How CarMax is disrupting automotive retail for a second time.
“By delivering an omni-channel experience, we’re putting our customers in the driver’s seat. They now have the flexibility to interact and transact with us however they want. They can begin their journey online and progress as much or as little as they like to online.”
1. Create an omni-channel experience.
2. Reimagine the in-person customer experience.
Before 2020, CarMax was already well underway with its ambitious digital transformation. Then the pandemic hit.
With its strong, digital foundation in place, the company was able to quickly pivot, accelerating the launch of its omni-channel experience to the rest of the country and rolling out CarMax curbside delivery within three weeks.
“We rolled out CarMax Curbside to the whole country — to thousands of associates and all our customers — in less than three weeks. All this was possible because of the Salesforce Customer 360’s ability to scale and allow us to move at great speed.”
3. Enable great customer experiences through great employee experiences.
“For example, our delivery team learned that a customer had a new baby, so they included a gift of toys with the car delivery. It was a nice surprise for the new mom.”