BMWs Can Now Notify Service Dept of Errors For Repair

BMW has sensed another ongoing revenue stream as a result of their Over-The-Air-Update capacity. Some of the services are included the five-year new car warranty period, along with, three-year roadside assistance and accident management, emergency call and full use of dealership café facilities at BMW dealers around the country. After warranty, fees apply.

Like many of the services, free for a period, would no doubt attract a cost after the period ends. Proactive Care program. We’ve already mentioned the renting of heated steering wheel, heated seats, and Apple CarPlay functionality that may or may not be included for the warranty period. The same goes for the concierge services including the SOS emergency facility.

The system does not need a mobile phone connected, instead it uses an inbuilt SIM, with connection included in the new car price for the warranty period. The Proactive Care programme extends the remit of the system by using the SIM to transmit data collected by the onboard computers with input from sensors dotted about the car. Should anything be detected that is out of normal operating parameters, BMW Service would be notifies without the driver having to take any action.

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It means a warning message pops up on the dash to notify the driver that support is available. The resulting work may or may not attract additional cost to the owner. Depending on the urgency, BMW Service would use the My BMW app to send a message to the driver, send a follow up message for display on the instrument display, or provide an update via email. If the situation warrants if, the service centre may even call the driver/owner on the phone. All is not lost, as the error might be fixed by a Remote Software Update (RSU), again, only while the SIM is connected to the cell network. Outside the warranty period, subscription fees apply, thus extending ongoing cost.

If required, BMW Service Partners will have data in order to get the workshop ready for the arrival and remedy of the errant vehicle. Remember, Proactive Care only available for owners with an active BMW ConnectedDrive contract, either during the free period that comes with the purchase, or by paying further fees once that period is up.

Although the system applies to any BMW with the Over-The-Air-Update system active, the system is smart enough to realise electrified models receive special expertise.

Brett Hocking, General Manager of Customer Support for BMW Group Australia, said Proactive Care was aimed at further improving the company’s customer service offering using the latest technology.

“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,” Mr. Hocking said.

“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.”