BMW / MINI Retailer Group

The Challenge

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

Services required from MMUK:

Additional resource

Consistent process

Automation for ticket closing

Increase booking rates / conversions

The Solution

Teleservices ticket closing fully automated.

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

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

Data cleanse activity (Preferred Service Partner and Customer Information incorrect on DMS) identified to further enhance Retailers database.

The Result / ROI

67%

Penetration rate

2418

Unique Vehicles

38.89

ROI

780

Booked

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