The BMW and MINI brands need no introduction. The winged slogan 'BMW makes driving great' encapsulates exactly what the brand stands for and is the credo of the Pala Group dealerships. At nine strategic, easily accessible locations in Gelderland, North Brabant and Limburg, more than two hundred sales advisors and service employees work hard every day to achieve 'great driving' for their customers.
The customer contact center is becoming an increasingly important concept in the automotive industry. Pala Group has had its own 'KCC' at its head office since 2016. The need arose from the branches, where the telephone load was increasing. The KCC processes, among other things, all incoming telephone calls with regard to making workshop appointments. It also handles online appointment requests. This gives the service advisor at the location more time to optimally serve the customer, which naturally benefits customer satisfaction and job satisfaction.
"Central planning of workshop visits for all locations requires, among other things, a planning system that is suitable for a KCC environment. In this respect, Plan-IT offers an excellent solution. It offers a much better overview of the schedule than our Dealer Management System, Autoline. Plan-IT distinguishes itself because all important matters that influence the schedule are clearly visible on one screen. Our service advisors and workshop supervisors also experience this that way."
Pala Group started Plan-IT in January 2016. Initially, there were still a number of technical challenges. "We solved this problem well together with the Plan-IT team." Some things, such as the now famous red border around a guard, have been programmed at the request of Pala Group. "We experience Plan-IT as a pleasant business partner who is always willing to think along and provide customization. We now have a perfectly working planning system from which we reap the benefits every day! Watchmen, type of job, level of the mechanic, time reservation reason, day status, capacity, everything insightful in one screen."Back to Plan-IT Stories