Case Study: BMW achieves easier customer journeys and increased self-service with Verint Systems Knowledge Management

Knowledge Automation Eases the Customer Journey at BMW

BMW Group — home to the BMW, MINI and Rolls‑Royce brands — faced a changing digital landscape where many buyers research and decide online. To preserve its premium experience, BMW needed a single, consistent source of accurate information across web self‑service, the 250‑agent Customer Interaction Centre (handling ~4 million contacts a year) and retail staff, while improving advisor onboarding, right‑first‑time answers and call/email deflection to self‑service.

BMW implemented Verint Knowledge Management to create the “BMW Online Genius,” launching first in the CIC (May 2016) and rolling out to web self‑service (December 2016) and retail. The intent‑and‑context aware platform provides one authoritative knowledge base, seamless chat handoffs and faster agent onboarding, delivering easier customer journeys, more consistent right‑first‑time responses and increased deflection to self‑service while preserving the brand’s premium experience.

BMW