Case Study: Universidad Austral achieves digital transformation and zero email request handling with InvGate Service Desk

How Universidad Austral completed its digital transformation with InvGate Service Desk

Universidad Austral faced an outdated ITSM environment—an unresponsive tool (Simax), no user portal, no formal ITIL processes, and heavy reliance on email and phone to manage requests. To modernize its service operations, the university chose InvGate and adopted InvGate Service Desk as a cloud-based solution to provide a modern portal and better user experience for students, faculty, and staff.

InvGate implemented InvGate Service Desk with fast, simple setup and staff training, enabling Universidad Austral to align with ITIL processes and centralize requests in a single portal. The result: email-based request handling fell from 50% to 0%, request tracking and SLA compliance times were reduced, efficiency and human resource allocation improved dramatically, and help-desk hours were redistributed thanks to InvGate’s dashboards, reporting, and routing capabilities.

Universidad Austral

Leandro Cabrera

Operations and Technology Manager