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BMW TeleService

BMW TeleService. Data Integration. 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

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BMW TeleService

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  1. BMW TeleService Data Integration

  2. 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

  3. TeleService • Part of the BMW Assist Safety Plan • Transmits upcoming service needs to customer’s primary BMW center • Customer can also trigger request manually

  4. Engine oil change Inspection I Inspection II Brake fluid Brakes – front & rear Vehicle check Micro-filter Spark plugs Automatic transmission fluid Emissions test Automatic TeleService Triggers

  5. What happens today?

  6. 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

  7. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Months since purchase or last service Standard Service Reminder Timing

  8. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Months since purchase or last service When TeleService Notification Received

  9. Engine oil change Inspection I Inspection II Brake fluid Brakes – front & rear Vehicle check Micro-filter Spark plugs Automatic transmission fluid Emissions test Communication Retiming Triggers • Brake fluid • Brakes – front & rear • Vehicle check • Micro-filter • Spark plugs • Automatic transmission fluid • Emissions test

  10. 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 What’s Really Happening?

  11. 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

  12. TeleService Notification Email Follow-up Day 1 Day 3 Day 4 Day 2 Day 5

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