Case Study: Carvana achieves scalable, mobile communications and better post-delivery customer support with RingCentral

RingCentral Supports Car Retailer’s Fast Growth and Ensures that After-Delivery Questions Go to the Right Person

Carvana is an e‑commerce used‑car retailer that replaces traditional dealerships with online search, financing and delivery, plus car vending machines and a Fly and Drive option. As the company scaled, Carvana found that External Advocates were using personal cell phones for after‑delivery questions, which often sent customers to the wrong person and fragmented service.

Carvana moved off its hardware PBX to RingCentral, using the RingCentral Mobile app and softphones, RingCentral interactive voice response (IVR), and integrations with G Suite and Okta (including automated provisioning and Single Sign‑On). The cloud‑based solution gave admins call analytics and rapid provisioning—supporting growth from eight to 33 markets and 40 locations—while External Advocates now field customer calls from regional Carvana numbers, improving responsiveness and the overall customer experience.

Carvana

Imran Kazi

Director of Technology Services