1. Dealer System vs. Enterprise-Cloud System
Enterprise Service Requirements
Reasons
Customer
Issues
Dealer
Mgmt.
System
Xtime
Cloud
1. Deliver a consistent and convenient customer experience
BMW needs to provide a standardized customer service scheduling UI for all dealers, at all BMW digital locations (i.e. owner portal, TRS, dealer site, reminders, menus, smartphone, etc.).
Convenience, Trust ✕ ✔
2. Deliver Standardized Service Recommendations and Descriptions
BMW needs to provide all customers with standardized service recommendations, descriptions from all BMW digital locations.
Trust, Price
3. Deliver and manage consistent and fair pricing
BMW needs an enterprise pricing system to manage, distribute and update pricing and descriptions from a single location to all of BMW’s digital UI’s instantaneously.
Price
4. Answer all service calls for any and all dealerships
BMW needs to be able to answer and schedule any and all inbound customer phone appointments, at any dealership, at any time, from any location.
Convenience, Trust, Price
5. Provide telematics scheduling/reminders from any vehicle to any dealer
BMW needs to generate all service reminders from the vehicle and book those requests directly from the vehicle, or online, to any dealership at any time from any location.
6. Global view of all dealer behavior
BMW needs a global view of service performance and management
Convenience

2. Dealer System vs. Enterprise-Cloud System
Customer Experience
Standard
Recommendations
Consistent
Pricing
BDC
Integration
Telematics
Readiness
Feature
Network-wide
Visibility
Feature
OEM Need
OEM Need
Standard scheduling UI across all channels
Service recommendations based on factory maintenance schedules across all channels
Enterprise wide pricing managed from central location and available across all channels
In/Outbound customer interactions managed by in/external BDCs
Integrated systems to allow scheduling from within vehicle or through network wide call-center
Enterprise wide visibility into dealer performance and shop management
Customer Issue
Customer Issue
Convenience
Trust
Trust
Convenience
Trust
Convenience
Trust
Convenience
Value
Value
Value
Value
Xtime?
Xtime?
DMS?
DMS?