Warranty costs that keep climbing. Quality escapes that should have been caught earlier. Dealers navigating three portals to answer one customer’s question. Vehicle orders submitted against configurations that changed last week. These aren’t four separate problems. They’re symptoms of the same one: fragmentation. The automotive manufacturers best positioned to respond quickly have stopped accepting siloed workflows and started connecting them.
Here’s the data: 64% of automotive manufacturers are using agentic AI. Only 9% are creating autonomous or multistep workflows. That gap between having AI and having AI connected to the workflows where it matters is what separates pilots from business impact.
ServiceNow has published a four-part series covering each of these challenges head-on, built specifically for automotive OEM operations teams. Each use case includes a short video walkthrough and a deeper-dive ebook.
Here’s what’s covered:
Quality Management — Production data, service reports, and warranty trends sit in separate systems. By the time a pattern becomes visible across all of them, it’s already a quality escape — or a recall. Connected quality workflows mean AI agents are monitoring signals across engineering, production, and warranty simultaneously, flagging variance across batches and triggering corrective action before the issue reaches a customer or stops a line.
Warranty & Recall — When a recall hits, the clock starts immediately. Claims spike. Each one needs VIN validation, eligibility checks, parts verification, and dealer routing and in most OEM environments, that’s four separate systems worked manually. The automotive manufacturers best equipped to respond quickly are connecting these workflows on one platform. When the claim arrives, the system already knows what to do. Stellantis runs warranty claims and recall campaigns for 14 brands and 380+ dealers this way.
Dealer Experience — During a recall, a dealer checks VIN eligibility in one portal, parts availability in another, booking slots in a third. The customer is still on hold. That friction doesn’t stay in the back office, it lands on your brand. Mercedes-Benz USA reduced dealer response time by 90% across 380+ dealers, deployed in 40 days, by giving dealers one connected view of everything they need to answer the question in front of them.
CPQ — Dealer Vehicle Ordering — In automotive, CPQ isn’t about negotiating a deal. It’s about making sure every dealer order reflects what can be built, priced, allocated, and delivered. When configuration, pricing, and allocation sit in separate systems, one spec change leaves dealers working from stale information and the problem only shows up when the order kicks back or the delivery date slips. Club Car runs dealer reorders 5x faster than their legacy process, with a 17% online conversion rate from their configurator.
The common thread
The automotive manufacturers moving fastest aren’t just running AI pilots. They’re connecting AI to the operational workflows where delay, rework, cost, and customer friction show up. That’s where AI stops being an experiment and starts changing how the business runs.
All four videos and ebooks are available at https://your.servicenow.com/servicenowforcrmforautomotive
