Case Study: CarMax achieves 80% faster document completion and 30% less rework with Adobe (Adobe Sign and Adobe Experience Manager Forms)

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 about 800,000 vehicles sold annually, faced a paperwork challenge: state‑specific rules, an average of ~30 documents per transaction and millions of forms each year created slow, error‑prone workflows and long customer turnaround times. To deliver a true omnichannel buying experience and reduce associate burden, the company needed a scalable, flexible way to generate, manage and sign sales documents digitally.

CarMax’s eDocs team implemented Adobe Experience Manager Forms and Adobe Sign (with eOriginal for secure vaulting) to create dynamic, state‑specific templates and automated workflows that produce signature‑ready packets. The rollout digitized 22.4 million sales documents a year, cut payment‑extension completion time by 80%, reduced rework by 30%, lowered paper and storage costs, and enabled faster, more convenient omnichannel and contactless buying experiences.

CarMax

Jason Farneth

Senior Product Manager