Modernising OnIT: Building a More Reliable Digital Platform for Customers and Artisans

About the Company

OnIT operates digital platforms that connect customers with artisans and service professionals. Its technology environment supports important business activities including service bookings, customer and artisan management, payments, scheduling, operational workflows, and internal collaboration.

As the platform expanded, the reliability and scalability of its technology environment became increasingly important. The organisation needed a modern foundation capable of supporting faster product development while maintaining a reliable experience for customers and artisans.

Customer Challenge

OnIT's customer and artisan platforms were built on .NET architectures that had become increasingly difficult to maintain as the business grew. The applications were tightly connected, meaning changes to one component could introduce risks to other areas of the platform. This made development and deployment more cautious and slowed the delivery of new capabilities.

The database environment presented another significant challenge. Three SQL Server databases supporting bookings, users, and payments lacked sufficient high availability, automated failover, backup verification, and tested recovery procedures. A database failure could directly affect a customer's ability to book a service, an artisan's ability to receive assignments, or the processing of payments.

OnIT's internal teams were also working across fragmented Microsoft 365 and QuickSuite environments. Operations, customer support, artisan onboarding, and partnership teams relied heavily on manual communication, document sharing, approvals, and follow-ups. This created unnecessary administrative overhead and made it difficult to maintain consistent visibility across operational processes.

Partner's Solution

Digitspot designed a modernisation programme focused on improving the reliability of OnIT's customer and artisan platforms while strengthening the resilience of its databases and internal operational environment.

The customer- and artisan-facing .NET applications were modernised to supported runtimes and containerised on AWS-managed infrastructure. This provided a more scalable application foundation while making it easier to manage individual components of the platform. Automated CI/CD pipelines were introduced to standardise the software delivery process and enable faster, more consistent releases.

The Bookings, Users, and Payments SQL Server databases were migrated to Amazon RDS for SQL Server. Multi-AZ high availability was introduced for production workloads, alongside automated backups, point-in-time recovery, performance monitoring, and disaster recovery procedures. These capabilities were designed to reduce the risk of database-related disruptions affecting critical customer and payment workflows.

To improve internal collaboration, Microsoft Teams was established as a central collaboration platform across operations, support, onboarding, and partnership teams. SharePoint Online provided centralised document and knowledge management, while Power Automate was used to automate recurring processes such as artisan onboarding, partnership approvals, booking reminders, customer feedback requests, and internal approvals.

Results and Benefits

• Application deployment time targeted for reduction to less than one hour
• Software release frequency targeted to increase by at least 80%
• Platform availability targeted at 99.9%
• Booking confirmation response times targeted for a 40% improvement
• Platform-related support complaints targeted for a 20% reduction
• Database availability targeted at 99.95%
• Booking service interruptions caused by database failures targeted for a 90% reduction
• Payment-processing delays targeted for a 35% reduction
• Recovery objectives targeted at less than 30 minutes RTO and less than five minutes RPO
• Microsoft Teams adoption targeted at 95% of employees
• Artisan onboarding time targeted for a 40% reduction
• Manual administrative effort targeted for a 60% reduction through automation

About the Partner

Digitspot, established in 2011, continues to pursue its vision of helping both small and large-scale companies leverage cloud solutions to drive growth and innovation. As an AWS Advanced Partner, Digitspot remains committed to delivering world-class cloud strategies and implementations.