Case Study: BMW Group Mexico improves IT service desk experience with Capgemini

Process mining optimizes the automotive customer experience

BMW Group, a major automotive manufacturer, sought to improve the IT service experience for its employees by enhancing how feedback and complaints were processed at its User Care Center. To address this challenge, BMW partnered with vendor Capgemini, which applied its expertise in application services and user experience.

Capgemini's solution involved a comprehensive transformation that included process mining, data science, and the implementation of the Qlikview analytics platform. This approach redesigned complaint handling procedures and utilized advanced analytics to identify and rectify process inefficiencies. The measurable results for BMW were significant, including a 53% reduction in complaints and 93.5% of over 12,000 messages being responded to within the 30-minute SLA. Capgemini's work successfully enhanced agility and customer satisfaction.

BMW Group Mexico