Topic: Misc - Applying Technology for Cost Savings

Was listening to a Businessweek podcast today about companies that have done well in customer service.
An interesting example quoted was BMW. They installed wireless access in their service centres as a benefit to customers who were bringing in their cars for service.
What they found is that this had the result of DECREASING demand for loaner cars. Drivers, instead of asking for a spare car (which is expensive for BMW to provide) were staying in the working area getting work done from their laptops over the internet connection.
So by improving customer service, BMW inadvertently saved costs.

It really does not cost very much to provide wireless internet access to customers in your waiting room.