BMW Group UK appoints Transversal to help drive its digital transformation
Transversal has been appointed by BMW Group UK to deliver its cognitive, enterprise-wide, knowledge management solution. Initially the solution will empower the Group’s customer engagement centre personnel to provide an elevated customer experience by enabling them to find accurate and timely information with an easy-to-use system. The solution provides staff with a single and consistent source of knowledge, increasing ‘right first time’ answers and improving customer service. Additionally, this first phase will significantly improve training and reduce on-boarding times.
“It’s critical that this iconic brand provides world class customer service. The first phase of Transversal’s implementation will enable staff to provide just that”, said Bruce Trotter, Business Development Director at Transversal. “We are excited about contributing to BMW’s digital transformation within the customer engagement centre and beyond”.
“Providing an exceptional customer experience is crucial to the continued success of our business. Transversal’s proven technology and exemplary customer list gives us huge confidence and we’re looking forward to the future” said Suzanne Gray, General Manager, Group Customer Strategy at BMW Group UK.
BMW Group UK’s Customer Engagement Centre supports customers of the premium automotive group’s BMW, MINI and Motorrad brands across a range of multimedia channels. It handles around four million customer and retailer interactions per year including managing financial interactions throughout the customer lifecycle for BMW and MINI financial services.