Through the process of a digital transformation, BMW Financial Services, part of the automobile company’s presence in Thailand, was looking to improve customer interaction while increasing sales, while aiming to “think digitally”. Fluxus was brought on as a digital strategy and transformation consulting partner to achieve these.

A primary goals of the project was taking existing customer facing websites and applications and making them easier for customers to both navigate and understand. For this, and “evolution, not revolution” approach was chosen, so as not to alienate users with a radical overhaul. This led to tailoring the existing sales website towards the particular goal of lead generation, rather than simply providing information. Another initiative was to leverage leading messaging app LINE for lead generation and customer interaction, with users encouraged to connect as a friend as a channel for monitoring purchases and account status.

A team of four was assigned to the project, and the Fluxus team worked hand-in-hand with the BMW Financial Services team in-house, being the first external consulting team to do so. This led to more cohesive strategy-forming and faster technical progression of the project. Research and user testing were heavily prioritized, with feedback consistently influencing future improvements.

These transformational processes were undertaken with the goal of pre-qualifying leads ahead of the 2019 Thailand International Motor Expo. Alongside the web improvements and LINE integration, a marketing campaign was executed across multiple online channels. By the time of the event, over a thousand leads were pre-qualified, and the improved customer experience in part led to a record regional sales year, and furthered partnership with Fluxus.

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When it comes to transformation, it’s essential to have clear vision on where you’re going. With Fluxus consultants, you can benefit from a world of experience tailored exactly to your journey. Get in touch today!

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