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BMW UK teamed up with Digi-products to transform their aftersales reporting processes. Faced with fragmented data, manual workflows, and limited scalability, BMW needed a solution that could deliver timely and reliable data.
Digi stepped in with a fully-managed KPI dashboard, consolidating over 50 metrics from multiple data sources and providing secure, real-time access to more than 3,000 users across 130 retailers. The results? Streamlined reporting processes, better end-user engagement, and enhanced oversight for BMW and it's retailers. This has helped BMW further solidify its reputation for exceptional customer experience and operational excellence.
Digi stepped in with a fully-managed KPI dashboard, consolidating over 50 metrics from multiple data sources and providing secure, real-time access to more than 3,000 users across 130 retailers. The results? Streamlined reporting processes, better end-user engagement, and enhanced oversight for BMW and it's retailers. This has helped BMW further solidify its reputation for exceptional customer experience and operational excellence.
Introduction
Let’s face it: in the automotive industry, metrics are king. Efficiency, profitability, and performance all hinge on how well you track and act on your data.
For BMW’s aftersales operations, this means managing:
Despite the importance of these metrics, BMW faced hurdles—data silos, clunky workflows, and reliance on manual tools like spreadsheets. Enter Digi-products, with a modern KPI dashboard designed to centralise key data, automate workflows, and enable BMW and it's retailers to track their performance effectively.
Let’s face it: in the automotive industry, metrics are king. Efficiency, profitability, and performance all hinge on how well you track and act on your data.
For BMW’s aftersales operations, this means managing:
- Customer Metrics:
- Tracking satisfaction (CSAT) and loyalty (Net Promoter Score).
- Keeping customers coming back (Customer Retention Rate).
- Identifying new opportunities (Lead Management).
- Operational Excellence:
- Ensuring technicians work efficiently (Labour Utilisation).
- Cutting customer wait times (Service Lead Time).
- Cost Management and Profitability
- Optimising revenue from parts, services, and warranties.
Despite the importance of these metrics, BMW faced hurdles—data silos, clunky workflows, and reliance on manual tools like spreadsheets. Enter Digi-products, with a modern KPI dashboard designed to centralise key data, automate workflows, and enable BMW and it's retailers to track their performance effectively.
The BMW Group have a long-standing business relationship with Digi-products and during this time, we have benefitted from the team’s wealth of experience and systems expertise; they deliver a consistent level of service and in a lot of cases go above and beyond to meet our tight deadlines in an ever-changing reporting landscape. In recent years Digi-products have delivered an online reporting platform that enhances our ability to measure core Aftersales business KPIs and helps us to monitor performance at a granular level, signposts areas of improvements and drive an enhanced customer journey through the Aftersales environment.
This online and fully transparent online dashboard has resulted in an increased operational understanding of Aftersales for our Retail partners and positive year on year improvement in Customer Satisfaction.
This online and fully transparent online dashboard has resulted in an increased operational understanding of Aftersales for our Retail partners and positive year on year improvement in Customer Satisfaction.
‐ Jon Rossiter, BMW Group
BMW’s existing reporting setup came with a several challenges:
- Data Silos: Information was scattered across multiple systems, making it hard to integrate and analyse.
- Scaling problems: Managing data for over 3,000 stakeholders with spreadsheets wasn’t cutting it.
- Security Risks: Sharing spreadsheets increased risk of exposing sensitive data.
- Bottlenecks and Lack of Real-Time Insights: Slow processes meant data was outdated which had a knock-on effect on other processes.
- IT Overload: Internal teams were swamped with other priorities.
- Troubleshooting Woes: Diagnosing issues with current processes ate up valuable time.
- High Costs: Scaling current processes for thousands of users was expensive.
The Vision: What BMW Wanted
BMW had a clear vision for their dashboard:
- Automated and Standardised Data: A central dashboard with streamlined data ingestion.
- Real-Time Insights: Up-to-date information at their fingertips.
- User-Friendly Experience: A dashboard that looked great and was easy to use.
- Top-Notch Security: Robust access controls to protect sensitive data.
- Scalability: A system that could support thousands of users seamlessly.
- Flexibility: Ability to add custom features and calculations tailored to their needs.
- Clear ROI: A solution that delivered value for money.
- Reliable Support: A responsive, agile team to address issues and evolve the system.
How Digi Delivered: The Three-Phase Approach
Digi tackled BMW’s challenges with an agile, three-phase plan:
- Data Phase
- Held scoping sessions to pinpoint key data points, assess quality, formats, and sources.
- Mapped out the KPIs and metrics that were important to BMW.
- Created custom data transformations and calculations (including unique performance leaderboards).
- Design Phase
- Designed user-friendly, visually stunning dashboard designs for BMW to review.
- Iteratively refined designs to align with BMW’s branding and user needs.
- Test & Improve
- Conducted rigorous testing to refine the system.
- Incorporated feedback to ensure the final product exceeded expectations.
Post-Go-Live: Continuous Support
After launch, the Digi-products team stayed actively involved. The same team that delivered the dashboard were the ones who supported it, meaning moving from implementation to ongoing support was seamless. The team provided:
- Issue Resolution: Quickly tackled data errors, API updates, and other hiccups.
- Continuous Improvements: Added new metrics, custom features, and calculations as needed.
- Agile Framework: Stuck to the "Data > Design > Test & Improve" cycle to keep the system evolving
Results: The Transformation in Action
The results were game-changing for BMW:
- Saved Time: Reporting tasks that used to take months were completed in days.
- Higher Engagement: Over 3,000 stakeholders actively use the dashboard, proving its value.
- Operational Boost: The dashboard supports better retailer management, improving customer experiences and cost control.
- Improved Security: Ditching spreadsheets significantly reduced data security risks.
Lessons Learned
Of course, every project has its lessons:
- Building Trust: Transparency and collaboration were key to getting everyone on board. These projects require lots of collaborative problem solving; the relationship that has been built with BMW is one of high trust and accountability.
- Iterative Development: Prototypes allowed stakeholders to refine requirements along the way.
- Custom Solutions Matter: Around 30% of BMW’s needs were unique to their business, highlighting the importance of tailored tools
- Agility Wins: Digi’s small, nimble team delivered fast, effective solutions.
Conclusion
BMW’s partnership with Digi was, and continues to be, a huge success. By consolidating data, automating workflows, and delivering real-time insights, Digi’s KPI dashboard transformed BMW’s aftersales operations. The benefits were clear:
- Streamlined reporting processes, saving time, cost and boosting employee morale.
- An increased focus on performance across: sales, operational, and customer experience, leading to:
- Happier customers and more loyalty.
- Increased revenue and operational efficiency.
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