Cox Automotive

When Cox Automotive acquired AutoTrader, the company immediately saw the power of AutoTrader’s ServiceNow ITSM platform and rapidly expanded its capabilities across other brands. At the time, two HR service centers serving 25,000 employees were buried under calls and emails, and were struggling to respond effectively to employees’ needs. With the help of ServiceNow, Cox Automotive created an HR self‑service portal, automated processes, and moved to a tiered support model, increasing responsiveness and freeing up service center call agents to deal with more complex employee HR inquiries.