Carsales has gone through an evolution with their search platforms, starting with Oracle in 1998 and then moving to a third-party search platform in 2006 to further extend the feature set. By 2013 Carsales found that their typical ‘user’ had changed the way they searched for cars and wanted more, so in a bid to stay competitive, Carsales moved to Ryvuss.
carsales.com.au is one of the highest-trafficked websites in Australia, generating a huge number of searches per second at peak load. Users are constantly uploading and updating advertisements simultaneously, which can cause contention within the search platform between the many ‘readers’ and ‘writers’. If updates are delayed and ads are not published in a timely manner, the Customer Service Centre gets inundated with phone calls from confused and unhappy users, affecting the overall customer experience.
Following the implementation of Ryvuss at Carsales, emails to the Customer Service Centre halved and phone calls reduced by 16%, so the operational cost savings spoke for themselves, with direct positive impact on the customer experience. Significant improvements to ad publishing times and reduction in site page load were some of the other benefits delivered, alongside new multi-select searching capabilities and improved keyword matching to help customers find exactly what they are looking for.
Main drivers for Carsales to move to Ryvuss:
- Flexibility: Improve response times to consumer requests
- Complexity: Achieve faster response times and deliver more compelling search functionality based on complex attribute hierarchies
- Publishing: Near-instant updating of the search index which would publish ads within minutes and consequently reduce Customer Support interactions
- Cloud Support: Cost effective scaling and Disaster Recovery (DR)
- CPU usage decreased by 30%
- Customer Support emails decreased by 50%
- Customer Support calls decreased by 16%
- 1 second reduction in page load time
- Publishing of new stock within less than 1 minute (previously 1-2 hours)