Case Study: CarMax achieves 30% less rework and 80% faster document turnaround with Adobe Acrobat Sign

CarMax Makes the Online Car Buying Experience Even More Convenient With Adobe Sign and Adobe Experience Manager Forms

CarMax, the largest used-car retailer in the U.S. with 220 stores and roughly 200,000 vehicles sold annually, faced a major paperwork challenge: processing roughly 24 million documents a year (about 30 per transaction) across different state requirements while moving to an omnichannel customer experience. The company needed to simplify and speed transactions, give customers flexible online and in-store options, and reduce the administrative burden on store associates.

CarMax implemented Adobe Sign and Adobe Experience Manager Forms to create dynamic, state-customized templates, automate document generation and workflows, and integrate secure vaulting for certain loan documents. The rollout cut rework by 30%, reduced payment-extension completion time by 80% (from about 10 days to 1–2 days), sped overall document processing, lowered paper/toner/storage costs, and enabled contactless curbside pickup and more convenient e-signing options for customers.

CarMax

Jason Farneth

Senior Product Manager