challenges
The Invisible Service program offers customers transparency, highlighting both the necessity and quality of the service their BMW vehicle was receiving, while at the same time, building trust in the relationship between the customer and their technician. rpc partnered with BMW Aftersales and BMW Group University to work directly with BMW Service Departments and technicians to improve the frequency and quality of the Invisible Service technician videos.
At the start of the program, approximately 87% of BMW Centers were offering Invisible Service videos on roughly 50% of all provided services. rpc’s facilitators were entrusted to shift the mindsets of the technicians, who did not yet buy in to the effectiveness or necessity of the videos, and boost performance to ultimately increase customer satisfaction and ROI.
solutions
Using a dynamic approach, rpc created hyper-relevant content by collaborating with Subject Matter Experts, professional coaches, and BMW Aftersales consultants. rpc created skills-based training sessions in conjunction with team based coaching sessions, which included components strategically designed to change mindsets and boost performance.
Collaborating with the creative services department, rpc provided sustainment tools and resources for training and coaching staff on key aspects of creating the video such as magnets, flyers, and handouts. The data team provided quarterly analytics and executive summaries that provided actionable insights into training impact, program performance and evolvement.
Additionally, a dedicated project and logistics manager provided scheduling of in-center coaching and training sessions for 125+ BMW Authorized Centers as well as quality assurance and transparent communication with the client.
