The result: One customer picture in a well-used system that has increased customer focus
BMW Financial Services and Lime CRM are constantly evolving together. In 2013 BMW started a customer center to gather the support from all their customers. Lime CRM was therefore evolved to also include case management. With the new case management, cases are both created manually, through phone calls, and also automatically created by a number of mailboxes (8 mailboxes, to be precise) that are monitored by an integration through Mail Gateway. By creating a Knowledge Base that are stored in Lime CRM, BMW has streamlined their case management, and ensures that it’s standardized and efficient.
BMW Financial Services also has an integration into a Self Service platform that makes it easier for both the customer and the contact center. To ensure effective follow-up BMW is using the add on Lime BI that provides visual reporting of everything from sales to open cases.
All of this have contributed to an increased customer focus within the company and a new approach, which is based on the customer rather than a financial agreement.
Lundalogik in terms of project implementation, operational expertise in business processes and devotion to a customer-centered approach has not only contributed to a well-used CRM system within the organization, but also increased the awareness of BMW Financial Services in the Nordic region.