Auto Retailer Enhances Operational Efficiency and Reduces Tech Debt

Written by Michael Henderson | Apr 14, 2025 6:58:33 PM

This U.S.-based automotive retailed struggled with maintaining and enhancing their ServiceNow platform due to unreliable partnerships and talent gaps, ultimately transforming their capabilities through Thirdera, a Cognizant company's strategic guidance and platform expertise.

Project Snapshot

20+

custom reports deployed

10+

catalog items and workflows deployed

key system integrations

Client size: 25,000+ employees

Client industry: Automotive retailer

Client location: U.S.

Key Challenges

	Lack of reliable ServiceNow expertise to support growing platform demands.
	Previous unsuccessful partner relationships creating technical debt.
	Need for strategic platform enhancement with minimal customization.
	Absence of internal technical leadership to guide ServiceNow development.

Our Solution

Thirdera implemented a dual-approach strategy combining expert consulting with platform enhancements:

	Strategic partnership Established Thirdera's Thrive program to provide expert platform support while helping client hire an internal ServiceNow architect as a strategic liaison.
	Seamless integrations Connected critical third-party systems including Rapid7, SolarWinds, Splunk, and Tanium, ensuring synchronized data across the ServiceNow ecosystem.
	Workflow automation Developed custom catalog items and improved Change Request flows through ServiceNow Flow Designer, creating tailored user experiences and streamlining approval processes.
	Intelligence delivery Created over 20 customized reports and comprehensive dashboards to deliver actionable insights to stakeholders through scheduled distribution.

The Result

	Modernized platform Complete environment management including multiple clones and upgrades ensuring the latest ServiceNow capabilities.
	Enhanced user experience Implementation of Virtual Agent automation for ITSM processes, dramatically improving support efficiency.
	Streamlined communication Custom inbound actions configured to intelligently process and route emails to appropriate record types.
	Technical foundation Successful two-pronged approach with Thirdera's expertise complementing new internal architecture leadership.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

View full post