Case Study: Auto Mercado achieves centralized service operations and 50+ location support with InvGate Service & Asset Management

How Auto Mercado managed to centralize its service operations and deliver support to more than 50 locations

Auto Mercado, a leading Costa Rican supermarket chain with more than 40 stores, over 3,400 employees and support across 50+ locations, embarked on a digital transformation to centralize and modernize its service operations. To migrate operations to the cloud and unify support desks, Auto Mercado adopted InvGate Service Management and InvGate Asset Management (with partner True Solutions Consulting) to replace fragmented on‑premise tools and apply ITIL best practices.

InvGate implemented a cloud-based Service Management platform across 15 help desks and integrated Asset Management to track over 5,000 devices, supporting 40+ agents and handling about 5,000 tickets per month. The InvGate solution automated asset allocation and ticket creation, gave a 360° view of asset lifecycles and locations, reduced response times, improved equipment ROI, and delivered scalable, centralized operations and better decision-making across the organization.

Auto Mercado

Froylán Rodríguez Cambronero

Technology Manager