BMW Group Australia is launching a new aftersales program called Proactive Care.
Proactive Care anticipates the needs of its customers by connecting them with the entire BMW Service world as and when required. This occurs automatically and proactively without the driver having to take any action.
The program caters to all powertrain offerings, including the latest electrified models, whose service requirements differ from their conventionally-powered stablemates. Proactive Care recognises this distinction and ensures that the unique needs of electrified models are met with the appropriate expertise.
BMW Group Australia customer support general manager Brett Hocking says Proactive Care further improve 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,” Hocking says.
“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,” he says.
If a warning message appears on the instrument display, support is available. Vehicle sensors detect any functional irregularities early and transmits the data directly – in real time – to BMW for analysis and processing.
Depending on the urgency, BMW Service experts will get in touch with the driver via the My BMW app, send a follow up message for display on the instrument display, or provide an update via email. Phone contact is also established rapidly if the matter is urgent.
If a problem can be solved remotely with a Remote Software Update (RSU), the system will complete the necessary action so the journey can be safely completed.
BMW provides the driver with immediate support during the process and can also provision an appointment with the preferred BMW Service Partner where necessary. This can include the transmission of data for early workshop preparation and parts ordering so that repairs can be carried out more efficiently.
Proactive Care is included as standard for all owners who have an active BMW ConnectedDrive contract and with the appropriate functions enabled in the vehicle.
It bolsters the array of ownership solutions offered on a complimentary basis upon purchase of a new BMW, including a five-year new car warranty, three-year roadside assistance and accident management, emergency call and full use of dealership café facilities at BMW dealers around the country.
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