CIMdata PLM Industry Summary Online Archive
29 January 2008
Implementation Investments
New Standards for Customer Service: State-Of-The-Art Cars Know Their Own Service Needs
T-Systems has developed a service solution for the automotive industry that is one-of-a-kind worldwide. This solution will be exclusively featured in cars manufactured by BMW. With BMW TeleServices, the premium car manufacturer is providing its authorized service partners with a system that sets entirely new standards for customer service. T-Systems, the business customer unit of Deutsche Telekom, designed, developed and tested the communications technology in cooperation with BMW. The ICT service provider also supported the rollout in Germany, Austria and France. More countries will follow in 2008.
The innovative system enables the car's maintenance data to be transmitted to an authorized service partner almost completely independent of the car's location. Using a wireless card from T-Mobile, which is built into the car, the on-board computer transmits data to the diagnostic systems at BMW headquarters via a data connection. Now, for the first time, this data exchange can also be used without the SIM card. All cell phones approved for BMW TeleServices can now be used for these new services.
The system forwards the vehicle's service request to the assigned BMW service partner, which then contacts the driver to schedule an appointment. Data received in advance makes it possible for the BMW service partner to make optimal preparations for the required maintenance. When the car arrives at the BMW service partner, the mechanic already has information on the car's state, for example whether it needs an oil change and the condition of the brakes. The service order is prepared before the car arrives; shop resources have been made available, the necessary replacement parts have been ordered and the mechanic already knows what needs to be done: All of this makes servicing cars faster, simpler and more economical both for customer service and for the drivers themselves.
Since September 2007, all new BMW models have hit the streets equipped with BMW TeleServices. The service can be activated immediately in combination with the navigational device and monitor. A switchboard developed by T-Systems manages the entire data exchange and functions as the hub between the cars, the BMW service partners and the central server.
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