Universidad Católica Argentina (UCA) is one of the country’s most recognized educational institutions, with campuses in Buenos Aires, Paraná, Rosario, and Mendoza. It stands out for its commitment to academic excellence and continuous improvement.
Within this structure, the User Support Center (CAU) plays a key role in providing technical assistance to faculty and administrative staff. However, its operations were spread across multiple channels and relied on manual processes that slowed down response times and affected internal satisfaction.
With the support of ThinkHub and the implementation of InvGate Service Management and InvGate Asset Management, the team significantly improved its metrics and transformed how support is managed.
Keep reading to find out how UCA increased first call resolution by 62% and reduced inquiries by 20% through its self-service portal.
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Fragmented support in need of modernization
Its support center used to receive requests through different channels. Each one had to be manually logged, assigned, and updated. As the university community grew, this model became increasingly inefficient.
The lack of a centralized channel made it difficult to track requests, which increased the operational workload. At the same time, the limited visibility made it harder to identify recurring issues, understand workloads, and evaluate service performance.
Centralizing support and empowering users
With ThinkHub’s guidance, UCA adopted InvGate Service Management and InvGate Asset Management to create a new support model focused on self-service and collaboration between departments.
The self-service portal allowed users to submit requests, track their progress, and rate the service received. This significantly reduced the number of phone calls and emails asking for updates.
Integrating InvGate Asset Management added another key element: linking the IT asset inventory to tickets improved diagnostics and purchasing decisions while providing more complete metrics by department. Automated workflows also accelerated approvals and routing, noticeably improving resolution times.
More productive support and a smoother experience
The results quickly showed in the CAU’s performance metrics:
- 62% increase in first call resolution.
- 28% improvement in SLA compliance, reaching 90% of targets.
- 20% reduction in inquiries thanks to the self-service portal.
Access to real-time data and more detailed reporting made it easier to detect trends, strengthen high-demand areas, and adjust workflows to prevent bottlenecks. In practical terms, the team now spends more time solving incidents and less on administrative tasks.
Looking ahead: more departments and deeper automation
The positive results encouraged expanding the tool’s use to other areas. Departments such as Human Development and Integral Security already use InvGate, and plans are underway to include Library and Maintenance.
UCA is also considering adding chatbots for frequent inquiries and continuously improving automation to optimize response times.
The goal is clear: to consolidate an agile, scalable, and user-focused IT support ecosystem.
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