Case Study

BMW Munich: 60 percent fewer calls with WhatsApp service!

Find out how BMW’s Munich branch has easily automated its workshop customer service using WhatsApp.

Exclusive insights:

  • Challenges: high costs for call center and delayed communication processes
  • Concept and implementation: automated tracking system provides real-time vehicle service status, which customers can request 24/7 via WhatsApp
  • Success und KPIs: 3,800 requests per month, 80% automated responses, 90% recommendation rate

The number of callback requests has fallen massively. Phone calls about car status are at almost zero.

 

Albert Rösch, leader service, BMW in Munich

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