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