Case Study: Grupo Gigante eliminates IT audit findings and restores support visibility with InvGate

Grupo Gigante eliminates 11 IT audit observations in 3 months with InvGate

Grupo Gigante, a Mexican retail and real estate conglomerate, faced significant IT challenges including 11 internal audit observations, a lack of process traceability, and low user adoption of its formal support channels. To address these issues, the company selected and implemented InvGate Service Management to centralize support and restore operational visibility.

By deploying InvGate's solution, Grupo Gigante unified support for all its business units onto a single platform and automated critical processes like employee onboarding. The implementation by InvGate was completed in just three months and yielded dramatic results: all 11 audit observations were eliminated, miscategorized tickets dropped by 30%, and a preventive maintenance program reduced reported failures by 36%. The vendor's tools also helped achieve 92% SLA compliance and a 250% adoption rate above target.

Grupo Gigante