Omnea is an AI-native procurement platform that connects every person, step, and system so buying is fast, safe, and efficient – one place to request, automated approvals and renewals, real-time supplier risk, and complete spend visibility.

Being AI-native isn’t just how Omnea builds its product. It’s how they run their business. When customer volume grew 75% in six months, the Technical Solutions team didn’t reach for headcount. They reached for better tooling.

The challenge

Omnea interfaces with the finance, legal, risk, security, and IT teams of their customers, and their support issues reflect that complexity. A single ticket might involve a broken integration, a feature flag misconfiguration, a task status out of sync between the front end and the database, or a subtle bug buried deep in the request lifecycle.

Their Technical Solutions team had built something rare: a support function that operated with genuine engineering depth and deep functional expertise. They didn’t escalate to get answers. They went and found them so that Customers got not just a rapid response, but a rapid resolution too. But as Omnea’s customer base grew rapidly, the investigative work behind every ticket was becoming the bottleneck.

A typical investigation required:

• Filtering Datadog logs by function name and time window to isolate the right trace

• Cross-referencing request state in the database to understand what actually happened

• Validating the configurations for the customer in LaunchDarkly

• Checking code in GitHub for expected product behavior

• Escalating to engineering via Linear when a deeper codebase fix was required

The information existed. It just lived in five different places, and pulling it together took time the team didn’t always have.

For 95% of tickets, it’s going to be like five or six clear suspects. But even knowing that, you still have to go find the right logs, isolate the right traces, confirm the state of various different artifacts, and piece together what actually happened into a coherent response so that the customer feels fully in the loop. That’s the bit that takes time.

Harry T, Technical Solutions Lead

The solution

Omnea didn’t redesign their process. They made it dramatically more powerful.

Decimal integrated directly into Pylon, Omnea’s existing support platform, with no unnecessary or time-consuming changes to how the team operates. When a ticket is created, Decimal processes it automatically in the background, leveraging ticket metadata, querying Datadog logs, tracing the relevant code paths in GitHub, and drafting an investigation report directly inside the ticket, before a Technical Solutions engineer even opens it.

The team still works exactly as they did before. The difference is what’s waiting for them when they arrive.

The success of this project meant a rapid follow-on beyond ticket resolution. Omnea deployed Decimal’s Slack bot across the entire team. Rather than just a simple Q&A tool, it became something more powerful: a way for their Implementation, Solutions, and Product teams to bring in real customer scenarios, explore what configurations are available, and solve real-time deployment issues, all grounded in Omnea’s source of truth. Expert-level technical understanding, available to the whole team, instantly.

“The accuracy means we’re no longer blocked waiting for answers by the availability of the technical teams. We can move fast, explore configurations, and get to the right solution for the customer without having to pull in engineering every time.”

Sarah Zou, Head of Implementation - Mid Market

Example: diagnosing an integration failure

A common issue reported by customers involves a stalled integration, when a workflow step that involves interacting with a third-party system fails without a clear reason.

The cause could be any number of things: a missing field in the outbound payload, a feature flag enabled for one customer but not another, a task status out of sync between the front end and the database, or a foreign key violation in a recent data sync.

Before Decimal, the team had to manually sift through and isolate platform logs, Datadog traces, and cross-reference the request state in the database to find the answer. Now Decimal runs that investigation automatically - extracting the relevant information from the ticket metadata, querying Datadog logs with appropriate filters, analyzing the surrounding code, and drafting a response with next steps for the engineer to review in order to resolve and craft a rapid response.

“In a recent case where a bug was introduced into prod (a new error we’d never seen before), without me even asking, Decimal deciphered it, and not only identified the disconnect between the front end and the back end, but surfaced 12 other affected requests I could proactively resolve for the Customer to minimize their disruption.”

Hugo C, Sr. Technical Solutions Specialist

The result

Omnea’s customer volume grew 75% in H2 2025. The leadership prioritized supercharging the team with the right AI tool rather than adding headcount and bureaucracy.

That’s the headline. But the deeper change is in how the team operates day to day.

Technical Solutions engineers start every ticket with the investigation already complete no more manually stitching together Datadog, Hasura, and GitHub before they can even begin to respond. They now average a 3.8 minute response time across every single ticket at an enterprise scale, and a 1.9 hr average full resolution time - faster than most businesses even respond to a P1 Critical Issue.  

The Customer and Product teams move at a pace that wasn’t possible before, bringing customer scenarios to Decimal and iterating toward answers independently. The knowledge base grows continuously as Decimal drafts articles from resolved tickets, keeping documentation current as Omnea ships new features.

And because Decimal is grounded in Omnea’s actual codebase, every answer whether it’s a ticket investigation or a Slack response reflects how the product actually works. 

For a company that builds AI into the fabric of how enterprises buy, it’s exactly the standard they hold everything else to.

“Decimal often goes deeper into the investigation than we’d have time to do ourselves and that context makes a real difference when we’re responding to customers. We want to be unreasonably helpful, and Decimal helps us do that”

Harry T, Technical Solutions Lead