The festive season is just about upon us, and in time for the phenomenon of exponential inter-provincial travel, BMW’s local branch has launched its Proactive Care customer service programme which aims to identify potential maintenance needs at an early stage.
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As the name states, the Proactive Care programme intends to identify maintenance needs or functionality issues at an early stage. This customer service programme from BMW Group South Africa comes just ahead of the festive season, where many owners embark on long-distance drives and inter-provincial travel and is intended at offering peace of mind and convenience courtesy of advanced digital technology and seamless communication.
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By using vehicle sensors and the BMW ConnectedDrive system, any identified concerns are shared directly with BMW, which then informs the owner. Communication is facilitated through email, in-vehicle messages, or the My BMW app. In urgent cases, BMW’s On Call roadside assistance may even contact owners directly via telephone, ensuring immediate support when necessary. Proactive Care streamlines the servicing process by allowing BMW service partners to suggest available appointment dates, or owners can choose a time that suits them. For added transparency, if additional work is identified, service centres can send a personalized video explaining the details via the My BMW app. This approach emphasizes convenience and ensures that customers receive proactive and transparent service.
Rob Gearing, General Manager for Customer Support at BMW Group South Africa, highlighted the importance of this innovative solution. He emphasized that technological advancements now enable brands like BMW to offer proactive support, ensuring customers feel valued and reassured. “With BMW Service with Proactive Care, we’re proving to our customers that, whatever happens, we are there for them,” said Gearing.
To access BMW Service with Proactive Care, vehicle owners must meet a few requirements. The service is available for all models equipped with BMW Operating System 7 or later. Owners need to activate a BMW ConnectedDrive account, link their vehicle to their BMW ID via the My BMW app or portal, and ensure their contact details, including a phone number and email address, are registered under their BMW ID. Additionally, users must consent to the Privacy Policy and enable communication through the My BMW app, including activating push notifications for ease of contact.
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BMW further adds that its On Call roadside assistance is available 24/7 across South Africa, with an additional complimentary service stationed at Van Reenen’s Pass along the N3 highway between Johannesburg and Durban from December 13, 2024, to January 6, 2025.
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