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BMW/MINI Teleservices

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

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

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

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

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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

Need more info?

Contact us to see how we can support your business.

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