Case Study: KAR Global achieves streamlined workflows and improved customer service with Five9

Improving Customer Service for KAR Users

KAR Global, a leader in auto auctions and vehicle remarketing with more than 21 business units and 17,000 employees, faced fragmented contact-center systems across a dozen sites and 800+ agents. The inconsistent technology caused long call times, high abandonment rates and limited visibility into trends, hindering KAR’s goal to deliver a seamless, efficient customer experience.

After an RFP, KAR chose Five9 and rolled out cloud contact-center integrations with ServiceNow and Salesforce (including the Five9 Adapter), enabling caller-ID “KnowMe” lookups, callbacks, quality management and supervisor-built reporting. The result: faster average time to answer, lower abandonment, richer business intelligence across 85,000 monthly inbound calls, reduced technical debt from legacy seats, and more empowered agents and supervisors.

KAR Global

Adam Chobany

Product Manager for Unified Communications and Collaboration Services