ONNEC Group
Unified service desk and finance platform for a global infrastructure firm, with multi-city cost tracking baked in.
6 months
From scope sprint to live
Multi-city
Cost tracking by region
Single
Portal across the group
Client background
ONNEC Group is a global infrastructure firm operating across multiple cities. They needed a unified way to manage service requests and track costs at a granular level.
The challenge
Services were managed through disparate channels, making it difficult to understand customer issues, monitor progress, or account for regional cost variations. Non-technical stakeholders needed a tool that was intuitive and easy to use.
Our approach
We began with a scope sprint to understand ONNEC’s processes and pain points. We analysed off-the-shelf service desk products but found none could handle their multi-city cost tracking requirements. We designed a straightforward architecture connecting a customer portal, a service desk interface and a finance module. To keep the project on track we established a clear roadmap with milestones for research, prototype, development and launch — each shared with ONNEC so they could see progress at a glance.
Implementation
Over a three-month development sprint our team built the customer portal where clients could log and track requests. The service desk module allowed ONNEC’s teams to triage and resolve issues efficiently. We added a financial tracking component that automatically calculated costs based on the city where work was carried out. Weekly review calls kept ONNEC’s non-technical leaders comfortable with the design, and every decision was documented for full transparency.
Outcome and impact
The new system went live after six months. Clients gained a single portal to submit and monitor service requests. Internal teams saw significant time savings, with less manual coordination and more accurate reporting. The finance module reduced billing discrepancies by automatically applying the right rates for each city. Most importantly, ONNEC’s leadership felt in control throughout the project thanks to clear guidance, regular meetings and timely delivery.
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