BMW customer information management and contact management
In order to provide the best possible additional service to the dealership’s customers and to keep the database quality continuously up to date, a customer service center was set up for customers.
Customers were contacted on the basis of a request for contact or on the basis of maintaining contact, at regular intervals.
Thanks to the continuous exchange between the customer and the service center, it was possible to respond directly to current customer requests.
With the involvement of the sales and workshop departments and the back office, a communication bridge was created that permanently generated synergy effects for all areas.
In addition, the type of communication orientation included the additional positive added value of a customer CRM system that was always up to date, since the customer data was always checked for up-to-dateness when contacting or exchanging information with the customer.
- Mediation or processing of standardized information
- CRM maintenance and management
- Answering and forwarding of calls / coordination of call requests
- Product consulting – management