Cox Automotive growth provides opportunity to improve HR service delivery
A leading provider of products and services for the automotive industry, Cox Automotive has grown quickly through acquisition of many industry-leading automotive brands, including Kelly Blue Book, Autotrader, and Manheim. A subsidiary of Cox Enterprise, Cox Automotive now operates in more than 200 countries globally.
When Cox Automotive acquired AutoTrader, it immediately saw the power of ServiceNow IT Service Management, which was already in place at AutoTrader. As a result, Cox Automotive rapidly expanded its use of ServiceNow service desk capabilities across other major brands—including Manheim—replacing several legacy help desk systems.
According to Donna Woodruff, Director of Team Member Experience and Service Management, “ServiceNow delivers a great user experience, and it’s incredibly easy to stand up new services from a back-end perspective. With everything in one place, we respond more effectively to incidents, and we can measure and improve our performance.”
Cox Automotive quickly realized that ServiceNow also had huge potential beyond IT. The company operates two employee service centers in the US, serving the human resources (HR) needs of its 25,000 employees.
With ServiceNow, automation and self-service deliver better response times and enable a tiered support model
Cox Automotive chose ServiceNow HR Service Delivery to transform the way its service centers serve employees. At the time, the two service centers were buried under calls and emails and struggled to respond effectively to employees’ needs. By creating an HR self-service portal, automating processes, and movingto a tiered support model, the company would increase responsiveness and free service center call agents to handle more complex employee HR inquiries in these areas.
Using ServiceNow HR Service Delivery, Cox Automotive rolled out a complete solution in just 60 days. Michael Greenfield, Senior Business Analyst, says that, “ServiceNow gave us what we needed out of the box. We could accomplish virtually everything we wanted just through configuration, and we didn’t need experienced technical staff to get things done. We did all the work in-house with just two resources.”
Now, employees use the ServiceNow HR self-service portal to instantly access widely used HR services–everything from updating personal information to finding out how to enroll for health or 401(k) benefits. Cases are automatically routed to the right HR expert, whether they are opened through self-service or by the service center.