From Missed Opportunities to Measurable Results at BMW of Tenafly

BMW of Tenafly

BMW of Tenafly replaced an unreliable, paper-based inspection process with a fully tracked, transparent system that builds customer trust and drives measurable results.

Location
BMW of Tenafly, NJ
Contact
Tim Taylor, Parts & Service Director

The Problem

The old manual system was archaic and unreliable. There was no way to track whether inspections were actually completed or if recommendations were made correctly, if at all. Everything was done on paper, and once the inspection sheets were handed off to the advisor, you just had to hope for the best.
We also had no visibility into whether customers who declined services ever returned, making effective follow-ups nearly impossible.

Solutions Used


The Solution

Now, customers can see exactly what’s happening before the advisor even speaks to them, removing any guesswork and building trust right away. Every step is tracked - videos, report cards, and upsells – so accountability is built into the process, and we can clearly see where to improve. The team especially loves using videos. Even when nothing’s wrong, showing the customer their vehicle helps strengthen credibility and trust over time
“Advanced Service works. It’s seamless and drives real results.”

Related Resources

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Whitepaper
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Testimonial
Seamless Service at Mini of Tempe
<p>Mini of Tempe streamlined service enabling fast, transparent quotes, better customer communication, and data-driven coaching, leading to higher upsells and improved efficiency.</p>

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