An early education provider centralizes school support with ServiceNow CSM

Results

Centralized requests across 1,070+ schools

Freed directors from routine admin work

Streamlined facilities repair requests

Structured tuition assistance invoicing

ServiceNow Applications

THE CLIENT

Local leaders at the heart of every school

Behind this organization are the school directors who run each location day to day, welcoming families, supporting teachers, and keeping their schools going. Serving families at more than 1,070 schools, the client leans on those leaders every day. As the organization has grown, giving directors the time and tools to focus on the children rather than paperwork has become central to how it delivers on its mission.

"They (Ondaro) function like a part of the team. They are great to work with."

— Client Representative

THE CHALLENGE

Taking the administrative load off school directors

The people closest to children and families, the school directors, were spending too much of their day on administrative requests. Across 1,070+ schools, those requests were handled inconsistently, with no single place to submit them, track them, or route them to the right team.

Facilities repairs moved through manual steps and separate systems, so a broken door or an HVAC issue at one school took longer to resolve than it should. And invoicing tied to qualified tuition assistance was spread across internal teams and outside partners, with no structured, repeatable way to manage it.

As the organization scaled, the cost of that friction grew. The client set out to shift routine administrative work off its directors and into a centralized Services Team. To do it, the client turned to a partner it already knew from earlier work.

THE SOLUTION

Centralizing school support on ServiceNow CSM

The client partnered with Ondaro to build a centralized service experience on ServiceNow's Customer Service Management module. With this work, the teams extended their partnership, having already accelerated HR and IT transformation.

The client tackled the work in phases, signing off at each stage before moving forward, which kept scope, testing, and training aligned to what its schools actually needed.

Here's what the client put in place:

A single front door for schools: School requests now flow to a centralized Services Team, where they are routed, tracked, and resolved in one place, instead of landing on directors' desks.
Facilities repair case type: A dedicated case type, connected to the client's facilities maintenance platform so requests and updates sync automatically between systems, lets directors log a repair once and follow it through to resolution.
Third-party case management: Invoicing tied to qualified tuition assistance now maps to a structured case type, giving the client's internal teams and outside partners a consistent, repeatable way to manage that work.
Ownership after go-live: The client's platform team took ownership of the solution at go-live, ready to run and extend it as new needs arise, with Ondaro alongside through the transition.

The result is a service model that scales with the organization. School requests are handled consistently across 1,070+ schools, facilities repairs move faster and with more visibility, and third-party invoicing follows a repeatable structure. Most important, directors have more time for their schools.

THE PARTNER EXPERIENCE

A relationship built on communication and trust

For the client, success was not only about the technology. It was about working with a team that felt like its own. As one stakeholder put it, "They have always been fantastic to partner with, and implementations have always been clean and strong."

That trust shows up in what comes next. The client renewed its ongoing Reserve engagement with Ondaro. A dedicated team supports and extends the platform as new needs surface. It is a partnership built to last rather than a one-time project.

In the client's own words: "Ondaro consistently goes above and beyond expectations and provides great results. We will continue to work with Ondaro."

Ondaro didn't just configure a platform. It gave school leaders time back for the work that matters most, the children in their care.

LET'S INNOVATE TOGETHER!

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