Case Study: Crutchfield achieves automated integrations and effortless advisor CX with Five9 Workflow Automation

Crutchfield Gives Advisors Effortless CX Tools with Five9 WFA

Crutchfield, a 50-year consumer electronics retailer known for its highly trained “advisors” and personalized support, faced a challenge modernizing its contact center. The company needed to move from a heavily customized on‑premises platform to the cloud while preserving deep integrations, automations, and the ability for managers to create workflows without overburdening IT.

Crutchfield adopted Five9’s Intelligent CX Platform and Five9 Workflow Automation (WFA), using CX Built‑in events and no/low‑code tools to recreate integrations, deliver real‑time screen pops, automate skill changes, broadcast critical events, and tailor responses (e.g., privacy requests). The result: faster, simpler development with fewer steps, improved advisor efficiency and personalization, reduced IT workload, and more reliable, event‑driven automation that enhances customer experience and compliance.

Crutchfield

Jeff Bingaman

Chief Information Officer