Case Study Details

Maruti Suzuki India Limited (MSIL) is India’s largest passenger vehicle manufacturer, commanding over 40% of the domestic car market. Managing a vast, complex dealer ecosystem makes efficient dealer account management and liability reconciliation a critical operational priority at scale.

The Challenge

When a dealer was terminated, MSIL’s liability reconciliation process demanded coordination across 40+ departments each operating in isolation with no shared platform, no standardised format, and no real-time visibility. This result was a heavily manual, error-prone cycle that stretched reconciliation timelines and placed an enormous coordination burden on the admin team.

• Fragmented and Siloed Process (40+ departments)
• Weeks-Long Reconciliation Delays
• High Risk of Errors & Duplicate Entries
• No Real-Time Consolidated Visibility
• Lack of Accountability & Audit Trail

The Solution: Custom Scoped Application

Maruti Suzuki partnered with Aelum to build a purpose-built ServiceNow solution. Our team delivered a Custom Scoped Application & Data Model on ServiceNow, utilizing Flow Designer for process orchestration and role-based security via ACLs.

The Outcomes

Moving from a weeks-long, manually driven process to a real-time, governed workflow delivered measurable improvements across efficiency, accuracy, and management visibility.

• Single Source of Truth Established
• Faster Dealer Account Closures (Weeks to Hours)
• Minimised Financial Risk & Errors
• Full Transparency & Audit Readiness
• Higher Submission Compliance