A globally recognized automotive manufacturer supports a large, distributed workforce operating across multiple regions. As the organization embraced a mobile-first, hybrid model, the way employees worked changed rapidly.
IT service delivery, however, had not evolved at the same pace. Support interactions were still heavily dependent on emails and phone calls, creating inefficiencies for both employees and service teams. As the remote workforce expanded, leadership recognized that employee experience and operational visibility were becoming critical risks.
To support its workforce effectively at scale, the organization needed to modernize how IT services were delivered, accessed, and managed.
IT support relied on disconnected channels. Requests arrived through emails, calls, and informal messages, making it difficult to track demand, measure performance, or ensure consistent service.
Employees lacked a centralized entry point for support. Access varied by region and device, resulting in an inconsistent experience that slowed resolution and increased frustration.
Visibility into service performance was limited. Without real-time tracking or reporting, teams struggled to understand workload, identify bottlenecks, or improve proactively.
The volume of repetitive inquiries continued to rise. Common requests consumed valuable time and resources, further slowing response times as demand increased.
These challenges were manageable in a centralized office environment. In a global, mobile workforce, they became unsustainable.
The organization partnered with CoreX to reimagine its employee support model using the ServiceNow platform.
A modern, self-service portal was deployed as a single destination for IT services, accessible from any device and designed for global scale. Employees could submit requests, find answers, and track progress through a consistent interface regardless of location.
IT workflows were streamlined through centralized request handling and automated routing, reducing manual effort and improving response efficiency.
The solution prioritized usability and accessibility. Mobile and multi-regional access ensured employees experienced the same level of support whether working remotely, traveling, or operating across time zones.
As adoption grew, the portal became a foundation for consistent, scalable service delivery across the organization.
The impact of the new support model was quickly visible. Active user adoption reached a significant portion of the workforce as the global rollout progressed, signaling strong employee engagement with the new experience.
Disconnected ticketing systems were consolidated, simplifying IT workflows and improving operational clarity. Mobile and multi-regional access ensured employees could get support when and where they needed it, reducing friction and delays.
The organization moved from reactive support to a more responsive, scalable service model aligned with how employees actually work.
What began as an IT modernization initiative evolved into a broader shift in employee experience.
By centralizing support on ServiceNow and designing for mobility and scale, the organization empowered employees to work more autonomously while giving IT the visibility needed to continuously improve service delivery.
The result was a support model built for a modern workforce: accessible, efficient, and ready to grow alongside the business.