BMW Genius App
BMW Genius App

How BMW Transformed the conventional customer service model

Looking to transform the conventional customer service model and extend the relationship with their customers, BMW partnered with BigSpaceship to create the BMW Genius App in order to enhance their nationwide BMW Genius Everywhere Program.

Solution

BMW was looking for a solution to allow BMW Geniuses to have more time to provide relationship based support, human interaction and hands-on instruction to customers. As a result, they were assisted by BigSpaceship to identify whether BMW owners preferred a self-directed digital experience to answer functionality and feature related questions versus a personal experience with a BMW Genius. Through BigSpaceship’s research, BMW recognized that many functionality and vehicle feature questions could be addressed more quickly and easily with the use of an informational tool.

Results

In turn, BigSpaceship created a BMW Genius App that was adaptable and easy to maintain while providing the superior user experience BMW owners expected. Through the creation of the BMW Genius App, the conventional customer service model was transformed and allowed BMW to extend the relationship between drivers and the BMW Genius team.

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