CitNOW integrated into My BMW, Mini App customer communication

CitNOW Group is partnering with the BMW Group to integrate its Workshop and CitNOW Conversations platforms with the My BMW and Mini App to 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.

Rab Fyfe, director of product at CitNOW Group, said: “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.

“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.”