Industry Pioneer in Auto Auctions, KAR Global, Deploys Five9 and ServiceNow to Improve Customer Service and Streamline Operations Across 75 Countries

Brian Schnack Senior Director, Product Management, CRM and Partner Ecosystem

Brian Schnack is an Iowa-born friend, parent, spouse, rugby teammate, and product manager. He attended West Point (where he moved fast and broke things), graduated from the University of Iowa, and ultimately moved to Santa Cruz. Brian has 20+ years’ experience designing and product managing the world's leading CRM- and Contact Center solutions.

March 2, 2020

Five9 is proud to share that auto auction industry pioneer, KAR Global, deployed Five9 and ServiceNow to drive a unified, simplified, and seamless customer and employee experience globally across its more than 200 operating locations.

KAR Global’s unique end-to-end platform provides buyers and sellers across the global wholesale used vehicle industry with innovative, technology driven remarketing solutions — including financing, logistics and other related services. KAR’s corporate charter is unmistakable: to power the world’s most trusted automotive marketplaces through innovation, technology and people.

With the continuous growth of the business through acquisitions, KAR Global asked: do their legacy customer service and contact center solutions empower its 15,000 employees to deliver the trusted customer experiences demanded by its customer base? If not – who can?

KAR Global’s answer was a customer service and contact center transformation to orchestrate simple, seamless, and intelligent customer and employee experiences with Five9 and ServiceNow.

“Our laser-focus on improving our customer experience required updating and integrating our technology solutions and, with the help of Five9 and ServiceNow, KAR is transforming the customer experience with seamless, streamlined communications,” said Adam Chobany, product manager for unified communications and contact center services at KAR Global.

KAR’s investment in digital platforms, data-driven solutions and innovation fueled its growth through acquisitions and that growth created a multi-platform customer service experience. To truly redefine its customer experience strategy, KAR Global needed to rethink its technology solutions culminating in a multi-month evaluation of its internal operations and technology footprint which clearly laid out a strategy and vision. With Five9, KAR Global and its employees are in control.

“KAR is determined to transform the customer experience by making each interaction a surprise and a delight. Five9 helps us and our agents break barriers, bringing us to the forefront of technology,” said Chobany after successful implementation.

As part of the transformation, Five9 worked with the client to quickly and efficiently implement the Five9 Genius^TM Intelligent Cloud Contact Center for a fully scalable, flexible, and smooth experience that is seamlessly integrated with ServiceNow. Supporting all versions of ServiceNow, including Classic and Agent Workspace, Five9 dramatically enhanced the agent and supervisor experiences.

“Five9 has invested heavily in our partner ecosystem and we are proud of our ongoing relationship with ServiceNow,” said Anand Chandrasekaran EVP of Product Management at Five9. “With the combined solution from Five9 and ServiceNow, businesses like KAR can take advantage of intelligent omnichannel workflows in the native ServiceNow environment, empowering the agent to deliver a transformative customer experience that is both effective and efficient.”

To learn more about Five9 and ServiceNow, click here.