Blitzz helps BMW bring roadside assistance and customer support to your smartphone

SAN JOSE, Calif., Feb. 08 2022 (GLOBE NEWSWIRE) — The coronavirus pandemic has had an undeniable effect not just on the new vehicle buying experience, but on all aspects of the automotive industry. The way customers interact with their dealerships for purchases and service needs has gone through a paradigm shift offering exciting new opportunities to provide them with a premium ownership experience. Customers can virtually build and tour a new vehicle, buy a car online, and have that car delivered without ever leaving their home. BMW of North America takes this virtual innovation one step further through its collaboration with Blitzz, a live remote video inspection and assistance platform.

Instead of downloading an app, BMW Genius or Roadside Assistance customers can get a support link via SMS and be immediately connected to the representatives handling their case via their smartphone. BMW representatives then work with customers to visually assess questions or issues with the car and walk drivers through how to use their vehicle’s features or troubleshoot any issues, all via an interactive video call.

For BMW, Blitzz helps to:

  • Improve communication: Instead of relying on verbal cues and descriptions, BMW Technicians can see first-hand what customers are describing. BMW representatives can even draw on the screen in real time to identify points of interest. With customer approval, Blitzz may also record service calls for quality control reviews.
  • Reduce support call times: Technicians spend less time explaining where a button is or how to get to the right control screen, and more time troubleshooting.
  • Increase capacity: Because calls are more efficient, BMW technicians can respond to more support calls in a given day.
  • Lower operating expenses: In many cases, Blitzz eliminates the need for on-site support which requires travel time, gas and dedicated support vehicles.

For BMW customers, Blitzz helps to:

  • Enable safer interactions: Remote video support is perfectly suited for social distancing.
  • Ensure less stress: Customers can connect to remote assistance first instead of worrying about calling a tow truck or bringing their vehicle to the store.
  • Get back on the road faster: In just minutes, technicians can visually show customers how to make minor repairs or adjustments that will get vehicles back to working order.

“Video support tools like Blitzz are transforming the way our master technicians interact with customers remotely,” said Noel Burris, Manager, BMW Roadside Assistance Program. “Blitzz has been especially helpful when customers are stuck or need help right away. Instead of waiting hours for a technician to show up, we can assess virtually any issue and get the customer back on the road quickly. and safely.”

Real-time video calls allow BMW technicians to see things they otherwise wouldn’t be able to see. In one instance, Burris and his team spotted a rock blocking the charging port of a hybrid vehicle after seeing the customer parked on a gravel driveway.

“BMW North America is one of the most respected automakers in the world because it makes customer satisfaction a top priority,” said Rama Sreenivasan, CEO and co-founder of Blitzz. “With Blitzz technology, BMW customer support teams can go further with real-time video support.”

For more information on Blitzz, visit www.blitzz.co.

For more information on BMW North America, LLC. to visit www.bmwusa.com.

About Blitz

Founded in 2017, Blitzz helps businesses save time and money by performing tasks such as home inspections, audits, equipment troubleshooting, etc., faster and more safely. With its video support technology, companies can assist their customers and their own technicians and field service employees with technical troubleshooting, inspection, audits, maintenance and customer support – entirely remotely. Blitzz facilitates millions of minutes of video per month across various industries including automotive, construction, power & utilities, insurance, and more.

BMW Group in America

BMW of North America, LLC has had a presence in the United States since 1975. Rolls-Royce Motor Cars NA, LLC began distributing vehicles in 2003. The BMW Group in the United States has grown to include marketing organizations, sales and financial services for the BMW brand of motor vehicles, including motorcycles, the MINI brand and Rolls-Royce Motor Cars; Designworks, a California-based strategic design consultancy; technology offices in Silicon Valley and Chicago, and various other operations across the country. BMW Manufacturing Co., LLC in South Carolina is the BMW Group’s global competence center for the BMW X models and manufactures the X3, X4, X5, X6 and X7 sports activity vehicles. The BMW Group sales organization is represented in the United States by networks of 350 BMW Passenger Car and BMW Sports Activity Vehicle Centers, 144 BMW Motorcycle Dealerships, 112 MINI Passenger Car Dealerships and 38 Rolls-Royce Dealerships Motor Car. BMW (US) Holding Corp., the BMW Group’s sales headquarters for North America, is located in Woodcliff Lake, New Jersey.

Media Contact: Libby Foster, [email protected]

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Joseph P. Harris