August 11, 2025
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The client is a large subsidiary of a multinational company, with a robust and highly distributed operation in Brazil handling bottling operations. Besides its commitment to providing an excellent experience for its customers, the company prides itself on the services it offers its employees. Among its core values are building environments in which employees feel included and able to speak freely and fostering innovation through the use of new technologies.
The bottler was experiencing major challenges in employee service management, with over 27,000 active employees and thousands of former employees to care for. Before partnering with Ondaro Brazil, the client managed its service desk via the BMC platform, which resulted in low traceability, limited control, and high operational dependency.
The company needed a new platform that could do the following:
After exploring the market, the company determined that ServiceNow was the tool to use—and Ondaro was just the partner to ensure a successful implementation.
Ondaro led the client in adopting ServiceNow’s HR Service Delivery (HRSD) module, guiding the client on a comprehensive transformation in employee service, with a focus on digitization, automation, and end-to-end efficiency.
The rollout strategy was structured in two phases:
In moving employees to the new system, Ondaro faced a significant implementation challenge: Approximately 17,000 factory-floor employees did not have email accounts or access to corporate devices. Ondaro met this challenge by first focusing on the 10,000 employees who already had corporate email and devices, then focusing the second phase on onboarding the rest. This phase is set to be completed successfully within four months.
Ondaro has met and exceeded the client’s expectations, delivering on schedule and leaving the client feeling empowered to meet its employees’ needs.
“We couldn’t ask for a better implementation partner than Ondaro,” said a representative. “Adoption and onboarding are no small task, especially when they involve educating employees on the basics of email tech literacy. But Ondaro wasn’t intimidated. They formed a plan to meet our employees where they were — wherever they were — and we’ve all come out stronger and more capable.”
The company continues to internally manage and support the platform, reaping the benefits of a more streamlined, scalable, and employee-centric operation. The new solution covers 7,000 former employees, who can now use the platform to request documents (such as income statements) through a modern and efficient channel.
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 advisors and become part of the success story that defines your organization’s future.
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