Case Study: DriveTime achieves company-wide process automation with Vivantio ITSM

Vivantio ITSM Helps DriveTime Automate Key Business Processes Company-wide

DriveTime, a large used auto retail and finance company with 123 dealerships across 21 U.S. states, needed a more scalable way to handle a rising volume of IT incidents and support requests. Its outdated incident management tool could not keep up with the company’s growth or support the needs of other internal departments, and the IT team was struggling to manage workflows spread across scattered email chains.

Vivantio provided the ITSM platform that DriveTime used to centralize requests, automate routing and escalation, and apply workflow rules across the business. The solution expanded from an IT incident tool to about 40 groups company-wide, processing roughly 125,000 incidents per year, while helping DriveTime handle a jump from 50–75 tickets a day to more than 250 without adding staff.

DriveTime

Michael Hofer

Associate Systems Engineer