Case Study Details
Digitizing Dealer Interactions & Sales Tracking with ServiceNow
A global automotive manufacturer, headquartered in Chicago, Illinois, specializes in purpose-built commercial fleet vehicles and family SUVs. With 5000+ employees and a network of 500+ dealerships across North America, they required a connected ecosystem to manage customization and fleet-focused services.
The Challenge
The client’s operations were fragmented across platforms, real-time data remained out of reach, and communication between OEM and dealers was inconsistent. Service scheduling and warranty claim management relied on manual processes, creating frequent errors and administrative bottlenecks.
- No real-time access to critical sales data & inventory
- Manual warranty claim management leading to errors
- Fragmented systems preventing seamless OEM-dealer communication
- Inefficient desk-bound sales tracking
- Limited visibility into dealer performance metrics
The Solution: Custom Mobile Dealer App
Aelum launched a custom Mobile Dealer App built on the ServiceNow Platform. The app integrated seamlessly with existing enterprise systems and provided automated submission, review, and approval of claims, digitized dealer onboarding, and centralized knowledge management.
The Outcomes
The implementation delivered measurable improvements across operations, dealer satisfaction, and compliance. Leadership gained complete transparency, and dealers began working more efficiently within a connected ecosystem.
- 60% Faster Claim Processing Time
- 40% Reduction in Dealer Support Tickets
- 35% Increase in Dealer Satisfaction Scores
- Complete transparency into claim lifecycle
- Strengthened compliance posture & audit readiness
Let's Build Future Together.
