SAN MATEO, Calif. -- BMW of North America LLC has hired Xtime to provide the automaker with software that will enable customers to schedule service appointments online.
Matthew Russell, BMW's service retail operations manager, said he expected the availability of Web scheduling to reduce phone volume at BMW call centers and dealership service departments.
Bill Fyffe, parts and service director at Kelly BMW in Columbus, Ohio, says his dealership has used the Xtime system since 2005. As many as 35 percent of his service customers make appointments online, Fyffe says.
Xtime, of San Mateo, provides customer relationship management products to service departments at about 1,000 U.S. dealerships.