F2008-10-003
Customer Care by BMW TeleServices
Abstract
By the growth of innovative electronic functions chances are offered for the improvement of the customer service.
A goal is also in complex questions to support around fast precise answers to give to be able.
Technically supported the driver can transfer a detailed, appropriate description of the functions /malfunctions to the service advisor or the Roadside Assistance. For this the vehicle can convey the data automatically or when desired to next legal inspection, oil change, service.... and the current electrically sensory measured condition of the vehicle.
The function BMW TeleServices facilitates here communication over and with the vehicle.
Vehicle electronic components give precise information for the condition of the entire vehicle and will be transferred over cellular phone network to the service partner or related call center.
Based on this vehicle test and the symptoms described by the driver the necessary measures can be planned precisely. Actively the service partner can place itself to the tasks and meet a reliable statement over extent and duration of a service stay which can be expected.
By the established communication from the vehicle, the registration of the service and a visible examined number of communication partners the privacy of the data always remains secured in communication.
The concentration on the technically necessary data in the context of the familiar partners offers completion of integrity of the service requests.
The technical conversion is based on the well-known telematics components: data capable cellular phone network, application logic in entertainment electronics.
Headed for through wear and tear sensors or customer's request communication with the service partner from the vehicle will be established.
In the vehicle then, those are gathered and conveyed to the workshop for evaluation. The service partner receives a precise picture for situation in the vehicle.
The next "box stop" is planned based on that as in the formula 1 and prepared for fastest possible run. Aimed a service offer custom-made on it is suggested to the driver actively by the service partner.
For illustration the lecture can be enriched with 2 cinematic elements:
Film 1. approx. 1.5 min at the beginning a US commecial. The customer gets a call from his service partner while driving. A service date is offered to be agree because of the need to the oil change, announced by the vehicle. The film seized emotional possible doubts for the privacy of the data, answers these by clear statement to data contents at the same time to security and obtains emotional the "Customer Care" feeling.
Film 2. approx. 2,5m Animated technical representation of the expiration collection of the trigger signals at the consumption sensors of the vehicle, transport of the signals over the electrical system from the vehicle by portable radio (Google Earth flight) to the service partner.
This abstract is supplemented by a PDF, which can be viewed here.
Session: Interface Management