Case Study: TroGroup cuts critical incidents backlog by 90% with InvGate

How TroGroup Replaced ServiceNow And Cut 90% of Its Critical Incidents Backlog With InvGate

TroGroup, a global manufacturing company with more than 1,800 employees across 40 locations, was using ServiceNow for service management but struggled with complex workflow configuration, high licensing costs, frequent ticket misclassification, and a growing backlog. These issues limited adoption and reduced customer satisfaction.

InvGate Service Management gave TroGroup a no-code, user-friendly platform to redesign workflows, centralize its service catalog, expand service management beyond IT, and improve SLA tracking across global shifts. With InvGate, TroGroup achieved 100% self-service portal adoption, cut its critical incidents backlog by 90%, and lowered operational costs by avoiding custom development and extra approver licenses.

TroGroup

Oliver Haag

Head of IT Infrastructure