16 November 2023

This UK phase of the project, which is part of a larger international integration programme between CitNOW and the BMW Group, will allow retailers to interact with customers in new ways and improve operational efficiency.

BMW Chat, powered by the CitNOW Conversations platform, enables direct engagement with customers via their preferred messaging solution, either through the My BMW and MINI App, live chat on the website, or using messaging apps such as WhatsApp, Facebook Messenger and Google Business. The integration also enables the sharing of personalised retail and workshop videos, direct to customers’ mobile devices.

In aftersales, BMW Pay enables workshops to provide quotations for identified work, manage customer responses and handle payments, all within the My BMW and MINI Apps. The streamlined process brings greater efficiency for BMW Group staff, while encouraging use of their official App by customers and improving their digital journey.

“We have worked directly with the BMW Group to ensure BMW Pay and BMW Chat deliver what the business needs and that the integration works for all customers,” said Rab Fyfe, director of product at CitNOW Group. “Using the new software, BMW and MINI retailers can deliver a more seamless and streamlined experience to speed up work approvals and improve efficiencies. Crucially, the integration also creates a more brand-aligned approach across all customer interactions, to improve the experience throughout the entire sales and aftersales journey.”