'We're in the Customer Service Business': How Prioritising Customer Happiness is Enabling Cars24 to Disrupt the $55B Used Car Sales Industry Unconventional Business

Australia's used car industry's worth $55 billion and about 1 million cars are sold every year, some are new, some are used.
Despite the huge market for car sales and our reliance as a country on personal vehicles, the process of buying and selling used cars is fraught with risk and hasn't evolved a great deal over the years. Whether you're buying a car off Gumtree or from Dave at the dealership down the road, you never really know if you're getting an absolute steal, or a total lemon. Given the size of the market and the evolution in how we shop and buy almost everything else, it's incredible that the industry has seen so little disruption.
If you follow disruptors and innovative business models, you probably know of Carvana - they’re the fastest growing online used car dealer in the United States and were recently added to the 2021 Fortune 500 List. Well, Australia has its own disruptor in the car sales space.
Meet Cars24. Erin Williamson, Cars24’s Chief Customer Officer, joins us on the show to talk about used car horror stories, the opportunity Cars24 saw to disrupt the market and provide an alternative model for used car buyers, how their business model works, why Cars24 doesn't have sales people, and why their online model is the way of the future for car sales.