Dealer Product ServicesTeleService Data Integration

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BMW TeleServiceData Integration

Dealer Product ServicesTeleService Data Integration

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BMW Assist

• First introduced on the 2004 5 Series, BMW Assist is the BMW telematics package

• Beginning in 2007, BMW Assist is standard on: – 5 Series– 6 series – 7 Series – Available option on all other models

• Includes two plans – Safety & Convenience• In 2007, BMW made the Safety Plan is

complimentary for the first 4 years

Dealer Product ServicesTeleService Data Integration

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TeleService

• Part of the BMW Assist Safety Plan• Transmits upcoming service needs to

customer’s primary BMW center• Customer can also trigger request

manually

Dealer Product ServicesTeleService Data Integration

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Automatic TeleService Triggers

• Engine oil change• Inspection I• Inspection II

• Brake fluid • Brakes – front & rear• Vehicle check• Micro-filter• Spark plugs• Automatic

transmission fluid• Emissions test

Dealer Product ServicesTeleService Data Integration

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What happens today?

Dealer Product ServicesTeleService Data Integration

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Why Integrate TeleService Data?

• Consistent, comprehensive and co-ordinated channels of communication

• Don’t overload customers with communications

• Enhance the timing of reminder communications to consumers

• Pilot program that sends email follow-up reminder when center doesn’t disposition the notification

Dealer Product ServicesTeleService Data Integration

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1 122 3 4 5 6 7 8 9 10 11 13 14

Months since purchase or last service

Standard Service Reminder Timing

Dealer Product ServicesTeleService Data Integration

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1 122 3 4 5 6 7 8 9 10 11 13 14

Months since purchase or last service

When TeleService Notification Received

Dealer Product ServicesTeleService Data Integration

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Communication Retiming Triggers

• Engine oil change• Inspection I• Inspection II

• Brake fluid • Brakes – front & rear• Vehicle check• Micro-filter• Spark plugs• Automatic

transmission fluid• Emissions test

• Brake fluid • Brakes – front & rear• Vehicle check• Micro-filter• Spark plugs• Automatic

transmission fluid• Emissions test

Dealer Product ServicesTeleService Data Integration

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What’s Really Happening?

• Notification received during processing or after 1st reminder sent– No impact on 1st

reminder– 2nd reminder sent 60

days after notification date

– 3rd reminder sent 60 days after 2nd

• Notification received before 1st reminder sent– Service reminder

cycle is re-timed– 1st reminder is

suppressed– 2nd reminder sent 60

days after notification date

– 3rd reminder sent 60 days after 2nd

Dealer Product ServicesTeleService Data Integration

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TeleService Notification Email Follow-up Pilot • 8 – 10 centers will be selected by BMW

– Must be enrolled on BMW Service Connection Program

– Must be utilizing email

• Based on success of pilot, BMW may add to BWM Service Connection Program– Optional – Must be using or willing to use email

Dealer Product ServicesTeleService Data Integration

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Day 1Day 2Day 3Day 5Day 4

TeleService Notification Email Follow-up