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 in the next stage of evolution in the area of connected vehicles and customer service. The initial applications are now live and the automaker plans continuous enhancements for the future.
BMW Proactive Care
So what are the benefits of Proactive Care when it comes time for service? By analyzing data and capturing customer preferences, it enables tailored solutions. BMW says the digital-first approach ensures that customers are notified through their preferred channels, whether it's the My BMW app, in-car notifications, email, their chosen dealer or a call from Roadside Assistance.
Proactive Care also enhances the long-term service experience, ranging from self-help tips to flexible support ensuring uninterrupted mobility. It even suggests the right dealer within the global network when a workshop visit is required. Online appointment scheduling and personalized service videos with online payment options are among the many available features.
Proactive Care is a global offering available for all BMW models equipped with BMW Operating System 7 or later, as of version 07/2019. To participate, customers need an active BMW ConnectedDrive contract and must register their vehicle in the My BMW app or portal using their BMW ID and contact details.
Source: BMW
