Improving Customer Service for KAR Users

KAR Global helps sellers and buyers across the used vehicle industry with innovative, technology-driven remarketing solutions. KAR operates with over 21 business units and is headquartered in Carmel, Indiana. With over 800 agents in a dozen contact centers and multiple brands spread across the various business units, there was a disparity of systems within each contact center.

Read the case study to learn how KAR Global:

• Connected the organizations with a seamless integration of Salesforce and ServiceNow
• Enabled a consistent and improved agent experience across all business units moving to the cloud
• Provided better reporting on contact center trends and deal intelligence
• Leveraged quality management to enable supervisors to provide additional training