Luxury car makers globally are looking at ways to woo and give enhanced sales and aftersales satisfaction to their customers. And for German luxury carmaker, BMW the company has introduced what it says is first in the Indian luxury car segment a app call BMW Smart Video, which is an exclusive app-based smart video and image solution that allows customers to give real-time approvals for service and repairs.
The company says BMW Smart Video solution has already benefitted more than 10,000 customers with high rate of customer satisfaction.
Through BMW Smart Video, the dealership technicians are able to make a video of the vehicle explaining the service / repair requirements and share the quotation online. Customers receive a link where they can understand the service requirements through the video and give an approval online without the hassle of visiting the dealership again.
Rudratej Singh, president and CEO, BMW Group India said, “BMW is an immensely successful brand not only because of its best-in-class products, but also because of its unparalleled aftersales service standards. Trust and transparency are the core BMW values that naturally extend in all our customer interactions. Leveraging new-age digital solutions, we are building numerous services and solutions that will further enhance interaction between our customers and their beloved machines. BMW Smart Video is a fine example of how an innovative solution helps our customers easily understand the technical aspects of their vehicles and its servicing.”
The company says customer satisfaction is a constantly evolving concept and demands continuous innovation, for which BMW India is committed to come up with new solutions for aftersales. The digitalisation drive undertaken by aftersales aims at providing a seamless and integrated BMW experience to customers.
Trust, transparency, convenience and time are crucial to the aftersales business and play a vital role in creating customer loyalty. BMW says its app increases performance on all these parameters. Its success is easily reflected in terms of higher approvals for repair work, having a direct positive impact on aftersales business. The BMW Smart Video app is already available in 50 countries in the BMW network including Australia, US and UK, and is also available at BMW dealerships in India.
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