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Strategy
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Technology is one of the pillars that supports Bergner’s daily operations. Behind every system, integration or automation sits the Innovation, Processes and Systems Department, a cross-functional team that ensures the entire company operates in a connected, secure and efficient way. Today we speak with Manuel Solans, Director of the department:
The Innovation, Processes and Systems Department is designed as a cross-functional team that supports both the technological infrastructure and the company’s management and communication systems.
Alongside its technical role, one of its main goals is to identify innovative solutions that bring value to Bergner and optimise internal processes.
Its key responsibilities include user support, development of small internal solutions, systems administration, networks and security, as well as managing core corporate applications such as RPS, SGA-Effylog, Freshdesk and Power BI, among others.
The team also leads digital transformation projects focused on automation, integration and advanced analytics of data and processes.
The team provides support to all Bergner locations across Spain, Italy, Austria, Germany, Romania and LATAM, with the headquarters in Zaragoza acting as the main coordination hub.
Technical support is managed centrally through the GLPI ticketing system, where all incidents and requests are logged and documented.
This system ensures full traceability and service metrics, always prioritising critical incidents and guaranteeing operational continuity.
On average, around 100 incidents are handled each month, depending on the period and ongoing projects.
The most common issues are related to access and passwords, incidents and developments in RPS, communication with B2B and B2C eCommerce tools, support in Power BI, IT equipment, connectivity and collaborative tools such as Teams or Office 365.
Bergner is currently in a phase of technological consolidation, with a promising roadmap ahead.
One of the key pillars for continued progress is cybersecurity: we cannot grow digitally without a robust security perimeter that minimises risks.
Throughout this year, new security policies are being rolled out, and corporate mobile devices will soon also be protected.
Artificial intelligence is already part of our daily work, and we will continue investing in it. We are promoting the use of generative AI, both in integrated solutions in Freshdesk (such as those used by the SAT team) and in tools like ChatGPT and intelligent agents.
Another essential aspect is training, to ensure all Bergner employees can make the most of these technologies through short learning modules and online courses.
Looking ahead, the next major step will be the creation of a two-year Digital Transformation Plan, scheduled for the first months of 2026.
This plan will address areas such as security, process automation, data unification into a data warehouse, machine learning for demand forecasting and the strengthening of a technological and innovative culture across the organisation.
Key challenges include maintaining system security and availability, providing efficient support across different geographies, and accompanying teams in the adoption of new tools.
Additionally, the department is responsible for defining the technological roadmap that the company must follow.
The Innovation, Processes and Systems Department works continuously and closely with all areas of Bergner to identify improvements, automate processes and digitalise daily operations.
We act as technological enablers, ensuring that each tool is used for the right purpose and delivers tangible value.
Examples include digitalising approval workflows in Purchasing, integrating the SGA with RPS, automating processes or creating dashboards in Power BI.
Coordination with Finance, Operations, Sales and HR is constant, ensuring that technology remains aligned with the company’s global strategy.
