Case Study: Aaron's halves call volume and cuts fulfillment times by 95% with ServiceNow

Aaron’s - Customer Case Study

Aaron’s, a leading lease‑purchase retailer with more than 1,860 stores in the US and Canada (and the Progressive Leasing network at ~19,000 locations), faced a major internal challenge: a legacy IT ticketing tool that was hard to customize, lacked reporting, and forced their call center to handle roughly 1,500 calls a day with no self‑service options.

Aaron’s implemented ServiceNow for IT service management, orchestration, and rapid application development, rolling out a self‑service portal and more than 20 custom apps (e.g., direct shipping, customer feedback, insurance claims). The result: call volume fell by 50%, fulfillment times dropped by more than 95%, faster six–to–eight‑week app builds, better integrations and visibility across the enterprise, and measurable process improvements appreciated up to the C‑suite.

Aaron’s

Tim Alman

IT Service Management Manager