RingCentral Case Studies RingCentral Supports Carvana's Rapid Growth and Enhances Customer Service

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	RingCentral Supports Carvana's Rapid Growth and Enhances Customer Service RingCentral

RingCentral Supports Carvana's Rapid Growth and Enhances Customer Service

RingCentral

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - Autonomous Driving Sensors
Applicable Industries	Automotive Retail
Applicable Functions	Logistics & Transportation Procurement
Use Cases	Smart Parking Vehicle-to-Infrastructure
Services	System Integration
Challenge	Carvana, a fast-growing online used car retailer, was facing a communication challenge. The company's unique business model, which includes home delivery of vehicles and car vending machines, was being hampered by outdated communication practices. Carvana's External Advocates, the employees who deliver cars to customers' homes, were using their personal cell phones to communicate with customers. This led to a situation where post-delivery queries from customers, such as how to register the vehicle or operate its navigation system, were directed to these External Advocates who did not necessarily have the answers. The company needed a solution that would direct these calls to the right place, ensuring that customers received accurate and timely information. Additionally, the company's hardware-based PBX system was not scalable enough to support Carvana's rapid expansion from eight to 33 markets and 40 business locations across the US in just 18 months. Read More
About Customer	Carvana is a revolutionary online used car retailer that is changing the way people buy cars. Founded in 2012 and headquartered in Tempe, Arizona, the company has over 1300 employees. Carvana's e-commerce platform, unique car vending machines, and home delivery service offer consumers an easier and more convenient way to buy a used car. Customers can search through an inventory of over 7,300 cars, finance, purchase, and trade in a car, all online. In 2016, customers who purchased a car through Carvana saved an average of $1,430 compared to the Kelley Blue Book suggested retail value. The company has experienced rapid growth, expanding from eight to 33 markets and a total of 40 business locations across the US in just 18 months. Read More
Solution	Carvana's Director of Technology Services, Imran Kazi, decided to replace the company's hardware-based PBX system with RingCentral. This cloud-based communication platform offered the mobility support that Carvana needed, with the RingCentral Mobile app solving the problem of External Advocates receiving post-delivery calls on their personal cell phones. The scalability of the RingCentral platform was also a key factor in its selection, as it could support Carvana's rapid growth. Furthermore, RingCentral's integrations with G Suite and Okta were beneficial. The integration with Okta enabled Carvana to automate the provisioning of new RingCentral users directly from Carvana's Okta directory, streamlining the process of adding new employees. RingCentral was deployed across the organization, including at the Carvana headquarters, regional locations, and to the External Advocates. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive

Retail

Applicable Functions

Logistics & Transportation

Procurement

Use Cases

Smart Parking

Vehicle-to-Infrastructure

Services

System Integration

Challenge

Carvana, a fast-growing online used car retailer, was facing a communication challenge. The company's unique business model, which includes home delivery of vehicles and car vending machines, was being hampered by outdated communication practices. Carvana's External Advocates, the employees who deliver cars to customers' homes, were using their personal cell phones to communicate with customers. This led to a situation where post-delivery queries from customers, such as how to register the vehicle or operate its navigation system, were directed to these External Advocates who did not necessarily have the answers. The company needed a solution that would direct these calls to the right place, ensuring that customers received accurate and timely information. Additionally, the company's hardware-based PBX system was not scalable enough to support Carvana's rapid expansion from eight to 33 markets and 40 business locations across the US in just 18 months.

About Customer

Carvana is a revolutionary online used car retailer that is changing the way people buy cars. Founded in 2012 and headquartered in Tempe, Arizona, the company has over 1300 employees. Carvana's e-commerce platform, unique car vending machines, and home delivery service offer consumers an easier and more convenient way to buy a used car. Customers can search through an inventory of over 7,300 cars, finance, purchase, and trade in a car, all online. In 2016, customers who purchased a car through Carvana saved an average of $1,430 compared to the Kelley Blue Book suggested retail value. The company has experienced rapid growth, expanding from eight to 33 markets and a total of 40 business locations across the US in just 18 months.

Solution

Carvana's Director of Technology Services, Imran Kazi, decided to replace the company's hardware-based PBX system with RingCentral. This cloud-based communication platform offered the mobility support that Carvana needed, with the RingCentral Mobile app solving the problem of External Advocates receiving post-delivery calls on their personal cell phones. The scalability of the RingCentral platform was also a key factor in its selection, as it could support Carvana's rapid growth. Furthermore, RingCentral's integrations with G Suite and Okta were beneficial. The integration with Okta enabled Carvana to automate the provisioning of new RingCentral users directly from Carvana's Okta directory, streamlining the process of adding new employees. RingCentral was deployed across the organization, including at the Carvana headquarters, regional locations, and to the External Advocates.

Impact #1	The implementation of RingCentral has led to significant operational improvements for Carvana. External Advocates now use RingCentral softphones on their cell phones when communicating with customers, ensuring that post-delivery queries are directed to the right place. This has improved the customer service experience, with customers now calling their local office number and being directed to the person who can best solve their problem, regardless of where that person is located. The use of RingCentral's interactive voice response (IVR) system has made this seamless customer experience possible. Additionally, RingCentral's robust administrative controls and call analytics provide real-time visibility into call times and the number of customers on hold, further enhancing the customer experience. The cloud-based nature of RingCentral also supports Carvana's growth strategy, enabling rapid setup of communications for new offices.

Impact #1

The implementation of RingCentral has led to significant operational improvements for Carvana. External Advocates now use RingCentral softphones on their cell phones when communicating with customers, ensuring that post-delivery queries are directed to the right place. This has improved the customer service experience, with customers now calling their local office number and being directed to the person who can best solve their problem, regardless of where that person is located. The use of RingCentral's interactive voice response (IVR) system has made this seamless customer experience possible. Additionally, RingCentral's robust administrative controls and call analytics provide real-time visibility into call times and the number of customers on hold, further enhancing the customer experience. The cloud-based nature of RingCentral also supports Carvana's growth strategy, enabling rapid setup of communications for new offices.

Benefit #1	Carvana expanded from eight to 33 markets and a total of 40 business locations across the US in just 18 months, supported by the scalability of the RingCentral platform.
Benefit #2	RingCentral's integration with Okta streamlined the process of adding new employees, automating the provisioning of new RingCentral users directly from Carvana's Okta directory.
Benefit #3	RingCentral's cloud-based platform enabled rapid setup of new office's communications, with offices up and running within a day.

Benefit #1

Carvana expanded from eight to 33 markets and a total of 40 business locations across the US in just 18 months, supported by the scalability of the RingCentral platform.

Benefit #2

RingCentral's integration with Okta streamlined the process of adding new employees, automating the provisioning of new RingCentral users directly from Carvana's Okta directory.

Benefit #3

RingCentral's cloud-based platform enabled rapid setup of new office's communications, with offices up and running within a day.

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Overview

RingCentral Supports Carvana's Rapid Growth and Enhances Customer Service

Operational Impact

Quantitative Benefit