CASE STUDIES
Real implementations. Measurable service outcomes.
How organisations across the GCC, EU, UK, USA, and worldwide replaced fragmented tooling with service platforms that scale — delivered end to end by DataLunix.
7
case studies
7
service domains
5
regions delivered
JUMP TO THE STORY THAT MATCHES YOURS
“
A new, globally recommended platform that brings us many more features alongside our ticketing needs. The team worked hard to achieve the project timelines and took us live in a very smooth manner.
Sajjad Saeed · Director, Technology · McDonald's Saudi Arabia
BY SERVICE DOMAINS
7 domains. 7 success stories.
Each story covers the platform we implemented, how the rollout ran, and what changed afterwards. Grouped by domain so you can go straight to the work that looks like yours.
ITSM
IT Service Management
1 case study
Unify fragmented tools into one central service hub with full visibility.
McDonald's Saudi Arabia
Industry
Quick Service Restaurants
Region
Saudi Arabia
Previous system
ManageEngine ServiceDesk Plus
Client since
2023
Platform
ServiceNow ITSM Standard
Timeline
Go-live Feb 2025
Rollout
290 restaurants · 4,000 employees
Engagement
Full platform migration
McDonald's Saudi Arabia operates the brand across the central, eastern and northern regions of the Kingdom — around 290 restaurants and roughly 4,000 employees.
290
restaurants supported
4,000
employees on one platform
4.8
CSAT after go-live
The DataLunix and McDonald's Saudi Arabia teams celebrating the ServiceNow go-live.
THE CHALLENGE
They had hit the ceiling of their tooling, not the ceiling of their ambition. The service desk already sat on the highest enterprise tier of ManageEngine ServiceDesk Plus, so when the team wanted to work differently as the estate grew, there was nothing left to upgrade to. Everything in that top tier was already included in the base offering of ServiceNow — with considerably more headroom above it. Supporting 290 restaurants meant they needed a platform they could keep extending, not one they had already maxed out.
HOW WE IMPLEMENTED IT
We migrated the full ITSM process set from ManageEngine into ServiceNow ITSM Standard — incident, problem, request and change re-modelled on the new platform rather than lifted across as-is. We built the CMDB, feeding asset and configuration data from their existing in-house system rather than licensing ServiceNow Discovery, and published a service catalogue the restaurants actually recognise. Virtual Agent was added to deflect the repetitive store questions, and we rolled out the ServiceNow mobile app so restaurant managers could raise and track issues from the floor instead of calling the service desk. Historic ticket data was migrated, cutover ran in parallel with the legacy tool, and we stayed on hypercare after go-live.
THE RESULT
One platform across 290 restaurants and head office, room to keep extending instead of a licence ceiling, self-service and mobile access for store managers — and a 4.8 satisfaction score from the people using it.
“A new, globally recommended platform that brings us many more features alongside our ticketing needs. The team worked hard to achieve the project timelines and took us live in a very smooth manner.”
Sajjad Saeed · Director, Technology · McDonald's Saudi Arabia
CSM
Customer Service Management
Resolve customer issues faster with connected, transparent service.
1 case study
Ministry of Health · Saudi Arabia
Industry
Public Sector · Health Insurance
Region
Saudi Arabia
Previous system
Excel sheets & email
Client since
2024
Platform
HaloCRM
Rollout
6 organisations on one workflow
Engagement
Implementation & multi-party rollout
Health insurance settlements and claims in the Kingdom involve six separate organisations. Cases raised by insured members have to travel across all of them and come back with an answer.
6
organisations on one workflow
1
case record end to end
Automated
triage and routing
THE CHALLENGE
The whole process ran on spreadsheets and email. Enquiries and complaints arrived from insured members into shared inboxes, and a person had to read every conversation, work out what it was really about, and triage it by hand. It was then forwarded to whichever of the six organisations owned that settlement or claim. Once resolved, someone had to chase a status update, bring it back, and manually write to the member who had raised it. There was no single case record, no SLA clock and no audit trail across the six parties — so members chased for updates nobody could see, and the round trip took far longer than the work itself.
HOW WE IMPLEMENTED IT
We implemented HaloCRM as a single intake and case management layer across all six organisations. Requests from insured members now arrive as structured cases, categorised and routed automatically to the organisation that owns them instead of being triaged by hand. Each party works its part as a linked task inside the same parent case, so status is visible as it changes rather than requested by email. SLA timers run from intake, updates go back to the member from the case record itself, and leadership gets dashboards across the full multi-party flow.
THE RESULT
One tracked case per member from intake to resolution, automatic routing to the right organisation, live status across six parties, and a complete audit trail where there used to be a spreadsheet.
“A member used to wait while their case was forwarded, chased and retyped between organisations. Now it is one case that everybody can see.”
Programme Lead, Health Insurance Programme (Saudi Arabia)
FSM
Field Service Management
Dispatch, track and close field work from one mobile-first system.
1 case study
Arada
Industry
Real Estate, Hospitality & Communities
Region
UAE
Previous system
Phone, email & spreadsheets
Client since
2024
Platform
Halo · Field Service
Rollout
Communities, hotels & retail assets
Engagement
FSM implementation
Arada is one of the UAE's fastest-growing developers, with master communities in Sharjah and Dubai alongside hotels, retail, entertainment and leisure assets — a mixed portfolio where the same field teams serve residents, commercial tenants and hotel guests.
Multi-asset
communities, hotels & retail
Mobile
dispatch and on-site capture
Automated
preventive maintenance
THE CHALLENGE
Field and maintenance requests arrived by phone, email and messaging apps, and were tracked in spreadsheets. There was no work order tied to the asset that had actually failed, no differentiation between a residential snag and a guest-facing hotel issue, and no SLA either could be measured against. Dispatch depended on whoever knew where the technicians were that morning, planned maintenance sat in separate schedules per property, and completed work left no evidence — so repeat visits and disputes over what had been done were routine.
HOW WE IMPLEMENTED IT
We implemented Halo across the portfolio. Requests now become structured work orders linked to the asset and the property they belong to, with SLAs that differ by asset class so hospitality issues are not queued behind routine residential jobs. Dispatch is skills- and location-based rather than manual, and technicians work from the mobile app — checklists, parts used, photographic evidence and sign-off captured on site. Preventive maintenance schedules are generated from the asset register instead of tracked by hand, and each community and hotel gets its own reporting view.
THE RESULT
Every job is a tracked work order against a known asset, hospitality and residential work run to different SLAs, planned maintenance is automated off the asset register, and completion is evidenced with photos and sign-off from the field.
“Our teams used to work from a phone call and a spreadsheet. Now every job is a work order against the asset, with proof it was actually done.”
Facilities Operations Lead, Real Estate & Hospitality Group (UAE)
HRSD
HR Service Delivery
1 case study
Deliver HR services from one self-service platform, with AI handling the repetitive asks.
McDonald's Saudi Arabia
Industry
Quick Service Restaurants
Region
Saudi Arabia
Previous system
SAP SuccessFactors
Client since
2023
Platform
ServiceNow HRSD + Virtual Agent
Rollout
4,000 employees
Engagement
Phase 2 on the same platform
With ITSM live, McDonald's Saudi Arabia extended the same ServiceNow platform to HR — this time with a self-service portal and a Virtual Agent sitting in front of the HR team.
4,000
employees self-serving
Bulk
of HR tickets AI-resolved
1 portal
IT and HR requests
THE CHALLENGE
SAP SuccessFactors was their HR platform, and it stayed. What it could not give them was a service front door. HR had no self-service portal and no way to deflect volume, so agents absorbed the same requests every single day: salary slips and salary certificates, letters of authorisation, bonafide and employment certificates, and a long tail of similar asks. Each one had to be generated manually and emailed back. Across roughly 4,000 employees that repetitive work consumed most of the HR team's capacity, and employees waited on a person to do something a system could do instantly.
HOW WE IMPLEMENTED IT
We implemented ServiceNow HRSD alongside SuccessFactors rather than replacing it — SuccessFactors stayed as the HR system of record, while ServiceNow became the service layer on top. Employees got an Employee Service Centre portal with a structured HR request catalogue and real case management behind it. Then we put Virtual Agent in front of that as first line. The genuine work was not the bot itself, it was the knowledge: we analysed the actual request patterns, built the knowledge base and conversation topics around the highest-volume asks, and trained the system on real ticket data so it could resolve those requests end to end rather than just deflecting them into a queue. Anything genuinely exceptional still routes to a human with full context attached.
THE RESULT
Virtual Agent now handles the bulk of incoming HR tickets without an agent touching them. Employees self-serve certificates and letters at any hour instead of waiting on an email, and the HR team is back on work that actually needs a person. Both IT and HR requests sit behind one portal.
“Our HR team used to spend the day generating certificates and letters one by one. Now the assistant answers most of it instantly, and we only see what genuinely needs a person.”
HR Director, McDonald's Saudi Arabia
ITAM
IT Asset Management
Know what you own, what it costs and when it renews.
1 case study
FUJIFILM · Healthcare division
Industry
Medical Imaging & Healthcare Technology
Region
APAC
Previous system
Enterprise discovery platform
Client since
2024
Platform
Freshservice Advanced ITAM (Device42)
Engagement
ITAM implementation & discovery
FUJIFILM's healthcare business covers diagnostic and enterprise imaging — MRI, CT, X-ray, ultrasound and endoscopy — along with the service and maintenance that keeps that estate running.
OT + IT
assets in one register
1
platform for service and assets
Lower
cost than previous discovery
THE CHALLENGE
The health division had to account for two very different classes of asset: standard IT, and operational technology sitting behind imaging and clinical equipment. Their existing discovery platform could do it, but it was expensive and heavy for what they actually needed — an accurate, continuously updated register. They were paying enterprise pricing for discovery while the asset picture still sat partly outside the service desk.
HOW WE IMPLEMENTED IT
We implemented IT asset management on Freshservice using Device42-powered discovery. Since Freshworks acquired Device42, that discovery capability now ships under the Freshservice label — so the same depth of hybrid discovery and dependency mapping arrives on one platform, on one contract, at a fraction of the previous cost. We scoped discovery across both OT and non-OT assets, using approaches appropriate to sensitive imaging and clinical equipment, then reconciled everything into a single CMDB feeding the service desk directly.
THE RESULT
One register covering OT and non-OT assets, kept current automatically, with dependencies mapped and asset data sitting inside the same platform the service desk already uses — at a materially lower cost than the tool it replaced.
“We get the discovery depth we had before, inside the platform our service desk already lives in — without the licence bill that came with it.”
IT Manager, Healthcare Technology division (APAC)
ESM
Enterprise Service Management
1 case study
Take service management beyond IT to every department.
ZEISS · Industrial imaging
Industry
Industrial Imaging & Metrology
Region
Germany
Previous system
Email & manual scheduling
Client since
2023
Platform
SysAid
Rollout
End-customer requests and field jobs
Engagement
Service management beyond IT
The industrial imaging business serves end customers running precision imaging and measurement equipment — work that needs either an engineer on site or a solution designed for them.
T&M
and solutioning split at intake
1
system for intake and scheduling
Tracked
request to job completion
THE CHALLENGE
Requests came in from end customers by email and phone, and two quite different kinds of work landed in the same undifferentiated pile: billable time-and-materials engineer visits, and solutioning work that needed technical design before anything could be scheduled. Assigning jobs depended on whoever happened to know engineer availability, and nothing connected the original request to the scheduled job, the work performed and what was billable.
HOW WE IMPLEMENTED IT
We used SysAid as a single front door beyond IT. The service catalogue distinguishes time-and-materials engineer requests from solutioning requests at the point of intake, so each routes to the right team with the right information instead of being sorted by hand. Job scheduling was brought onto the platform against engineer availability, and job execution is captured back against the originating request — so intake, scheduling, delivery and closure all live on one record.
THE RESULT
One system for customer intake, scheduling and job delivery, a clear split between billable field work and solutioning, and a complete history behind every job instead of a thread of emails.
“A customer request now becomes a scheduled job with an engineer against it, not an email someone has to remember.”
Service Operations Lead, Industrial Imaging (Germany)
STAFF
Staff Augmentation
Certified ServiceNow, Salesforce and platform talent embedded into your delivery teams — in days, not months.
1 case study
InfoBeans
Industry
IT Services & Digital Transformation
Region
India
Previous system
Direct hiring
Client since
2024
Platform
ServiceNow & Salesforce specialists
Rollout
6–12 month contract engagements
Engagement
Staff augmentation
InfoBeans is a CMMI Level 5 digital transformation company and a ServiceNow and Salesforce partner, delivering platform programmes for enterprise clients across India, the US, Europe and the Middle East.
5 days
to close niche roles
6-12 mths
contract engagements
72 hrs
to first vetted CVs
THE CHALLENGE
InfoBeans runs a capable internal IT and talent function of more than 60 people, and for mainstream roles that works well. The niche end was the problem. Certified ServiceNow and Salesforce specialists — exactly the profiles their platform programmes depend on — were the positions their own team could not close, and those roles stayed open while client commitments were already live. The requirement is contractual rather than permanent, typically six to twelve months per engagement, which narrows an already scarce market again: people who are both certified and open to a fixed-term contract are a small subset of the pool.
HOW WE IMPLEMENTED IT
We took the niche ServiceNow and Salesforce requirements their internal team could not fill and worked them against our certified resource pool. Vetted CVs go back within 72 hours of an approved requirement — technically screened rather than keyword-matched — and the positions that had stayed open were closed within five days. Because contract hiring is our core model, the six to twelve month engagement pattern is standard for us rather than an obstacle, and contracts, compliance and payroll sit on our side. Engagement is hourly with no hidden charges, and capacity flexes up or down as the programme pipeline moves.
THE RESULT
Niche certified roles that a 60-plus internal team could not close were filled in five days, on six to twelve month contracts that match how the work is actually funded — with no recruitment, compliance or payroll overhead carried in-house.
“The roles our own team could not close were filled in five days — certified people, on contract, doing the work.”
Delivery Leader, IT Services Partner (India)