Iguatemi S.A. is one of Brazil’s largest and most recognized premium shopping center operators, managing 14 malls across the country and hosting hundreds of top retail brands.
Maintaining that standard takes more than great real estate. It takes internal operations that are just as well-run as the stores inside their centers. When IT issues slow employees down, expense processes run on spreadsheets, and disconnected systems leave no one with a clear view across the business.
“The Ondaro team helped us a lot and spared no effort to support the delivery of the project. Ondaro consulting delivered excellent work in the implementation of the project.”
— Client Representative, Iguatemi S.A.
On the IT side, Iguatemi was running on Qualitor — a legacy ticketing platform that had served its purpose but couldn’t scale. Service requests came through scattered channels and there was no unified portal for employees to submit or track IT issues. SLAs were difficult to measure, incident visibility was limited, and the platform lacked the structure an operation of Iguatemi’s size needed to run consistently and with confidence.
At the same time, a separate challenge was playing out in finance. Employee expense reimbursements ran on spreadsheets, employees had to manually transcribed data from receipts, and approvals moved through email. There was no duplicate detection, no clear audit trail, and no direct connection to SAP which was the system of record for Iguatemi’s financials. Every reimbursement cycle was a manual effort, and the risk of error was built into every step.
These weren’t two separate problems; they were the same problem in two different places.
Ondaro approached the work in two phases, starting where the operational need was most immediate.
In Phase 1, Ondaro implemented ServiceNow ITSM Essentials to replace Qualitor with a fully ITIL-aligned platform covering Incident Management, Change Management, Service Catalog, Knowledge Management, and SLA tracking. At the center of the deployment was the Employee Center: a self-service portal that gave every employee across Iguatemi’s operations a single, consistent place to submit and track requests. Reporting dashboards gave the IT team real-time visibility into service performance for the first time. The entire implementation went live in 12 weeks.
The quality of that delivery opened the door to Phase 2. With the platform foundation established, Ondaro turned to the reimbursement process. The team built a custom Reimbursement Management Application on ServiceNow App Engine which was designed from the ground up to eliminate the manual steps that made the existing process fragile. Microsoft Azure Document Intelligence, an OCR engine, was integrated to automatically extract data from uploaded receipts at the moment of submission. No manual transcription or interpretation errors. The information is captured cleanly, the first time.
On the financial side, Ondaro connected the application to SAP via REST API. ServiceNow now validates advance payments, checks for duplicates, and posts approved reimbursements directly to SAP as accounting entries. What once required manual intervention at multiple checkpoints now runs as an automated, auditable workflow — from the moment an employee submits a receipt to the moment it posts in the books.
What the client noticed wasn’t just the delivery. It was the consistency. The team showed up prepared, communicated clearly, and didn’t ease off when the work got complex. No effort was spared on either side. That kind of partnership doesn’t happen by accident. It comes from both teams being genuinely invested in the outcome, not just the timeline.
Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
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