Discover how the partnership with 4MATT helped ONR achieve greater efficiency, traceability, and integration for IT management processes.
350
ONR
Real Estate Registries
Centralization of IT service management and customer service
Greater traceability of information.
Solid basis for continuous process improvement.
Introduction
In a scenario where efficiency and digital experience are strategic differentiators, ONR decided to take a decisive step in its transformation journey. The company sought to consolidate a single platform to manage both internal IT services and customer service, ensuring greater traceability, agility, and governance.
O project to implement ITSM and CSM modules in ServiceNow, driven by 4MATT in partnership with ServiceNow, has established itself as an innovative initiative that has brought significant gains in operational efficiency, integration and continuous improvement of services.
Initial Challenges
ONR was looking for a solution capable of improving the quality of IT service management and customer service, while maintaining a focus on efficiency, integration, and experience.
The goal was to create a single management platform that would serve both the internal team and end consumers.
Among the highlights of the delivery:
Digital transformation required collaboration across multiple departments, both business and technical. The main challenges faced included: ensuring integration between different systems, such as Google (CcaaS and Single Sign-On) and EntraID; and structuring notification flows, reports, and customized dashboards.
These challenges were overcome thanks to the active collaboration of the teams involved and the governance model established by 4MATT.
The process
With execution from 4MATT,the implementation of the ITSM and CSM modules was structured on solid pillars:
– Mapping of processes and gathering of requirements with the areas involved.
-Parameterization of ServiceNow native modules (ITSM and CSM).
-Configuration of SLAs, notifications and reports.
-Customization of employee and consumer portals.
-Development of strategic integrations with corporate systems.
-Building real-time dashboards for visual management.
Impacts and benefits
The project generated significant impacts for the ONR:
Furthermore, the project enabled both the internal team and end consumers to experience a more agile, transparent and effective experience.
""I'm immensely grateful to everyone who's been with me on this journey, especially 4MATT, our implementation partner, and all the internal teams who helped us get here. This is just the beginning of a journey of continuous evolution. We continue to advance with innovation, efficiency, and digital transformation.""
Go Live Cake Event
In celebration of the delivery, 4MATT, together with ServiceNow, held the event Go Live Cake with the ONR.
With the traditional cake that symbolizes the achievement and celebrated the partnership of success between 4MATT, ServiceNow, and ONR, it's a moment of celebration. The cake also represents the unity, trust, and collective dedication that made the delivery of this major project possible.
Conclusion
The ITSM and CSM module implementation project at ONR represents a milestone in the organization's digital evolution. With 4MATT's expertise and ServiceNow's technology, the company achieved integrated, standardized, and results-driven management, strengthening its ability to meet both internal IT demands and customer needs with excellence.
This case study highlights how innovation, governance, and strategic partnerships can transform the way organizations manage their services, making them more efficient, secure, and future-ready.
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