Case Study: Grupo Cepas achieves rapid user adoption and process automation with InvGate Service Desk

How Grupo Cepas streamlined its operational processes with InvGate Service Desk

Grupo Cepas, a 1,000-employee organization with 28 agents, was struggling with a ticketing tool that wasn’t user-focused, many paper-based manual processes across departments, no request prioritization, and resulting bottlenecks. To solve this, Grupo Cepas chose InvGate Service Desk (SaaS) for a combination of strong back-end metrics and an easy-to-use front end tailored to end users.

InvGate deployed Service Desk in less than a month, launching a branded "CAS" portal with SSO, converting 29 processes into automated workflows and supporting ~800 tickets solved per month across 600 nodes. The result was rapid user adoption, formalized requirements management, user self-service, an established priority/SLA system, faster resolution times, and broader adoption across HR, Accounting and Commercial—demonstrating clear ITSM maturity gains driven by InvGate.

Grupo Cepas

Pablo Godoy

Chief Technology Officer