August 11, 2025
Results
THE CLIENT
This energy supplier manages the flow of electric power to more than 20 million customers. As an independent system operator, the client successfully handles approximately 600,000 megawatt-hours of electricity per day. As part of its continuous improvement ethos, this client sought to optimize its service management processes—a strategic focus that prompted it to collaborate once again with its ServiceNow partner.
– Client Representative
THE CHALLENGE
The client has an enormous responsibility: managing the flow of electric power to over 20 million customers. External pressures like weather events and customer demands magnify this responsibility.
Despite these high expectations, the client was relying on dated operational models and software platforms, causing inefficiencies and limiting its ability to effectively serve its customers and manage non-IT fieldwork, like inspections. The stakes were high, and the team needed a robust solution to help it swiftly and efficiently manage field operations while delivering an exceptional customer experience to various market participants.
Rather than starting from scratch, the client tapped into an existing, trusted relationship. Having previously partnered with Ondaro for a larger implementation, the client had already experienced the value of Ondaro’s ServiceNow expertise and collaborative approach.
With tight timelines and a lean budget, Ondaro supported the client through a streamlined activation of SAM Pro, focused on outcomes rather than bells and whistles. The implementation emphasized flexibility, rapid enablement, and foundational success:
Ondaro’s team focused on providing just the right level of configuration and guidance to empower the client’s own team to take the reins.
The project went live just 3.5 months after kickoff, an impressive timeline given the lean nature of the engagement and the emphasis on internal enablement.
THE PARTNER EXPERIENCE
From initial workshops to go-live, the client and Ondaro engaged in an alliance centered on mutual respect and understanding. Ondaro didn’t just bring technical expertise: It provided the client with strategic insights and a roadmap for continuous improvement. The success of the project was highlighted by the timelines maintained, the understanding of the client’s unique business needs, and the collaborative nature of the relationship. The client recognized Ondaro not only as a technology provider but also as a trusted partner capable of understanding and addressing complex challenges.
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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