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.
- 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