BMW / MINI Dealer

The Challenge

BMW / MINI required resource to manage their backlogged Teleservices Tickets and Customer Contact. Missed opportunities and revenue for the Retailers had to be resolved immediately.

The Solution

Structured consistent process for call handling and booking into the Retailers DMS

Monthly reports tracking penetration rates and identifying reasons for not booking etc.

New and improved processes implemented based on the monthly data to encourage customer retention

Data cleanse activity (Customer data updated if incorrect on DMS & Monthly MOT cleanse) identified to further enhance Retailers database

The Result

862

Unique Vehicles

313

Booked

54.39%

Overall Conversion Rate

£153,882

Invoice Value

57.80

ROI

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