BMW Proactive Care – the digital concierge for BMW Customer Service
- Jay Hanson
- Alexander Schmuck
- New service promises more convenience for BMW owners.
- Helpful predictive service enhanced through AI.
- New digital-first approach to customer contact.
Woodcliff Lake, NJ – September 26, 2023…BMW is unveiling a new data- and AI-driven offering in customer service. Proactive Care includes new tools and information that allow the vehicle to identify existing and predictable service requirements, so that in many cases it can anticipate the customer’s needs and proactively offer solutions. The first applications for existing and upcoming vehicles are already in operation and will be continuously enhanced with further innovative functionalities in the coming years.
A new level of convenience for BMW customers.
BMWs have been sending service-related data directly to the customer’s preferred BMW center (with the permission of the customer) for many years, thereby enabling targeted interaction between customers and BMW centers. Until now, the customer then had to approach their BMW service center themselves. But with the introduction of Proactive Care, BMW will proactively reach out to the customer. The result is the next stage of evolution in connected vehicles and customer service.
The number of dealer service options within the portfolio is growing constantly and, where it makes sense, augmented with the benefits provided by the broad field of artificial intelligence. Digital tire diagnosis, fault messages, maintenance requirements – individualized recommendations are made possible through data analyses and records of customer preferences.
The digital-first approach means, depending on what is needed, the customer may be notified via a message in the My BMW app, via an in-car notification, via email from their preferred service center, or by a 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 to guarantee mobility, or by suggesting the right service center if a visit to the workshop cannot be avoided. Online appointment scheduling and a personalized service video including online payment handling are just some of the possible options. A description of the work performed, the associated costs (if any), and expected completion time are always available to the customer in a transparent manner.
Proactive Care is available for all BMW models with BMW Operating System 7 or later (as of version 07/2019). Customers must have an active BMW ConnectedDrive contract, and to register their vehicle in the My BMW app or in the My BMW portal on bmwusa.com with their BMW ID and store their contact details. 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 or their BMW service center.
Data protection and transparency are paramount for BMW.
BMW of North America takes data privacy and the data security of our customers very seriously. We provide our customers with comprehensive data privacy notices regarding the collection of their personal information and allows vehicle drivers to make granular choices regarding the collection and processing of their personal information. Further, we allow our customers to delete their data whether on their apps, vehicles or online. BMW NA does not sell our customer’s in-vehicle personal information and provides our customers the opportunity to opt out of BMW targeted behavioral advertising on the Internet.
BMW Group in the United States.
BMW of North America, LLC was established 50 years ago to support the sales, marketing and distribution of BMW automobiles and motorcycles in the U.S. In 1993 BMW Group Financial Services NA, LLC was founded, and one year later BMW Manufacturing Co., LLC began assembling vehicles in South Carolina. In 2002 and 2003, BMW Group established MINI USA, and Rolls-Royce Motor Cars NA, LLC relaunching two iconic brands and rounding out its product portfolio.
Today, the BMW Group has a nationwide corporate footprint in the U.S. which consists of nearly 30 locations in 12 different states. Beyond the National Sales Company and Financial Services headquarters in Woodcliff Lake, NJ, its manufacturing plant in Spartanburg, South Carolina, and numerous other operational facilities, BMW Group in the U.S. also includes Designworks, a strategic design consultancy in Santa Monica, CA, BMW Group Technology Office USA, a technology research and development center in Silicon Valley, and BMW i Ventures, a venture capital fund, also in Silicon Valley.
BMW Group Plant Spartanburg is the largest single BMW production facility in the world, and the global center of competence for BMW Sports Activity Vehicles including the X3, X4, X5, X6, X7, and XM. The plant assembles more than 1,500 vehicles each day, and up to 450,000 annually. Since 1994, Plant Spartanburg has assembled nearly 7 million BMW vehicles in the U.S.
The BMW Group sales organization in the U.S. is represented through a network of 350 BMW retailers, 147 BMW motorcycle retailers, 104 MINI passenger car dealers, and 38 Rolls-Royce Motor Car dealers. The company’s activities provide and support over 120,000 jobs across the U.S. and contribute more than 43.3 billion to the U.S. economy annually.
Journalist note: Information about BMW Group and its products in the USA is available to journalists on-line at www.bmwusanews.com, www.miniusanews.com and www.press.bmwna.com
A new level of convenience for BMW customers.
BMWs have been sending service-related data directly to the customer’s preferred BMW center (with the permission of the customer) for many years, thereby enabling targeted interaction between customers and BMW centers. Until now, the customer then had to approach their BMW service center themselves. But with the introduction of Proactive Care, BMW will proactively reach out to the customer. The result is the next stage of evolution in connected vehicles and customer service.
The number of dealer service options within the portfolio is growing constantly and, where it makes sense, augmented with the benefits provided by the broad field of artificial intelligence. Digital tire diagnosis, fault messages, maintenance requirements – individualized recommendations are made possible through data analyses and records of customer preferences.
The digital-first approach means, depending on what is needed, the customer may be notified via a message in the My BMW app, via an in-car notification, via email from their preferred service center, or by a 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 to guarantee mobility, or by suggesting the right service center if a visit to the workshop cannot be avoided. Online appointment scheduling and a personalized service video including online payment handling are just some of the possible options. A description of the work performed, the associated costs (if any), and expected completion time are always available to the customer in a transparent manner.
Proactive Care is available for all BMW models with BMW Operating System 7 or later (as of version 07/2019). Customers must have an active BMW ConnectedDrive contract, and to register their vehicle in the My BMW app or in the My BMW portal on bmwusa.com with their BMW ID and store their contact details. 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 or their BMW service center.
Data protection and transparency are paramount for BMW.
BMW of North America takes data privacy and the data security of our customers very seriously. We provide our customers with comprehensive data privacy notices regarding the collection of their personal information and allows vehicle drivers to make granular choices regarding the collection and processing of their personal information. Further, we allow our customers to delete their data whether on their apps, vehicles or online. BMW NA does not sell our customer’s in-vehicle personal information and provides our customers the opportunity to opt out of BMW targeted behavioral advertising on the Internet.
BMW Group in the United States.
BMW of North America, LLC was established 50 years ago to support the sales, marketing and distribution of BMW automobiles and motorcycles in the U.S. In 1993 BMW Group Financial Services NA, LLC was founded, and one year later BMW Manufacturing Co., LLC began assembling vehicles in South Carolina. In 2002 and 2003, BMW Group established MINI USA, and Rolls-Royce Motor Cars NA, LLC relaunching two iconic brands and rounding out its product portfolio.
Today, the BMW Group has a nationwide corporate footprint in the U.S. which consists of nearly 30 locations in 12 different states. Beyond the National Sales Company and Financial Services headquarters in Woodcliff Lake, NJ, its manufacturing plant in Spartanburg, South Carolina, and numerous other operational facilities, BMW Group in the U.S. also includes Designworks, a strategic design consultancy in Santa Monica, CA, BMW Group Technology Office USA, a technology research and development center in Silicon Valley, and BMW i Ventures, a venture capital fund, also in Silicon Valley.
BMW Group Plant Spartanburg is the largest single BMW production facility in the world, and the global center of competence for BMW Sports Activity Vehicles including the X3, X4, X5, X6, X7, and XM. The plant assembles more than 1,500 vehicles each day, and up to 450,000 annually. Since 1994, Plant Spartanburg has assembled nearly 7 million BMW vehicles in the U.S.
The BMW Group sales organization in the U.S. is represented through a network of 350 BMW retailers, 147 BMW motorcycle retailers, 104 MINI passenger car dealers, and 38 Rolls-Royce Motor Car dealers. The company’s activities provide and support over 120,000 jobs across the U.S. and contribute more than 43.3 billion to the U.S. economy annually.
Journalist note: Information about BMW Group and its products in the USA is available to journalists on-line at www.bmwusanews.com, www.miniusanews.com and www.press.bmwna.com