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PressClub United Kingdom · Article.

Proactive Care – the digital concierge for BMW Customer Service.

+++ New service promise offers more convenience for customers +++ “digital-first” approach to customer contact +++

Technology
·
BMW ConnectedDrive
 

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Chris Overall
BMW Group

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Author.

Chris Overall
BMW Group

Note: This press release is a 1:1 copy of the original issued by BMW headquarters in Germany. No adaptations have been made to cater for the UK market.

Munich. The BMW Group is unveiling a new data- and AI-driven offering in customer service. Proactive Care includes new tools and offerings that allow the vehicle to identify existing and predictable service requirements itself, so that in many cases it can anticipate the customer’s needs and proactively offer solutions. The first applications for existing and upcoming vehicle generations are live. These will be continuously enhanced with further innovative functionalities in the coming years.

More comfort for BMW customers.
BMW vehicles have already been sending service-related data directly from the vehicle to the BMW dealer following confirmation by the customer for several years, and in this way enabling targeted interaction between customers and BMW dealers. Up to now, it was still the customer who had to approach their BMW partner themselves – now BMW is proactively approaching the customer. The dealer service requirements contained in the portfolio are constantly being extended and, where it makes sense, augmented with the benefits provided by the broad field of artificial intelligence. The result is the next stage of evolution in the area of connected vehicles and customer service.

What benefits does Proactive Care offer when servicing is required?
Digital tyre diagnosis, fault messages in the vehicle, service requirements – custom proposals for solutions are made possible by data analysis and the recording of customer preferences. The digital-first approach applies here: depending on what is needed, the customer is notified via a message in the My BMW app, via an in-car notification, via e-mail, by their preferred retailer or by a telephone call from Roadside Assistance. Proactive Care improves the customer’s service experience in the long term – from self-help tips (e.g. how to solve a problem via a Remote Software Upgrade), to flexible support in order to guarantee mobility, or by suggesting the right dealer in the global dealer network if a visit to the workshop cannot be avoided. Online appointment scheduling and a personalised service video including online payment handling are just some of the possible options.

Quantum leap in the service promise and availability.
Proactive Care is available worldwide for all BMW models with BMW Operating System 7 or later (as of version 07/2019) All customers need is an active BMW ConnectedDrive contract, and to register their vehicle in the My BMW app or in the My BMW portal with their BMW ID and store their contact details.* In order for data collection to be possible, the customer must accept the Privacy Policy in the vehicle, enable push notifications in the My BMW app and consent to be contacted by BMW AG or their BMW Service Partner. The scope of the work carried out, the costs for this work and when the vehicle should be ready for collection are available to the customer in a transparent manner at all times.

Data protection and transparency are paramount for BMW.
The BMW Group attaches great importance to the confidentiality and integrity of personal data. Data protection and data security have the highest priority for the BMW Group. BMW has committed itself to the collection of data for specific purposes. This means that data is collected intelligently only for dedicated services. The BMW Group adheres to the current legal situation as per the General Data Protection Regulation of the European Union and complementary national laws, such as the German Federal Data Protection Act. This also applies to the use of systems installed in the vehicle.

With Proactive Care, BMW is offering a completely new service experience for its customers, and placing customer satisfaction even more firmly at the centre of what it does.

*The service scope of “Proactive Care” may vary depending on the delivery country.

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CO2 emission information.

The values for fuel consumption, CO2 emissions and energy consumption shown were determined in a standardised test cycle according to the European Regulation (EC) 715/2007 in the version currently applicable. The figures refer to a vehicle with basic configuration in Germany and the range shown considers transmission (automatic or manual) and the different wheels and tyres available on the selected model and may vary during the configuration.

The values of the vehicles labelled with (*), are already based on the test cycle according to the new WLTP regulation and are translated back into NEDC-equivalent values in order to allow a comparison between vehicles. More information on the transition from NEDC to WLTP test procedures can be found here.

These figures are intended for comparison purposes and may not be representative of what a user achieves under usual driving conditions. For plug-in hybrid vehicles and battery electric vehicles the figures have been obtained using a combination of battery power and petrol fuel after the battery had been fully charged. Plug-in hybrid vehicles and battery electric vehicles require mains electricity for charging. The CO2 emissions labels are determined according to Directive 1999/94/EC and the Passenger Car (Fuel consumption and CO2 Emissions Information) Regulations 2001, as amended. They are based on the fuel consumption, CO2 values and energy consumptions according to the NEDC cycle.

A guide on fuel economy and CO2 emissions which contains data for all new passenger car models is available at any point of sale free of charge. For further information you can also visit this link.

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