CARFAX Success Story

CARFAX Success Story Screenshot

Salesforce plays a major role in CARFAX’s customer support agent’s understanding of the customer’s identity and history with the organization. But without a strong integration between their contact center and Salesforce, they were manually tasked with working between two systems that did not talk to each other. This led to unnecessary delays in responding to customers and often an incomplete view of the customer. This case study outlines how they were able to improve agent workflows, provide valuable insights into trends and deal intelligence, provide agents with a smooth “one platform” integrated experience, and improve customer experience scores using Five9's Salesforce Integration.

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