BMW has launched its latest customer service initiative that provides service centres real-time data if a customer’s “vehicle sensors detect any functional irregularities”.
Dubbed BMW Proactive Care, the information relayed by the system will prompt BMW Service employees to contact a driver via the My BMW app, and then send a message to the instrument cluster or via email should an issue arise prior to a scheduled service.
If the problem is urgent, BMW Service staff can also phone the customer to provide a real-time response.
The system can also allow issues to be resolved via completing a Remote Software Update (RSU), so the driver can resume using the vehicle without the need to visit a service centre.
Should the issue require additional assistance however, Proactive Care can schedule an appointment with a BMW Service Centre to have the issue inspected.
The system can relay real-time data to BMW, providing service departments accurate information in order to arrange parts and begin workshop preparation ahead of time.
The new service is available as standard for all owners who have an active BMW ConnectedDrive contract and have the appropriate functions activated as part of their subscription.
The system can differentiate between the service internals of ICE and EV vehicle to provide customers the most up-to-date service requirements.
“The launch of Proactive Care significantly advances our aftersales commitment to enhance the experience we provide to our customers – using real-time data and proactive, multi-platform communication,” said general manager of customer support for BMW Group Australia, Brett Hocking.
“With Proactive Care, we take existing offerings such as Condition Based Servicing, which revolutionised traditional service intervals, and elevates them to a new level.
“Through this program, we go beyond information delivery and take a proactive approach to provide drivers with critical information about the operational aspects of their vehicle and possibly even correct an issue remotely before they are even aware of it.”
