CarShop is the UK’s leading car supermarket with a strategic agenda where digital technology and customer experience is center stage. They operate 5 physical stores in Cardiff, Doncaster, Northampton, Norwich and Swindon as well as a customer contact center in Doncaster and retail more than 25,000 vehicles per year. While previously providing a consistent customer experience, CarShop knew its processes could be more efficient and they needed to provide the seamless, omni-channel experience consumers now expect. The business had previously relied upon manual, paper based processes and disparate systems to manage different stages of the purchasing process. This disjointed approach meant that customer data existed in siloes and it was difficult to share important information acro

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