June 12, 2019 – BMW of North America (BMW NA), Ubimax and RealWear have announced the introduction of new dealership and workshop communication technologies aimed at reducing repair and maintenance times at BMW Centers and MINI Dealers, increasing workshop efficiency, and ultimately improving customer satisfaction. All 347 BMW Centers and selected MINI Dealers in the US will be supplied with Ubimax Frontline augmented reality software running on RealWear HMT-1 headset devices.
Andy Lowery, Co-Founder and CEO of RealWear, added: “BMW, Ubimax and RealWear have formed an ideal team to lead the digital transformation of automotive servicing. RealWear is proud to see HMT-1 on the path to become a standard part of the automotive technician’s tool belt thanks to leaders like BMW and Ubimax.”
When fully implemented this month, the all-new Technical Information System, TIS 2.0, together with the Technical Support & Research Assistant, TSARA, and the new TSARAVision Smart Glasses will provide technicians in the field with easier and faster access to technical information and a real-time live link to BMW engineers for additional support.
TIS 2.0 is a multimedia platform for technician support. It was developed by BMW NA with feedback from technicians and can be accessed by BMW Center and MINI Dealer personnel on any mobile device, putting all technical data for every BMW and MINI model at every technician’s fingertips. BMW stated that making this information available directly on a mobile device will help improve efficiencies by eliminating the need for technicians to stop work, and log onto a desktop to look for information.
BMW’s new online case-reporting system, TSARA, will speed repair and maintenance processes by an average of 70 to 75 percent. TSARA will help BMW Centers and MINI Dealers work more efficiently thanks to intuitive and interfaces, faster case-entries, and multimedia support. For more challenging issues, where direct support from engineers is needed, BMW NA implemented the use of all-new TSARAVision Smart Glasses to their dealers and workshops.
Donning a pair of TSARAVision Smart Glasses, technicians in service centers can connect with engineers and other experts directly via a hands-free video link and collaboratively work through issues to resolve them in a faster and more efficient manner. An expert can project step-by-step technical bulletins and schematic drawings onto the display inside the technician’s headset, as well as take screenshots and enlarge images for better visibility. The technician can open and view documents via voice instructions while working on the car.
“TIS 2.0, TSARA and the TSARAVision Smart Glasses are great examples of how we are applying new technologies to help BMW technicians work more efficiently and further our commitment to offer the best possible service experience for BMW customers,” said Claus Eberhart, Vice President, Aftersales, BMW of North America. “By solving issues faster, BMW dealers can get customers back into their cars sooner.”
In addition to improving customer service, the implementation of these new technologies will also support current and future technicians as they maintain the next generation of BMW Group vehicles.
“Vehicle technology is becoming more complex, which only highlights the need for excellent technicians,” said Neal Guthrie, Department Head for Technical Service at BMW of North America. “Hiring top technicians and providing them with the best possible systems and tools with which to work, will be critical to our success.”
Dr. Hendrik Witt, Co-Founder and CEO of Ubimax, said: “To see BMW rolling out Ubimax Frontline across the entire U.S. is another great testimony of how beneficial our technology is for the after-sales service business.”
The new technology will be in use at all 347 BMW Centers and selected MINI Dealers in the US by June 2019.
Image credit: RealWear