Case Study: BMW enhances dealer experience with TTEC

BMW - Customer Case Study

BMW of North America wanted a clearer view of its customers’ journey and how each dealership touchpoint affected the overall experience. To address this, BMW partnered with TTEC and used TTEC’s Customer Touchmap approach to analyze dealer practices, customer engagement points, and data collection from pre-sale through initial ownership.

TTEC then helped BMW design and roll out a corporate-wide Sales Performance Management (SPM) initiative, evaluating dealer performance across lead management, showroom traffic control, lease end, vehicle delivery, and early ownership. The solution also included HR and leadership planning to improve management and strengthen collaboration between BMW field teams and dealerships, resulting in more relevant action plans, greater accountability, and a more consistently exceptional customer experience across dealers.

BMW