Case Study: CarMax achieves a seamless omni-channel car-buying experience with Salesforce Customer 360

How CarMax Is Disrupting Automotive Retail for a Second Time

CarMax, the largest U.S. used‑vehicle retailer known for building customer trust, set out to reimagine car buying for a generation that expects control and seamless digital‑to‑in‑store experiences. The company needed to create a single, flexible journey customers could start online and finish in person—while quickly adapting to pandemic constraints and higher expectations for personalization and speed.

CarMax implemented Salesforce Customer 360, a centralized customer view, AI‑driven recommendations and message routing, remote contact centers, and apps and workflows for associates—plus curbside and home delivery options. The platform scaled quickly (curbside rolled out nationwide in under three weeks), boosted associate productivity and training speed, and delivered more personalized, efficient transactions that reinforced customer trust and accelerated ongoing innovation.

CarMax

Shamim Mohammad

Chief Information and Technology Officer