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Customer Name: BMW GroupIndustry: AutomotiveRegion: Germany, Poland, ChinaClient Challenges: Handling the high volume of IT requests relating to digitalized vehiclesSolution: IT service desk for dealers, subsidiaries, and independent garagesResults:
In the era of digital transformation, automobile manufacturers have placed a strengthened focus on connected automobility and vehicles with an increasing number of digital touchpoints. Dealers, subsidiaries, and independent garages around the world manage a growing number of service requests for digitalized vehicles. With intense effort and the support of chatbots, users manage to independently resolve some of the requests. However, there are certain complex cases that can only be solved with the help of experts, who need to be on hand 24/7 with comprehensive knowledge of internal systems.
A reliable partner was required to address complex support requests in the scope of a productive working relationship. The partner needed to focus on customer satisfaction, have a thorough understanding of the processes in the BMW Group’s after-sales department, and proactively contribute to the further optimization of the system.
The successful transformation of the after-sales service process resulted in various business outcomes:
The Capgemini service desk continues to successfully support dealers, subsidiaries, and independent garages when processing IT requests. Capgemini looks forward to further opportunities to drive digital transformation through innovation, valuable added services, and effective process automation. Continuous improvement through AI technology, such as a chatbot function, will ensure that the service desk will receive even less requests in the future. Due to a higher level of automation, dealers will be able to solve more issues independently, leaving the support team to focus on more complex requests.
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