Success Story

Aftersales Workplace AWP

The international launch of the Next Generation Retail Frontend, Aftersales Workplace (AWP), makes it possible to proactively approach customers in aftersales through automatically generated leads. In future, it will no longer be the sole responsibility of the customer to contact their BMW partner; BMW will now contact the customer. BMW analyzes the vehicle's data and aims to automatically contact the driver in the future about tire diagnoses, error messages and service requests. Customers will be notified via their preferred channels; for example, via direct notifications in the vehicle, the My BMW app or by email, via the dealer of choice or by calling roadside assistance.

Client: BMW

Project: IT Systemintegration and Rollout Management

customerexperience

Our mission

As the AWP rollout teams consist of a large number of stakeholders, it was rpc's task to coordinate the AWP rollout team and establish an effective link between the development team and the local rollout teams in the markets. This also included acting as an interface to resolve conflicts of interest, for example in requirements or defect management.

The challenge

The diverse system landscapes of the global markets in the aftersales sector made it difficult to manage data uniformly, coordinate processes and communicate efficiently between different departments or markets. The biggest challenge in the international product launch was to develop a well-thought-out and structured rollout plan that met the individual market conditions and specific market requirements. During implementation, the interests of a wide range of stakeholders had to be continuously taken into account at an international level and the needs of the various stakeholders and markets had to be reconciled.

Our approach in detail

Definition of a standardized rollout concept

A comprehensive rollout and change concept with clear phases, responsibilities and tasks was defined. This also provided the framework for the project structure and implementation.

Provision of a technical guide for application configuration

To facilitate the initial setup of AWP in the rollout markets, the rollout team has created a technical guide that contains all relevant information about AWP features and configuration to support the technical rollout.

Reporting to track the rollout progress

In order to monitor the rollout progress in the best possible way and generate transparency for all parties involved, detailed project documentation was an essential part of project management.

Management of the international rollout with market-specific adaptations

A comprehensive fit-gap analysis was carried out with the individual rollout markets to evaluate the integration of the AWP Blueprint into the local system landscape. In this analysis, must-have requirements were collected and evaluated. Rollout status updates and further steps and tasks were discussed with the local managers in weekly market jour fixes.

During the rollout and the hypercare phase, feedback from retailers was discussed on an ongoing basis and deficiencies were documented and analyzed. Training modules were organized in collaboration with the training team to enable each market to select and train relevant modules individually. The necessary tests were carried out together with the markets.