CarMax drives omnichannel experience coast to coast

The largest used car dealer in the U.S. has integrated its in-store and online channels nationwide.

CarMax customers now have the option to purchase a vehicle online, in-store, or with a seamless omnichannel experience. This means shoppers can purchase and/or transfer vehicles, secure financing pre-approval, and obtain an appraisal online, and then opt to complete the car-buying experience in-person at one of CarMax’s 220 stores nationwide.

Customers can also receive delivery of online purchases through contactless curbside pickup, available nationwide, or home delivery, available in most locations. The retailer will provide guidance to customers to in-person, online, and over the phone.

CarMax is expanding seamless sales as omnichannel used car platform Carvana continues growing across the country. Carvana recently opened its 25th brick-and-mortar “car vending machine” automated pickup location in Louisville, Kentucky, and also offers home delivery of online orders in over 250 U.S. markets. In addition, internal CarMax research found customers don’t want to be forced to interact 100% in-store or 100% online. 

“When we set out to create the future of car buying, we knew that customers wanted personalized, convenient and on-demand retailer experiences where they can seamlessly navigate between online and in-person, all on their own terms,” said Bill Nash, president and CEO of CarMax. “CarMax has always stood for empowering the customer and offering an exceptional experience. The significant investments we’ve made in technology and digital innovation, coupled with the tireless efforts of our 25,000 associates nationwide, enable us to deliver this iconic experience the way only CarMax can.”