Case Study: Universidad Católica Argentina achieves 62% higher first call resolution with InvGate

How Universidad Católica Argentina Improved First Call Resolution With InvGate

Universidad Católica Argentina (UCA), a university in Argentina with campuses across Buenos Aires, Paraná, Rosario, and Mendoza, needed a better way to manage IT incidents and service requests. After earning ISO 9001:2015 certification, its support center sought greater transparency, self-service access, and centralized operations, since requests were being handled through multiple channels and ticket tracking was consuming significant staff time. UCA partnered with InvGate and used InvGate Service Management, along with InvGate Asset Management, to address these challenges.

InvGate implemented a self-service portal, centralized ticketing, asset-to-ticket integration, and automated routing and approvals to streamline support and improve visibility. As a result, UCA achieved a 62% increase in first call resolution, a 28% improvement in SLA compliance to 90%, and a 20% reduction in inquiries thanks to the portal. InvGate also helped UCA improve collaboration across departments, reduce delays, and gain better reporting for ongoing process optimization.

Universidad Católica Argentina

Leandro Matías Ciccioli

CAU Coordinator