There was no technical adaptation involved, according to Burris. BMW chose Blitzz because the platform included all the features BMW Roadside Assistance planned to offer its customers.
Roadside assistance technicians can use Blitzz to easily help customers with questions about their vehicles, even when they might have difficulty articulating the issue.
“Ultimately, Blitzz helps us provide another level of customer service,” he said. It’s “a tool primarily used to guide customers and help to narrow their concerns.”
BMW Roadside Assistance has an established process for supporting customers with disabled vehicles and can dispatch assistance and even alert emergency services if needed.
So far, the results have proved useful. Since BMW started the program with Blitzz in December 2020, it is receiving between 150 and 200 calls a month. As a result of the visual component of the Blitzz program, Burris said the length of the calls is becoming shorter.
