The problem: customers left in the dark about their order
It's a familiar experience for many customers: after signing the purchase agreement, silence falls. They have no idea when their new car will be produced, transported, or delivered. At Van Poelgeest, this led to a flood of questions, frustration, and uncertainty. The existing communication fell short: too much manual work and no real-time updates.
The solution: real-time insights, integrated in the customer portal
Together with WEBSOLVE, a compact and user-friendly order tracker was developed, fully integrated into the existing customer portal. The solution connects directly to BMW's factory system to retrieve current status information, which is then automatically translated into understandable steps such as:
- Order placed → Production started → Transport → Delivered.
For each order, progress is displayed in a clear timeline, complete with icons, dates, and a progress bar. What makes this especially valuable is that customers are automatically notified via email whenever their vehicle reaches a new milestone in the production process — a proactive touchpoint that keeps them engaged and informed without requiring them to constantly check the portal.
What the customer sees: peace of mind, overview and control
Customers have 24/7 access to their order information through the portal, and they receive timely email updates at each production milestone — from production start to transport and final delivery. This combination of on-demand visibility and proactive communication ensures customers always know where their vehicle is, without having to ask. All communication is fully aligned with the dealer's brand identity: from the portal interface to automated emails and personal messages from sales advisors. This keeps the brand experience strong and consistent throughout the entire delivery journey.
The result: fewer questions, more trust
The new order tracker, combined with automated milestone emails, provides clarity and prevents uncertainty. Customers feel better informed and more connected to the process, which significantly reduces the number of questions directed at sales teams. The proactive email notifications, which previously received little attention in the delivery process, have proven to be a valuable tool in maintaining customer engagement and building trust. Follow-up becomes more consistent and professional, with less manual work.
Ready for better grip on your order communication?
Want fewer customer questions, more trust, and professional communication in your own brand identity?
Request a demo with WEBSOLVE and discover what's possible.