Case Study: Cox Automotive achieves HR transformation for 25,000 employees with ServiceNow

Cox Automotive Transforms HR Services for 25,000 Staff

Cox Automotive, a global provider of automotive products and services with 25,000 employees across 200+ locations and brands like Kelley Blue Book, AutoTrader and Manheim, faced overwhelmed HR service centers buried under calls and emails, limited self-service options, and little data to track performance.

Using ServiceNow HR Service Management, Cox rolled out an HR self-service portal and automated case routing in just 60 days, enabling a tiered support model that freed agents to handle complex issues, boosted responsiveness, and delivered reporting and metrics for continuous improvement — with plans to expand service automation across HR and IT.

Cox Automotive

Donna Woodruff

Director Team Member Experience & Service Management