Case Study: BMW Group achieves faster 24/7 after-sales support for connected cars with Capgemini

Supporting automotive dealers in after-sales for connected cars

BMW Group faced the challenge of handling a high volume of complex IT support requests from its global dealers and garages for its connected vehicles, which required expert, around-the-clock assistance. To address this, they partnered with Capgemini to enhance their after-sales service model, specifically the ISPI Next support system.

Capgemini implemented a 24/7 multilingual service desk to provide support via phone, email, and remote sessions. This solution enabled the majority of requests to be resolved on the first contact, significantly increasing customer satisfaction. The partnership also led to the development of proactive downtime management and streamlined provider interfaces. As a result, Capgemini’s support helped reduce the after-sales workload and is expected to further decrease request volumes through the continued integration of AI automation.

BMW Group Mexico