KAR Global Improves Customer Service and Operational Efficiency with Workflow Solution from Five9 and ServiceNow

Automotive remarketing leader improves customer satisfaction, solves customer issues, and avoids business disruptions

Five9, Inc., the leading provider of the intelligent cloud contact center, announced that global vehicle remarketing and technology solutions provider, KAR Global, deployed Five9 and ServiceNow to improve customer service and streamline operations.

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. Headquartered in Indiana, KAR’s physical, online and mobile marketplaces reduce risk, improve transparency and streamline transactions for customers in more than 80 countries.

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“KAR’s investment in digital platforms, data-driven solutions and innovation fueled our growth through acquisitions and that growth created a multi-platform customer service experience,” said Tom Fisher, CIO at KAR Global. “To truly redefine our customer experience strategy, we needed to rethink our technology solutions culminating in a multi-month evaluation of our internal operations and technology footprint which clearly laid out our strategy and vision.”

“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 collaboration services at KAR Global. “By being a market leader and providing superior customer support, we aim to be the customers’ automotive remarketer of choice.”

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Five9 worked with the client to quickly and efficiently implement the Five9 Genius™ Intelligent Cloud Contact Center to provide a fully scalable and flexible maintenance experience. The Five9 platform includes omnichannel support options such as email, chat, and social. Through the certified integration between Five9 and ServiceNow, KAR was able to connect the new cloud-based contact center from Five9 to the Now Platform® from ServiceNow to drive more productivity and deliver end-to-end customer service.

“ServiceNow is focused on creating innovative solutions that allow our customers to deliver great customer experiences that build trust and loyalty,” said Farrell Hough, SVP of Customer Workflows at ServiceNow. “ServiceNow’s technology integration with Five9 will enable customers like KAR Global to use a single workspace to improve customer service and streamline operations.”

“Five9 has invested heavily in our partners ecosystem, and we are proud of our ongoing relationship with ServiceNow, which delivers digital workflows that create great experiences and unlock productivity,” said Anand Chandrasekaran, EVP of Product Management at Five9. “With the combined solution from Five9 and ServiceNow, businesses like KAR Global can take advantage of intelligent omnichannel workflows in the native ServiceNow environment, which empowers customer service agents to provide great customer experiences that are both effective and efficient.”

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