Case Study: Cars.com achieves faster, automated workflows and major time savings with ServiceNow

Cars.com Tasks ServiceNow Platform for Speeding Business Processes

Cars.com, a Chicago-based online destination for car shoppers, faced fragmented, spreadsheet-driven processes across IT and other departments that caused version-control issues, slow handoffs and poor visibility into work. Managing requests in SharePoint, Word and disparate tools left teams siloed, made reporting difficult and blocked mobile access for on-the-ground staff like facilities.

Cars.com implemented ServiceNow as a single system of record and built custom apps for facilities, employee onboarding, operations turnover, Kanban-style task boards and more. The platform enabled mobile incident handling and automated workflows, letting two facilities engineers increase ticket resolution from ~40 to 100+ per month, HR save 300 hours/year, IT save over 1,000 hours/year, and 90% of new hires receive hardware and access on day one—while improving visibility, scalability and the perceived value of IT.

Cars.com

April Carter

IT Operations Manager