The Teleservice programme is being rolled out following the launch of the pilot in January 2016, and uses intelligence provided by connected vehicles to enable Alphabet to contact corporate, public sector and SME customers to provide a more proactive and informed service booking experience.

The scheme is currently only offered with BMW and selected MINI vehicles in the UK, although Alphabet said it is also in discussions with other vehicle manufacturers to make the service available ultimately for all makes and models.

The initiative uses Teleservice service alert data – which is sent to Alphabet autonomously from vehicles requiring attention at the same time as the warning light appears for the driver. Alphabet then proactively calls or messages the driver to arrange the required action or service.

The information transmitted by the vehicle helps Alphabet’s Maintenance team determine the precise type of servicing work required and how long the action will take. In addition, the vehicle transmits the status of other functions of the car, such as brakes and filters, so that Alphabet can proactively arrange to address any upcoming issues at the same time as the service action.

Benefits include more accurate estimates for how long the service will take, thus reducing vehicle downtime and helping the fleet driver maximise their productive working day with a ‘While You Wait’ service’ where possible.

Other benefits for fleets of this Teleservices initiative include the reassurance that a fleet’s vehicles are maintained to the correct standards and serviced at the right time, helping to avoid unnecessary end of contract cost implications for the customer. The new service also minimises unplanned servicing, maintenance and repair (SMR) events for fleets.

Kit Wisdom, head of technical services at Alphabet, said: “To be the first mobility and leasing provider with access to Teleservice data direct from the vehicle manufacturer, without the intervention of retro-fitted telematics, is not only an exciting moment for us but also for the fleet market as a whole. 

“It enables us to offer drivers in a connected car – in this case, a BMW or MINI – an intelligent, proactive and customer-focused approach to service and maintenance. So far, feedback from drivers has been incredibly positive, highlighting just how quick and convenient the service is for them. They’re really impressed that their car tells us what it needs as soon as the warning light comes on and that we reach out to them personally to remedy it.”

The next phase for this Teleservice initiative, scheduled to start in mid-2016, is to integrate live access to online service booking systems so that a reservation slot can be booked directly into the BMW Centre while the customer is on the phone.

Matt Sutherland, chief operating officer at Alphabet, continued: “Ultimately our aim is to keep our customers and their drivers on the move in the most effective way possible. We’re always looking for new and intelligent ways to do things better for our fleets and their drivers and we’ve worked closely with the Corporate Aftersales team at BMW UK to make this a reality from January this year. Transforming the service booking experience for the customer is our objective and this innovation brings numerous benefits for both fleets and drivers in terms of safety, convenience and cost. Moving forward, the goal is to work collaboratively with all vehicle manufacturers in the UK to deliver the benefits of the Teleservice programme to all our customers and drivers, regardless of the brand of vehicle they’re driving.”