BMW’s Proactive Care transforms customer service through innovation.

Midrand. BMW Group South Africa has introduced BMW Service with Proactive Care, an innovative customer service solution that delivers individual, pre-emptive support to a growing number of BMW owners*.

Launched ahead of the 2024 festive season – a time when many South Africans typically embark on road trips with loved ones – BMW Service with Proactive Care provides peace of mind and convenience through the integration of advanced digital technology and streamlined communication. This pioneering service ensures that BMW owners can enjoy their journeys with confidence, knowing they have access to expert assistance when needed.

“Today’s technological innovations have enabled automotive brands to take a more proactive stance when supporting vehicles and owners. With BMW Service with Proactive Care, a first for the South African market, we are proving to our valued customers that, whatever happens, we are there for them,” said Rob Gearing, General Manager for Customer Support at BMW Group South Africa.

Using BMW Service with Proactive Care, BMW can detect and inform vehicle owners about maintenance requirements or potential function failures in their BMWs at an early stage. When sensors in the vehicle detect any possible failures, that information is then shared with BMW via ConnectedDrive, after which service partners will contact the owner using email, in-vehicle messages or through the My BMW app. In urgent situations, BMW’s On Call roadside assistance service may contact owners directly by telephone.

"Relax. We Care."

In the event of vehicle servicing, BMW partners will suggest available dates for appointments, or owners can advise what date is most suitable for them. Where additional work is identified, a personalised service video can be sent to the customer via the My BMW app.

“The secret ingredient is convenience, which is illustrated in the ease with which our customers can request and receive assistance. Whether it is through in-car or in-app messages, email, phone, or roadside assistance, there is always a way for our customers to get in contact with us and for them to enjoy the added value that BMW offers. They can relax because we care,” Gearing added.

BMW's On Call roadside assistance service is available 24/7 from anywhere in South Africa. Complimentary roadside assistance is also available on the Van Reenen’s Pass located along the N3 highway between Johannesburg and Durban from 13 December 2024 to 6 January 2025.

BMW Service with Proactive Care is available for all BMW models with BMW Operating System 7 or later. To sign up for the solution, vehicle owners must:

1. Activate a BMW ConnectedDrive account for their BMW.
2. Assign their vehicle to their BMW ID, either in the My BMW app or on the My BMW portal.
3. Register their details under their BMW ID, including their current phone number, email address, and preferred BMW retailer.

Owners must consent to the Privacy Policy in the vehicle and to receiving communication from the My BMW app. To make contact even easier, owners can enable push notifications in the My BMW app.

ENDS

* BMW Service with Proactive Care is available on most BMW models from model year 2018 onwards.