We met with a BMW / MINI Retailer Group who were struggling to manage their backlogged Teleservices Tickets and Customer Contact due to lack of in-house resources and high volumes of Teleservices tickets.
This meant that they were missing opportunities and potential revenue so the matter had to be resolved ASAP.
Motor Marketing UK put the following process in place to assist the dealer group with these potential losses.
Fully automated Teleservices Ticket closing
Additional resource within our contact centre team to handle all calls and bookings
A structured, consistent process for call handling which resulted in increased booking rates and conversions which were carried out directly in the Retailers DMS
Weekly reports to track penetration rates and to identify any reasons for customers not booking
Customer data checked and cleansed on every call, (Preferred Service Partner and Customer information updated on DMS) providing the Retailer with every opportunity for future marketing campaigns
Overall Penetration Rate to Booked WIP’s*
Penetration Rate from campaign
Identified update of Preferred Services Partner
*Includes booked by MMUK & Already booked through another campaign i.e., EOWC, MOT, Service reminders, Deferred Work Data based on Q1 2022 Teleservices Tickets for a BMW/MINI Retailer