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.
Case Study - TroGroup & InvGate
The challenge: A complex platform that was difficult to adapt
Before choosing InvGate, TroGroup considered reimplementing ServiceNow with a new partner. The proposal began with a three-day workshop to define the company’s ITSM processes. Oliver Haag, Manager of Digital Infrastructure at TroGroup, questioned the need for it: he already knew those processes in detail.
When he asked InvGate about implementation, the estimate was around 20 hours of consulting. He was skeptical.
“I said this is ridiculous, you won’t make it. But yes, we made it, I think, in less than 20 hours.”
— Oliver Haag, Manager of Digital Infrastructure at TroGroup
The gap between the estimates reflected a broader issue with TroGroup’s previous setup. ServiceNow offered advanced capabilities, but adapting workflows to the company’s internal processes required programming skills. Even minor changes could depend on technical intervention, making it harder for the team to maintain the system independently.
The cost extended beyond configuration. Additional licensing costs for approvers added to the expense, while the platform’s complexity discouraged employees from using it. Many continued to submit requests by email, leaving the service desk to classify and route them manually. Requests landed in the wrong queues, response times suffered, and the backlog of critical incidents grew.
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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.
TroGroup’s implementation with InvGate required less consulting partly because the company already had its processes defined. The other factor was configuration: workflows could be built using drag-and-drop tools by the service desk team lead, without programming skills. Changes no longer had to depend on technical specialists, giving the team more control over how its processes worked and how they evolved.
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!
