Case Study: CARiD regains customer loyalty and reduces handling times with NICE Systems' CXone

CARiD Improves Operations with NICE

CARiD is a technology-driven digital commerce company serving niche markets with custom infrastructure, 18 million unique SKUs and partnerships with 1,000+ distributors and vendors. After several years of continuous change the company lost market share and customer loyalty and needed deeper, enterprise-level customer insights to replicate NICE-led performance gains (previous reductions in AHT of 30% and AHLDT of 50%) and orchestrate a higher-value customer journey.

Using NICE CXone, CARiD implemented proactive CX workflows—strategically assigning subject matter experts to make outbound contact for abandoned carts and calls and automating the push of web-performance feedback to developers—while preparing to roll out AI-powered agent insights and product recommendations. The approach has driven improved sales and customer experience through faster issue resolution and better enterprise decision-making, energizing CARiD’s 120 agents who handle 12,000–60,000 monthly interactions.

CARiD

Ryan Gronlie

Senior Director of Operations