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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