Case Study: KAR Global improves customer service with Five9

KAR Global streamlines 85,000 monthly calls with Five9

KAR Global, a leader in auto auction and vehicle remarketing services, faced challenges due to disparate contact center systems across its many business units. This disparity created inconsistent customer experiences and hindered agent efficiency. To achieve its goal of a streamlined and seamless customer service operation, KAR Global partnered with Five9 to implement its cloud contact center solution.

By deploying the Five9 platform with integrations for ServiceNow and Salesforce, KAR Global consolidated its systems. The solution provided valuable insights through trend analysis, empowered supervisors with self-service reporting, and introduced features like scheduled callbacks. This resulted in improved operational metrics, including reduced wait times and abandonment rates, and allowed the company to decommission legacy systems, quickly reducing its technical debt.

KAR Global