On October 25th, BMW’s after-sales innovative technology experience day was presented creatively in Beijing. Combining the current hot room escape project with the theme of “Proxima Mission”, based on the highlights of BMW’s after-sales service, eight secret room levels were created. In this immersive interactive experience full of challenges and adventures, fully experience the innovative practice of BMW after-sales service in terms of technology and service.
Mr. Kang Bo, Vice President of Aftersales Service of BMW Brilliance delivered a speech
Innovation has always been deeply rooted in BMW’s brand DNA. For a long time, BMW has been committed to relying on the spirit of innovation to continuously provide customers with high-quality products and services to meet the increasingly diverse and personalized needs of customers. The concept of “customer-centric” is the underlying logic of BMW’s after-sales service innovation. In continuous practice, with “service quality” as the cornerstone and “value, convenience, and care” as the core, through technological innovation and service innovation, Continuously improve the customer’s after-sales service experience, and win the trust of customers with high-quality after-sales service.
Technological innovation, improving customer experience with quality
Through the application of innovative technology, BMW’s after-sales service continuously improves the efficiency and accuracy of vehicle diagnosis, maintenance and repair, so that customers can enjoy the reliability and professionalism of the original technical service.
The original water-based paint color meter is the core equipment for BMW aftermarket paint technicians. The device uses blue and white LED light sources to measure with 6 angles and 12 light paths without dead angles, accurately read the change of vehicle surface color, and analyze particle size and texture details. With the digital toning solution, it helps the paint technician to quickly and accurately determine the color scheme, greatly reduces the risk of color difference after painting, and helps the vehicle to achieve a perfect repair effect and restore it to a new smoothness.
The original water-based paint color meter effectively improves the color matching accuracy of car paint
The vibration and noise analyzer (NVH Analyzer) can collect vibration data in the cabin or engine compartment during the operation of the faulty vehicle, and based on variable conditions such as engine speed, vehicle speed, driving mode, tire size, etc., the collected vibration waves By comparing the vibration frequency with the normal vehicle frequency, different vibration sources or noise sources can be accurately separated, the fault point can be confirmed, and the diagnosis efficiency can be improved by digital means to help customers save the time and cost of vehicle maintenance and repair.
Vibration and Noise Analyzer Uses Accurate Measurement to Troubleshoot Troubleshooting Quickly
Remote audio-visual support AR equipment, through audition remote support, transmits the immediate technical problems faced by front-line maintenance technicians to the more experienced BMW expert team in real time through augmented reality technology, realizing “remote consultation”, enabling maintenance technicians to communicate and communicate in real time. Under the guidance, troubleshoot the vehicle as soon as possible. The application of this technology not only helps a single customer efficiently solve difficult vehicle problems, but also helps improve the service level of BMW’s front-line technicians, thereby benefiting more customers.
Remote audio-visual support AR equipment helps technicians improve maintenance efficiency
In addition to enabling remote technical guidance in terms of hardware, BMW has also developed a BMW remote diagnosis system for after-sales service. The system has already communicated its technical concepts in Germany, and it will be fully introduced into the Chinese market in the future. Based on this system, BMW after-sales technical experts can conduct fault diagnosis and remote guidance on customers’ problematic vehicles online, and arrange follow-up services through the system-integrated dealer maintenance reservation and parts reservation functions, creating a one-stop after-sales maintenance solution for customers.
Remote diagnosis further simplifies vehicle electronic fault prediction and processing
Service innovation, caring for customer experience with care
BMW follows up the ever-changing consumer behavior and consumer psychology with innovative and pioneering thinking. While constantly innovating technology, a series of services that reflect service value, customer care and enhance customer convenience experience have emerged as the times require.
Focusing on the fast-growing second-hand car customer group, BMW has launched the standard service of “Used Car Home” – individual car owners who buy a BMW second-hand car through any channel and hold it for more than 100 days can enjoy a free vehicle health check, free A series of original factory-quality after-sales services including oil and filter maintenance, free registration of cloud interconnection APP, Changyue maintenance service, etc.
In addition, in order to further help customers save the time and cost of vehicle maintenance, BMW Aftermarket launched the “58-minute oil maintenance service”. Customers can make an appointment in advance through the BMW cloud interconnection APP, after-sales service hotline, WeChat public account of the customer service center, etc., and can enjoy the whole process of priority reception when they arrive at the store. In just 58 minutes, they can complete a high-quality engine oil maintenance and a free vehicle health check.
It is always the mission of BMW to ensure the safety of our customers. When a customer encounters an emergency, they can initiate a rescue request through multiple calling channels such as the car machine, the after-sales hotline, and the BMW cloud interconnection APP. The BMW Roadside Assistance Team will provide customers with peace of mind and protection 24/7 to fully protect their personal and vehicle safety. The BMW road rescue real-time monitoring platform is like the eye of the sky. It can accurately grasp the location of the accident vehicle at the first time when the call is answered, and guide customers online to troubleshoot some faults. The remote call of the company, tow truck and ambulance provides a strong guarantee for the safety of life and property of customers.
BMW has always been committed to leading the future of the automotive industry through innovative technologies and concepts. In the ever-changing market environment, BMW always insists on growing together with customers, strives to accurately understand customers’ changing consumer needs, and injects them into after-sales service technologies and products, so as to lead the industry change and ultimately help customers realize ” Value, Convenience and Caring” multiple appeals, join hands with customers to share worry-free on the road to a better future of travel.
