August 11, 2025
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The client is a multifamily real-estate company committed to enhancing the resident experience across its rapidly expanding portfolio. With properties that span multiple markets, the client offers more than apartment units — it focuses on creating community-oriented, high-quality living spaces that meet the unique needs of residents. As the company continues its ambitious growth, it sought a more advanced IT service management approach to support and sustain its operational excellence.
The multifamily real-estate company was grappling with a service management infrastructure that limited its capacity to scale with its rapidly growing portfolio. As the company expanded, so did the complexity of its ticketing and service operations. However, these were supported by an outdated ticket management system that could no longer meet the organization’s scale or needs. These systems lacked essential features for scalability-such as automated workflows-that would allow the client’s internal teams to work efficiently and keep pace with the demands of a growing business.
The company’s pre-existing setup, based on a patchwork of tools, was initially effective but soon became a bottleneck as it pursued broader goals. It lacked the robust functionality the client needed for efficient incident, request, and knowledge management, which was essential as the company scaled into new markets. Without a standardized approach to IT service management (ITSM), field property managers and operations staff found it increasingly challenging to keep track of requests and support issues across a diversifying property portfolio.
Compounding these issues, the client’s fragmented service landscape introduced operational redundancies and misalignment. With each department operating independently, resources were stretched thin, causing its IT team to spend more time on tactical firefighting than on strategic initiatives. To support the company’s trajectory, the team turned to Ondaro’s ITSM Essentials solution alongside Ondaro Reserve for ongoing support-services that would offer a future-ready, scalable solution to drive efficiency and meet the company’s growth needs.
To enable the client to transform its IT operations with rapid implementation and predictable costs, Ondaro delivered ITSM Essentials solution and ongoing management with Ondaro Reserve. Within just 12 weeks, Ondaro transformed the multifamily real-estate company’s IT service infrastructure. Ondaro ITSM Essentials not only consolidated the company’s ticket management into a single, scalable platform but also included foundational IT service management capabilities like incident management and a centralized service catalog. The implementation involved key ServiceNow components that replaced outdated functions with scalable, modernized solutions tailored to the client’s specific requirements.
Key solution features included the following:
These enhancements equipped the client with a unified platform capable of adapting to future business needs, allowing the organization to better serve property managers and other stakeholders across its growing portfolio. With ServiceNow ITSM Essentials, implementation costs remained predictable and fixed, allowing it to plan for future expansions without concerns over escalating IT service costs.
Interested in implementing ServiceNow in less than 12 weeks, at a predictable cost, and with no surprises? Reach out to learn more about Ondaro Essentials, which includes eight customizable offerings-such as ITSM-to meet your unique needs. Combined with Ondaro Reserve for ongoing enhancements and support, our partnership goes beyond implementation to ensure that your ServiceNow platform grows and innovates with your organization.
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.
Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.