Intelligent automation drives a 65% efficiency gain for JM Family

Customer

JM Family

Location

Deerfield Beach, Florida

Industries

Automotive

Offerings

Consulting & Engineering Services

Services

Data & AI

Customer Stories | September 25, 2025

Intelligent automation drives 65% efficiency gain for JM Family

In the automotive industry, complexity doesn’t just sit under the hood or in the systems that keep cars running.

From financing and insurance paperwork to vehicle distribution and dealer support, layers of manual processes slow down operations, increase risk and frustrate customers who expect speed and transparency.

Automobile companies find themselves under constant pressure to deliver faster results, at lower cost and without compromising quality. For many, the question is no longer whether to automate, but how to implement automation in a way that scales and delivers measurable value.

Rising to the challenge

JM Family Enterprises, a $22.8 billion diversified automotive and services company, tackled this question head-on. With subsidiary businesses spanning across vehicle distribution, processing, and financial and retail services, the company faced growing pressure to work faster and smarter without piling on complexity. Routine tasks in areas like application support, identity management and security operations were time-consuming, error-prone and creating unnecessary risks.

And automation quickly became a clear priority.

Automation as-a-service

JM Family turned to its trusted partner of more than 14 years: DXC. Together, the teams designed and delivered a managed services model for robotic process automation (RPA) to ensure that JM Family’s automation estate remained reliable and scalable. The cloud-based platform service included:

12x5 monitoring of RPA bots
Daily operational reviews
Automated ticketing and alert resolution
Standardized change management
Environment updates and release management

This robust framework created a foundation for continuous improvement and seamless operations across JM Family’s digital landscape.

By automating routine tasks, such as retail address changes, end-of-term vehicle tracking and bankruptcy notifications, RPA frees associates from the repetitive work so they can focus on supporting customers, solving problems and driving the business forward.

Transformative outcomes

The impact of this collaboration was clear. Within three years, JM Family achieved 100% compliance with service level agreements for both response and resolution targets in RPA services. More than 100 automations were deployed across multiple business units, delivering:

65% productivity savings
45% cost reduction
4,000 hours saved annually

Through proactive incident management and preventive maintenance, the company benefited from enhanced business continuity and released more than 20 service enhancements that further streamlined operations.

Building on this success, DXC is now helping JM Family scale automation across the enterprise: digitizing end-to-end workflows, reducing costs and equipping its associates with smarter, more connected tools.

Reflecting on the impact of the partnership, Ismail Jamal, ITS Delivery Lead, JM Family noted, “DXC’s commitment has transformed what was previously manual and time-intensive into a far more efficient and manageable operation.”

The big picture

The partnership between DXC and JM Family shows how delivering RPA through a managed services model can drive measurable results across an enterprise.

In the automotive sector, where digital capabilities must advance without compromising reliability or trust, RPA provides the scale and stability to meet rising expectations. By embedding automation strategically, organizations can boost efficiency, strengthen resilience, and foster continuous innovation—offering a blueprint for any business aiming to thrive in a digital-first economy.