Case Study: Carhartt achieves automated, measurable and scalable retailer onboarding with ServiceNow

Service Automation Solves Process of Onboarding New Retailers

Carhartt, the family‑owned U.S. workwear maker, faced a slow, manual retailer onboarding process that relied on paper, email and in‑person handoffs. The workflow provided no visibility into status or document location, made prioritization and SLA enforcement impossible, and created bottlenecks that limited scalability and measurability.

Using the ServiceNow Service Automation Platform, Carhartt mapped the process and automated it incrementally—creating forms, graphical workflows, alerts, dashboards and reports to manage approvals, exceptions and routing. The result: faster, lower‑cost onboarding with measurable transparency and efficiency, higher retailer and employee satisfaction, and a broader push to apply similar automation across legal, HR, facilities and self‑service initiatives.

Carhartt

Nanette Luoma

Service Management Supervisor, Carhartt