BMW rolls out Siebel for call centres

BMW North America Sales and BMW Financial Services are the latest userrs to sign up for Siebel Automotive in their contact centres.

Both divisions had homegrown call centre systems, starting with a contact management solution and then adding email, workflow, and other capabilities. North American Sales decided to replace its legacy system, at which point the two divisions decided to work together to provide a single customer view.

BMW says it has also deployed Siebel Automotive's Customer- and Vehicle-Centric Service and Integrated Captive Finance solution sets, leveraging the Siebel Automotive embedded best-practice business processes, automotive industry functionality, and common customer infrastructure across business units.

The car firm is now able to share a single customer repository that contains millions of BMW customers. Contact centre representatives in both Sales and Financial Services now have full visibility into each customer's total relationship with BMW. A representative, for example, can see that a particular customer has more than one BMW product or perhaps has a banking relationship with BMW Financial Services.

John Gray, General Manager, Siebel Automotive, said: "This industry-specific functionality is designed for both manufacturers and captive finance providers and enables organizations like BMW to deploy CRM initiatives across business units -- lowering the total cost of ownership."


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