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RingCentral Supports Carvana's Rapid Growth and Enhances Customer Service
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
The 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unique business model, which includes home delivery of vehicles and car vending machines, was being hampered by outdated communication practices.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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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