Case Study: CARFAX achieves faster, unified customer service with Five9 Salesforce integration

Driving Faster Customer Service With Five9 Salesforce Integration

CARFAX, owner of the world’s largest vehicle history database and a major user of Salesforce CRM, faced inefficiencies in its Centreville, VA contact center where 130 agents had to toggle between systems to help customers, dealers, and partners interpret vehicle reports. That lack of integration slowed response times and produced incomplete customer views, undermining the seamless service CARFAX customers expect.

By deploying Five9’s cloud contact center fully integrated with Salesforce (Lightning, Sales Cloud, Service Cloud via Open CTI/Lightning CTI), agents gained a single platform with unified call controls, chat and email capabilities, and instant access to customer data. The integration delivered measurable improvements — 85% of calls answered within 12 seconds — plus streamlined workflows, better deal intelligence, a one-platform experience, and higher customer experience scores.

CARFAX

Davo Muttiah

Change Manager