BMW Group Enhances Customer Service with Infinite e-CS

BMW Group Polska, a subsidiary of the global BMW Group, has been operating in Poland since 2003. The company offers a full range of premium cars, motorcycles, original parts, and accessories, supported by an extensive dealer network across the country.

The Challenge: Inefficient Document Handling & Customer Communication

Before implementing Infinite e-CS (e-Customer Service), BMW Poland faced several challenges:
🔹 Manual document processing – Customer requests for contract annexes, balance statements, and account confirmations were handled via email or phone.
🔹 High reliance on paper documents – Hardcopy distribution of invoices, agreements, and notices caused delays and inefficiencies.
🔹 Limited customer self-service options – Users had no centralized access to their documents and communication history.
🔹 High operational workload – BMW’s customer service team dealt with high call and email volumes, increasing operational costs.

BMW needed a fully digital, automated customer service solution to enhance efficiency, reduce costs, and improve customer experience.

The Solution: Infinite e-CS for Digital Customer Interaction

To address these challenges, BMW partnered with Infinite IT Solutions to implement Infinite e-CS, a cloud-based customer self-service platform.

✔ Automated document processing – 90% of documents are now distributed digitally.
✔ Electronic contract management – Customers can review, sign, and store contracts online.
✔ Centralized self-service portal – Users access invoices, account balances, and FAQs 24/7.
✔ Integrated notification system – Automated email and SMS alerts for due payments, contract updates, and important notices.
✔ Seamless integration with BMW’s CRM & ERP – Ensuring real-time data synchronization.

The Results: A More Efficient, Digital BMW Customer Experience

✅ 4x faster customer service response times.
✅ 95% reduction in document processing time.
✅ 60% lower operational costs due to reduced call volumes and paper usage.
✅ 36,000+ customers onboarded to the digital service platform.
✅ Fewer customer inquiries – As users now access documents and updates online.