-day InvGate Service Management free trial today — you can keep your setup as your running instance afterward!
