Case Study: CarLotz achieves improved service and 3x more leads with Microsoft Dynamics 365

Car consignment store drives improved service and productivity with customer data in the cloud

CarLotz is a Richmond‑based consignment retailer that sells used cars on behalf of individuals, corporations, and fleet owners through six brick‑and‑mortar stores. As the business scaled from a single location, the company needed a fully cloud‑based way to manage inventory, leads, buyer/seller communications, and paperwork while keeping overhead low and improving customer trust and convenience.

CarLotz implemented Microsoft Dynamics CRM Online (Dynamics 365 for Customer Service) with SharePoint Online and third‑party integrations for email parsing, web capture and DocuSign. The solution centralized inquiries and documents, introduced a one‑click consignment workflow that cut a 30‑minute process to a single action, and automated status updates to sellers—allowing the company to handle three times as many leads with the same staff and reduce auditing and manual work.

CarLotz

Dan Valerian

CTO