Virtual Call Centre Enhancing BMW Sikora Customer Service Quality
BMW Sikora implemented a solution ensuring top-level customer service from the very first second of contact. Thanks to a Virtual Call Centre and modern 5G infrastructure, every call is directed to the right person, and sales processes gained new momentum.
- Client: Grupa BMW Sikora
- Industry: Automotive
Our Partner
BMW Sikora is a renowned premium car dealer (BMW, MINI, BMW Motorrad) with over 30 years of experience in the Polish market. The company began as a bodywork and paint shop, and today operates modern showrooms in several cities, including Mikołów, Bielsko-Biała, Zielona Góra, Lubin, and Opole. It offers new and used car sales, comprehensive service, detailing, transport, and authorised body and paint repairs.
Objectives and Challenges
BMW Sikora faced the challenge of improving the quality and effectiveness of the first point of contact with customers – a moment that often determines whether they remain interested in the offer. The need was clear: to ensure every customer received the highest standard of service right from the very first phone call, whilst streamlining and automating the processes involved in answering and transferring calls. BMW Sikora aimed to ensure that no call was missed and that every contact was directed straight to the right person – without unnecessary delays or errors. The company also wanted to gain full control over the course of telephone interactions, along with access to analytical data to support further sales and operational decisions.
Joint Action
mThe implementation process began with an analysis of the dealer’s needs and a review of existing telephone service processes. Areas requiring improvement were identified, such as a lack of full control over calls, insufficient speed of call transfers, and a lack of access to analytical data. On this basis, a new operating model was designed based on a Virtual Call Centre, which integrated the handling of incoming and outgoing calls, introduced a queue system, call recording, and automatic forwarding to the appropriate advisors.
Implementation
The dealer gained a comprehensive call centre solution that covered both the technical and organisational aspects of customer service, provided full control over all incoming calls, monitoring and analysis, and automated the call transfer process. As a result, every interaction is handled quickly and professionally, without the risk of losing contact with a potential customer.
As part of the implementation, we developed the infrastructure down to the smallest detail – from full 5G network coverage in the showroom, guaranteeing high call quality, to attractive business terms for mobile telephony. The combination of modern tools and a stable infrastructure have enabled the Grupa BMW Sikora to streamline processes, increase the effectiveness of the sales team and raise the standard of customer service to a level commensurate with the class of cars on offer – the premium class.
Benefits of Our Partnership
Call management
Real-time monitoring and analysis of calls.
Faster call transfers
Automatic forwarding of calls to the appropriate sales advisors.
Stable infrastructure
Full 5G coverage throughout the showroom, ensuring reliable connections.
Access to analytical data
Generation of reports to support business decisions and sales activities.
Beneficial business terms
Optimisation of mobile telephony costs whilst maintaining high service quality.
