BMW

Customer Success Story

BMW

World Class After-Sales Support with xAssist for improved quality and faster service.

Claus Eberhart, VP Aftersales, BMW of North America

This is a great example of how we are applying new technologies to help our technicians work more efficiently and further our commitment to offer the best possible service experience for BMW customers. By solving issues faster, BMW dealers can get customers back into their cars sooner.

BMW of North America and MINI dealers have an excellent track record of servicing customers in the best possible way. Service quality is a very important aspect of BMW’s strategy and the customer churn rate depends especially on the experiences made at service points. Customers expect competent and fast service even for the most complex repair cases.

Challenges

The nearly 400 independent North American BMW and MINI dealerships are spread all over the US, which makes it challenging to get specialist knowledge anytime anywhere. Despite being very well trained, service technicians, in difficult repair situations may require additional help and need to pause their current task until they receive support. This puts a significant burden on the technical support engineers, who need to travel to the individual dealerships to provide the necessary assistance. In these cases, customers are left without their car and may require dealers to provide a replacement vehicle. At the same time the technical support engineers waste lots of time on the road, that could be used in helping their colleagues with their expertise.

Solution

Taking knowledge sharing to the next level BMW deployed TeamViewer Frontline for enhanced hands-free collaboration. Using what BMW calls “TSARA Vision” all 347 US dealers have access to bi-directional video calls to immediately connect with experts in 1-on-1 or group calls.

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