Case Study: ENGIE Ineo achieves 30% user self-resolution and $415K annual IT savings with EasyVista EV Self Help

One in Three ENGIE Ineo Employees Solve Their IT Problems by Themselves

ENGIE Ineo and Endel ENGIE, two large subsidiaries of the ENGIE group (about 21,000 employees across 300 branches worldwide), needed to “industrialize” IT support as requests surged 50% to roughly 150,000 tickets per year. With high operational demand and outsourced user support, the IT department sought a way to improve service quality, reduce cost and make employees more self-sufficient.

They implemented EasyVista EV Self Help — a 24/7 self-service portal with decision trees, a knowledge base and automated ticketing that integrates with ITSM. The result: users now resolve over 30% of incidents themselves, the IT department saves $415,000 annually, 20,000 additional Level‑1 tickets are handled without adding staff, average call times fell by two minutes, and overall support quality and training efficiency improved.

Engie Ineo

Patrick Eymard

Deputy Director of Information Systems