1. Dealer Product Services TeleService Data Integration Play OFFENSE BMW TeleService Data Integration

2. Dealer Product Services TeleService Data Integration Play OFFENSE BMW Assist First introduced on the 2004 5 Series, BMW Assist is the BMW telematics package Beginning in 2007, BMW Assist is standard on: –5 Series –6 series –7 Series –Available option on all other models Includes two plans – Safety & Convenience In 2007, BMW made the Safety Plan is complimentary for the first 4 years

3. Dealer Product Services TeleService Data Integration Play OFFENSE TeleService Part of the BMW Assist Safety Plan Transmits upcoming service needs to customer’s primary BMW center Customer can also trigger request manually

4. Dealer Product Services TeleService Data Integration Play OFFENSE Automatic TeleService Triggers Engine oil change Inspection I Inspection II Brake fluid Brakes – front & rear Vehicle check Micro-filter Spark plugs Automatic transmission fluid Emissions test

5. Dealer Product Services TeleService Data Integration Play OFFENSE What happens today?

6. Dealer Product Services TeleService Data Integration Play OFFENSE Why Integrate TeleService Data? Consistent, comprehensive and co- ordinated channels of communication Don’t overload customers with communications Enhance the timing of reminder communications to consumers Pilot program that sends email follow- up reminder when center doesn’t disposition the notification

7. Dealer Product Services TeleService Data Integration Play OFFENSE 1122345678910111314 Months since purchase or last service Standard Service Reminder Timing

8. Dealer Product Services TeleService Data Integration Play OFFENSE 1122345678910111314 Months since purchase or last service When TeleService Notification Received

9. Dealer Product Services TeleService Data Integration Play OFFENSE Communication Retiming Triggers Engine oil change Inspection I Inspection II Brake fluid Brakes – front & rear Vehicle check Micro-filter Spark plugs Automatic transmission fluid Emissions test Brake fluid Brakes – front & rear Vehicle check Micro-filter Spark plugs Automatic transmission fluid Emissions test

10. Dealer Product Services TeleService Data Integration Play OFFENSE What’s Really Happening? Notification received during processing or after 1 st reminder sent –No impact on 1 st reminder –2 nd reminder sent 60 days after notification date –3 rd reminder sent 60 days after 2 nd Notification received before 1 st reminder sent –Service reminder cycle is re-timed –1 st reminder is suppressed –2 nd reminder sent 60 days after notification date –3 rd reminder sent 60 days after 2 nd

11. Dealer Product Services TeleService Data Integration Play OFFENSE TeleService Notification Email Follow-up Pilot 8 – 10 centers will be selected by BMW –Must be enrolled on BMW Service Connection Program –Must be utilizing email Based on success of pilot, BMW may add to BWM Service Connection Program –Optional –Must be using or willing to use email

12. Dealer Product Services TeleService Data Integration Play OFFENSE Day 1 Day 2 Day 3 Day 5 Day 4 TeleService Notification Email Follow-up