CarMax puts the customer in the driver’s seat with Customer 360

Car buying is the second most expensive thing that a customer would do after buying a home. Customers need to trust that somebody's got their back during the entire process. At CarMax, a big part of our strategy is providing an omnichannel experience so that customers have the optional flexibility to interact with us however they want. A customer can buy online or in store, or a seamless combination of the two. Salesforce360 provides real time contextual information to our associates so that when they're interacting with the customer, they know precisely where the customer is in their shopping journey. So we can provide a very personalized, very tailored experience that will surprise and delight our customers. For example, our delivery team learned that a customer had a new baby. That team was able to bring toys for the new mom. Those type of interactions provide an outstanding experience. Because of the investments we made and the way we change our company for speed and agility, it really helped us to innovate at a very rapid pace. So during the pandemic, our associates were already used to working in a rapid fashion and they are really able to change direction very quickly. Service cloud played a very important role in our deployment of a curbside delivery option in less than three weeks, which was pretty incredible. That was possible because we have a scalable platform and a scalable innovative partner like Salesforce. I felt super, super proud of our team, of our partners that we work with, and also I was very proud that we were on the right path. CarMax started this business by disrupting the used car retail business. Through the omnichannel experience, we're disrupting that industry for the second time.