Industry
Automotive Manufacturing
Services
Consulting and Implementation
Solution
ServiceNow Dealer App
Region
Chicago, Illinois, US
The automotive OEM turned to Aelum Consulting’s ServiceNow experts to launch a customer mobile Dealer App that integrates with existing enterprise systems.
The Company: Global Automotive Manufacturer
The automotive manufacturer, headquartered in Chicago, Illinois, has been engineering dependable American-made vehicles. With 5000+ employees and a network of 500+ dealerships across North America, they specialize in purpose-built commercial fleet vehicles and family SUVs designed for real-world durability. Their competitive advantage lies in customization capabilities and fleet-focused service models that address unique operational requirements for municipal, emergency, and commercial clients.
The Challenge
From disconnected systems and limited visibility to improved network performance.
The client’s operations were fragmented across platforms, real-time data remained out of reach, communication between OEM and dealers was inconsistent, and field teams worked without the tools they needed. The primary challenges were:
- Teams struggled without real-time access to critical sales data, inventory levels, and service requests, slowing decision-making and response times across the organization.
- Service scheduling and warranty claim management relied on manual processes, creating frequent errors, administrative bottlenecks, and costly delays in claim resolution.
- Fragmented systems and disconnected tools prevented seamless communication between OEM headquarters and dealer networks, creating operational silos and strategic misalignment.
- Sales tracking remained inefficient and desk-bound, with field agents lacking mobile access to customer data, real-time inventory, and pipeline information.
- Leadership had limited visibility into individual dealer performance metrics, customer satisfaction scores, and service quality trends across the dealership network.
The Goal
The global automotive manufacturer aimed to transform dealer network operations by automating manual warranty processes, establishing real-time visibility across all dealerships, and enabling seamless OEM-dealer collaboration. The objectives were to accelerate claim processing, reduce support burden through self-service capabilities, improve dealer satisfaction, and provide leadership with complete transparency into network performance, compliance, and service quality.
The Solutions
Transforming dealer network operations with ServiceNow solutions
By designing and launching a mobile Dealer App built on the ServiceNow Platform, the app seamlessly integrated with existing enterprise systems and was rolled out to all dealerships globally.
- Warranty Claim Management: Automated submission, review, and approval of claims
- Dealer Onboarding & Support: Digitized dealer onboarding with guided workflows and self-service portals
- Knowledge Management: Centralized knowledge base with OEM bulletins, SOPs, and troubleshooting guides.
- Case Management: Efficient handling of dealer queries with auto-rooting and SLA-based resolution
- Real-time Communication: Chat and notification features to enable seamless OEM-dealer collaboration.
ServiceNow Tech Stack Used For:
ServiceNow App Engine
The Outcomes
After the successful implementation of ServiceNow solutions, the client experienced measurable improvements across operations, dealer satisfaction, and compliance. Leadership gained complete transparency, dealers worked more efficiently, and the entire network operated as a connected ecosystem. Key business outcomes included:
- Accelerated Claim Processing: Automated workflows reduced warranty claim processing time, eliminating bottlenecks and enabling faster reimbursements for dealers across the network.
- Reduced Support Burden: Self-service capabilities and centralized knowledge base adoption cut dealer support tickets, freeing internal teams to focus on complex issues.
- Elevated Dealer Satisfaction: Streamlined operations, faster resolutions, and improved communication drove increase in dealer satisfaction scores across all touchpoints and service interactions.
- Complete Lifecycle Visibility: The platform delivered complete transparency into claim status, approvals, and timelines, giving both OEM and dealers real-time insights into every transaction.
- Enhanced Compliance Confidence: Automated audit trails, integrated reporting dashboards, and standardized workflows strengthened compliance posture and simplified regulatory reporting requirements.