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      06-11-2019, 10:23 AM   #1
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BMW Smart Glasses and New Technician Systems Will Reduce Dealership Repair Times

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BMW NA Smart Glasses and New Technician Systems Will Reduce Repair Times
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BMW of North America Introduces Smart Glasses and New Technician Communication Systems at U.S. Dealerships to Reduce Repair Times and Improve Customer Satisfaction.

Woodcliff Lake, NJ – June 11, 2019… BMW of North America has introduced 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. 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.

The all-new Technical Information System, TIS 2.0, is an intuitive 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. The ease and availability of this information directly on a mobile device improves 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. Through intuitive and user-friendly interfaces, faster case-entries and multimedia support TSARA helps BMW Centers and MINI Dealers work even more efficiently. For more challenging issues, where direct support from engineers is needed, BMW of North America 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 now connect with engineers and other experts at BMW of North America directly via a hands-free video link and collaboratively work thorugh issues to resolve them in a faster and more efficient manner. The expert can project step-by-step technical bulletins and schematic drawings onto the display inside the technician's glasses, as well as take screen shots and enlarge images for better visibility. The technician can open and view documents via voice instructions while working on the car.

This information exchange is far more efficient than sending electronic forms and photos or explaining complex technical issues over the phone. The new technololgy will be in use at all 347 BMW Centers and selected MINI Dealers in the U.S. by June 2019. The system works with industry-leading components: Realwear HMT-1 Smart Glasses and Ubimax Augmented Reality Software.

“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, 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.”

The introduction of these new innovations at BMW centers, coupled with the company’s ongoing investment in its training facilities and technician training programs not only reinforces BMW’s reputation as a technology leader, but is another example of the company’s customer-first approach.

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      06-11-2019, 10:53 AM   #2
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So is service gonna be cheaper.
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      06-11-2019, 11:00 AM   #3
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Originally Posted by TheMidnightNarwhal View Post
So is service gonna be cheaper.
I was going to guess more expensive, those "glasses" can't be cheap.
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      06-11-2019, 11:36 AM   #4
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So we get 70-70% off the hourly rate now lol

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      06-11-2019, 11:46 AM   #5
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Cheaper for BMW, not us...
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      06-11-2019, 11:53 AM   #6
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*Patiently waits for some Russian nerds to rip this and make it available to public*
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      06-11-2019, 11:53 AM   #7
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Dealerships will be and won't be happy. They won't be happy because they charge customers by the hour sometimes. They will be happy because they will be able to get cars in and out faster.
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      06-11-2019, 11:57 AM   #8
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Quote:
Originally Posted by ImJimmyTran View Post
Dealerships will be and won't be happy. They won't be happy because they charge customers by the hour sometimes. They will be happy because they will be able to get cars in and out faster.
Correction, the Techs won't be happy because they will probably billed for less hours, granted they always complete a job before their allocated time is up, but this system will likely eliminate that gap that helps them clock on the extra hours.
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      06-11-2019, 11:58 AM   #9
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Instead of glasses, design the cars to be worked on, and design them to last more than 50,000 miles.
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      06-11-2019, 11:58 AM   #10
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We are only going to get one set. It will be just for dealing with complex diags under warranty and dealing with PUMA.
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      06-11-2019, 12:52 PM   #11
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Originally Posted by ///Mposter View Post
Instead of glasses, design the cars to be worked on, and design them to last more than 50,000 miles.
Wait a second. That's not profitable! Someone arrest this man!
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      06-11-2019, 12:56 PM   #12
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Quote:
Originally Posted by TheMidnightNarwhal View Post
So is service gonna be cheaper.
Negative. These things aren't going to pay for themselves and I can assure you the profit coming from sales isn't going to pay for them either.

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*Patiently waits for some Russian nerds to rip this and make it available to public*
I thought the exact same thing while reading this. It's only a matter of time.
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      06-11-2019, 01:00 PM   #13
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Turnaround times, shop rates, and book hours will not decrease. Service department margins will eventually increase once they become adept at the new tech and make up their initial costs.

If it helps them to reinstall all of the nuts and screws from the underbody cladding l'll call it a win. 😆
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      06-11-2019, 01:19 PM   #14
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Quote:
Originally Posted by MightyMouseTech View Post
We are only going to get one set. It will be just for dealing with complex diags under warranty and dealing with PUMA.
And I bet BMW is forcing dealers to purchase this new tech and also to pay for maintenance of it. So, there's recoup of investment that comes into play.
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      06-11-2019, 01:30 PM   #15
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I bet the mechanics are just thrilllllllllled they have to wear these contraptions all day long now.

Of course nothing will become cheaper for the end consumer.

Last edited by NickyC; 06-11-2019 at 01:43 PM..
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      06-11-2019, 01:40 PM   #16
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I can imagine that that is a wonderful and handy tool.
I do a lot of wrenching on my car, and nowadays I use a tablet to follow the procedures, but that gets dirty really easy, and isn't very easy to use with gloves.
Both TIS and INPA/ISTA-D/ISTA-P were designed to be used as touchscreen (and they all work wonderful on my little tablet), but there's still the issue of grease. And of course you still have to focus your attention from your work to the tablet (and you can't put the tablet anywhere)
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      06-11-2019, 01:52 PM   #17
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Should have gone with HoloLens2
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      06-11-2019, 03:05 PM   #18
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If they make less mistake and decrease the diagnostic time it will reduce the labor cost...but is no in their interest...so they will probably increase the labor cost!
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      06-11-2019, 03:10 PM   #19
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Quote:
Originally Posted by Roch M4 View Post
If they make less mistake and decrease the diagnostic time it will reduce the labor cost...but is no in their interest...so they will probably increase the labor cost!
They will figure out how to make it a line item like paper towels aka "shop supplies".
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      06-11-2019, 03:57 PM   #20
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Quote:
Originally Posted by TheMidnightNarwhal View Post
So is service gonna be cheaper.
no way man.... Tech costs money..

Quote:
Originally Posted by Love_Hounds View Post
I was going to guess more expensive, those "glasses" can't be cheap.
+1 anyone have an eye doctor or dentist that's getting cool man equipment and getting cheaper ?
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      06-11-2019, 04:51 PM   #21
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no way man.... Tech costs money..
I think it depends on the customer.
For the average joe that brings in 1 car (his own) everything gets more and more expensive, but for a lease company that starts negotiations for 10.000 cars it might be different.
And thats the market BMW aims for of course, as the bulk of the new cars is lease in most countries and the monthly lease price there is usually a key factor whether a customer chooses a bmw 3 series, merc C class or audi A4.
Also the brand devotees isn't a segment they put lots of efford in: they already have those customers.
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      06-11-2019, 05:15 PM   #22
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Wait wait. Didn't the other German manufactures introduced virtual presence robots and service cost rocketed to $200/hour?
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