Williams Forrest has provided digital solutions strategy services to BMW of North America since 2007. These solutions include web architecture, technology research, vendor/ partner recommendations and management, site quality assurance, technical program management and methodology-based services management.

Two desktop views of the BMW Aftersales eCommerce website showcasing the variety of accessories available from BMW.

Fig1. - After Sales eCommerce accessories.

In 2015, BMW NA approached Williams Forrest to assist the U.S. market with the global launch of a new aftersales ecommerce solution.

Two additional desktop views of the BMW Aftersales eCommerce website showcasing tailored content to ones vehicle purchases.

Fig2. - Tailored content based on your car.

Results

  • Conduct a gap analysis with stakeholders to clearly understand the needs, goals and initiatives
  • Fill project roles not covered by current BMW NA employees including: project management, client services, user acceptance testing, user experience design, and first-level help desk support
  • Align a disparate group of vendors to ensure a successful launch, and complete support for the shop managers and their customers
  • Champion the Intershop platform by becoming the local subject matter experts including the development of user manuals and video tutorials