Case Study: Santander Consumer USA achieves 80% faster incident and change handling and consistent IT service quality with ServiceNow

Santander Consumer USA - New Economy Demands Increased IT Service Speed and Consistent Quality

Santander Consumer USA, a fast-growing automotive finance company with a $4.9 billion non‑prime portfolio and about 1,400 employees, needed to move faster while maintaining consistent IT service quality. With no single owner of ITIL practices, fragmented incident/problem/change processes, and manual, document‑based release tracking, the IT organization faced cultural resistance and tool limitations that slowed restoration and obscured root causes.

Santander invested in ITIL training and deployed ServiceNow to unify incident, problem, change, release, project, asset and service‑catalog workflows, automating approvals, notifications and lifecycle tracking. The result: creation times dropped by 80% (service desk tasks went from 10 to 2 minutes), duplicate data and rekeying were eliminated, recurring incidents fell, reporting improved, assets are fully tracked, rollout took 2.5 months, and the company avoided a six‑figure upgrade by implementing ServiceNow for $33,000.

Santander Consumer USA

Kimberly Rogers

IT Change Manager