Increased customer satisfaction through digitalization

How sophisticated programming increases speed

Operating from two locations in Austria, drive ME, as a BMW dealer, offers its customers a broad range of vehicles. In addition to buying and selling new and used cars, service workshops are also integrated at the two locations in the Salzkammergut and Innviertel regions. That’s why ordering spare parts has always been a major topic at the dealerships. In the past, customers generally could only pay for these by advance payment. To put a bit more pedal to the metal in order processing, syreta was allowed to take the wheel and speed up the ordering process by implementing new payment options.

Time savings through automated processes

Due to the coronavirus pandemic, in-person customer service on site at drive ME also shifted to the telephone. During lockdown periods, the experienced drive ME staff had customers describe their concerns over the phone and were then able to recommend the necessary spare parts during the calls.

Once the customer placed the order by phone, the ordering process was then initiated. More or less. Because that meant that first all account details for payment by advance payment had to be given to the customer over the phone. After that, it was a matter of waiting for the payment to arrive. Only when the money had finally been received by drive ME could the required spare part actually be ordered. Organizational matters such as an order confirmation for the customer usually fell by the wayside and had to be documented by employees using notes or written records. That is now a thing of the past.

Unlike before, the ordering process now runs completely automated via an internal platform designed by syreta.

From now on, after the phone call drive ME creates an order and uploads it as a PDF file to the specially created platform. The sophisticated syreta system recognizes this order and immediately sends a fully automatic order confirmation including the invoice and payment link directly to the customer. As soon as the customer has paid, the system receives a notification and knows that all costs are covered. The spare part can then be ordered quickly and handed over to the customer or shipped.

With the new technology in the background, in the future drive ME will ensure not only driving pleasure, but also ordering pleasure. That makes us happy.

Digitalization in car retail - a model for many industries

What drive ME is implementing in the area of spare-part ordering can be transferred to many other industries: Wherever manual processes slow down workflows, burden employees with administrative tasks, and make customers wait for feedback, a well-thought-out digital solution creates tangible added value. The combination of automated communication, digital payment collection, and transparent order processing is not a luxury, but a basic prerequisite for competitive customer service. The fact that drive ME is taking this step shows that digitalization is not only relevant for online retail - but everywhere customers expect fast, uncomplicated processes.