Dealer and OEM support custom API

  • Release version: Australia
  • Updated July 14, 2026
  • 2 minutes to read
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    Summary of Dealer and OEM support custom API

    This content explains how automotive OEMs and their dealer networks can streamline warranty claim processing by using a custom API configured within the ServiceNow Dealer Integration Framework. The scenario focuses on Alectri, an OEM whose dealers submit repair orders through various Dealer Management Systems (DMS), highlighting the challenges of manual data submission, manual claim creation, and rigid integration standards.

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    Key Features

    • Custom API Configuration: Enables retrieval of repair order details directly from each dealer’s unique DMS setup, overcoming integration rigidity.
    • Automated Claim Creation: Using MCO for Warranty Claims, repair order data including parts, labor, and services is automatically converted into warranty claims without manual intervention.
    • Phased Integration Process: The four phases include configuring the API to dealer DMS, retrieving repair data, creating claims in MCO, and monitoring claim status in real time.
    • Inbound DMS Integration Setup: Mapping of STAR XML payloads to MCO records enables smooth data exchange and claim processing.

    Key Outcomes

    • Eliminates manual submission of repair order details by dealers and manual claim creation by OEMs.
    • Supports flexible integration tailored to each dealer’s DMS, rather than relying on a fixed standard.
    • Enables real-time tracking of claim creation and status as repair order data arrives.
    • Improves efficiency and accuracy in warranty claim processing, reducing administrative overhead for both dealers and OEMs.

    In summary, this custom API integration within ServiceNow’s Dealer Integration Framework empowers OEMs like Alectri to automate and customize warranty claim workflows across diverse dealer systems, resulting in faster, more reliable claim submissions and processing.

    Use case scenario demonstrating dealer and OEM support for warranty claims using a custom API.

    Scenario

    Alectri, an automotive OEM, relies on its dealer network to submit repair order details for warranty claims. A customer brings a vehicle to a dealership for a covered repair. The service advisor then creates a repair order in the dealer management system (DMS) for a technician to investigate. The technician identifies the parts and labor required, fixes the vehicle, and updates the repair order in the DMS with the labor and parts used.

    Turning that repair order data into a claim, across a dealer network that doesn't share one DMS setup, creates several challenges:

    • Manual data submission: Dealers manually submit repair order details to the OEM to create each claim.
    • Manual claim creation: The OEM manually creates the claim from the submitted repair order details.
    • Integration rigidity: A fixed integration standard doesn't accommodate every dealer's DMS setup.

    Solution

    Alectri configures a custom API in the Dealer Integration Framework to retrieve repair order details directly from each dealer's DMS. MCO for Warranty Claims uses this data to automatically create the resulting claims. The integration follows four phases:

    1. Configure: Build the custom API configuration in the Dealer Integration Framework to match the dealer's DMS setup.
    2. Retrieve: Pull repair order details from the DMS, including repair performed, part codes used, labor codes used, and external services used.
    3. Create: Automatically create a claim in MCO using the retrieved repair order details.
    4. Monitor: Track claim creation and status in real time as repair order data arrives from each dealer.

    The Set up inbound DMS integration describes how to set up the custom API configuration and map STAR XML payloads to MCO records.

    Benefits

    Compare the impact of using MCO DMS integration.
    Table 1. DMS integration benefits
    Without MCO With MCO DMS integration
    Dealer submits repair order details to the OEM to create a claim. The custom API configuration built in the Dealer Integration Framework retrieves the repair order details.
    OEM creates the claim from the submitted repair order details. MCO automatically creates the claim using the retrieved repair order details.
    OEM is limited to a fixed integration standard regardless of their DMS setup. OEM configures the API to match their own Dealer Integration Framework setup.

    Outcome

    After the technician updates the repair order in the DMS, Alectri's custom API configuration in the Dealer Integration Framework retrieves the repair order details. MCO then automatically creates the claim using the retrieved details, without manual submission or a fixed integration standard.