Lager, Marshall
April 2007
CRM Magazine;Apr2007, Vol. 11 Issue 4, p44
Trade Publication
The article discusses how Cars.com handled its customer service problems. The company, a vehicle classified advertisements listing service, is visited by more than 8 million buyers and dealers monthly but had problems with their customer handling capability because it lacks case management tools. It decided to implement Salesforce.com with the help of Model Metrics and integrated back-end systems and data to establish a unified contact center.


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