customer manual for service online - bmw online... · 2021. 3. 11. · bmw group page service...

BMW Group

Service Online Project of 31

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Customer Manual for Service Online

Document type UMSOL

Version 1.0

Date: 20/03/2020

Status: Draft

Author: Bulelwa Okafor

History

Version Date Authors Change

1.0 20.03.2020 Bulelwa Okafor Draft

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Table of content

1. Summary ............................................................................................................................ 3

2. Requirements .................................................................................................................... 3

3. Service Online .................................................................................................................. 12

3.1 Registration ............................................................................................................................................ 4

3.2 Login ........................................................................................................................................................ 6

3.3 Password Reset ..................................................................................................................................... 7

3.4 Add a Vehicle ....................................................................................................................................... 13

3.5 Delete a vehicle .................................................................................................................................... 18

3.6 Make a Service booking ..................................................................................................................... 20

3.7 Edit Profile ............................................................................................................................................ 26

3.8 My Bookings......................................................................................................................................... 27

3.9 Delete Bookings .............................................................................. Error! Bookmark not defined.

1 Open issues ..................................................................................................................... 31

2 Referenced documents ................................................................................................... 31

(This document will still be changed and updated as required this is an initial Document)

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1. Summary

BMW Service Online is an internet-based application that enables the customer to book their vehicle directly into

the dealer’s workshop. The bookings are made possible via the Service Online API provided by CDK into Autoline,

the Dealer Management System (DMS).

2. Requirements

In order to make a booking using Service Online, the customer must:

Be an owner or a driver of a BMW, BMW i or MINI vehicle.

Have an email address for registration process.

The first screen presented, is the Log in Screen. The User will have the option to either Login or Register (Figure 1).

Figure 1 – Customer Login

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2.1 Registration

Upon registration, please enter the following basic information.

• Title

• First name

• Surname

• Email

• Mobile phone

• Password (Password must be at least 8 characters long and must include at least one uppercase, one lower case, one digit and one special character) Example Germany7*

Select register button (Figure 2).

Figure 2 – Customer Registration

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A registration confirmation e-mail will be received, containing a link that will allow you to activate the account and then log in. (Figure 3).

Figure 3 – Registration Activation email

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2.2 Login

Enter Email address and password to login (Figure 4).

Figure 4 – Login Screen

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2.3 Password Reset

The “Forgot your password” functionality can be used if the password is incorrect or forgotten – Select “Forgotten

password” (Figure 5).

Figure 5 – Login Screen

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Enter email address and select Reset. A password reset email will be send to the entered email adress (Figure 6).

Figure 6 – Reset password

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Password reset email – select the “click here” to change your password (Figure 7)

Figure 7 – Password Reset email

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Enter password and confirm new password (Figure 8)

Figure 8 – Reset Password

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Confirmation email of password changed, sent to customer (Figure 9)

Figure 9 – Confirmation of password changed

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3. Service Online

Select the dealer from either the Preferred Dealer drop down box, or by selecting the dealer directly from the map and click on Book a Service (Figure 10).

Figure 10 – Dealer Selection

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Add a Vehicle

User will be presented with the vehicle selection screen once logged in – if no vehicle is displayed, a vehicle must be added, by selecting the Add New Vehicle option. (Figure 11).

Figure 11 - Vehicle Selection Screen

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On the Add a Vehicle screen the customer can search for his/her vehicle, to verify that it does not already exist in the Autoline Dealer management system, by entering the vehicle registration number or VIN number and click Search (Figure 12).

Figure 12-Add a Vehicle - Search Screen

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If the vehicle already exists in Autoline DMS, the vehicle details will be displayed with vehicle found message (Fig-ure 13). Add by clicking on the Add Vehicle button.

Figure 13-Add a Vehicle - Search Results Screen

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If the vehicle was not found with either Registration number or VIN number Search, a message will be displayed ‘Your vehicle was not found. Please add your vehicle manually.’ Click on ‘Add Vehicle’ to add the vehicle (Figure 14).

Figure 14-Add a Vehicle - Not Found

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On the Add Vehicle manually screen, the customer can select the Brand and vehicle model. The VIN number is not mandatory on this selection (Figure 15). Select the Submit vehicle button when done. Vehicle will be added to user profile.

Figure 15 – Add Vehicle manually

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3.1 Delete a vehicle

To delete a vehicle, the customer will select the Vehicle, then the Remove Vehicle link (Figure 16).

Figure 16 – Remove Vehicle

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A reason for the deletion must be selected. Select the Delete Vehicle button to complete the delete process (Fig-ure 17). This will remove the vehicle from customer’s profile.

Figure 17 – Delete Vehicle

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3.2 Make a Service booking

After logging in, the user will be presented with Vehicle selection screen (Figure 18) The customer will then be required to select or add the applicable vehicle that he/she would like to service. They need to click on “Continue with This Vehicle” button

Figure 18 – Vehicle Selection

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The next screen is the service selection screen (Figure 19)

Select one (or more) service types from the Service Selection. Select the next button.

Figure 19 – Service Selection

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The next screen presented is the Options Selection. Select the date and time, then select Next to proceed to Service Advisor selection (Figure 20)

Figure 20 – Date and time Selection

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The next screen is to select the preferred service advisor, from the list of available service advisors for the selected date and time, and click on “Submit Booking” button (Figure 21)

Figure 21 – Select preferred Service Advisor

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The booking process is completed. A reference number, with the booking summary, is displayed (Figure 22)

Figure 22 – Booking Confirmation

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A booking confirmation e-mail will be sent to the customer. The .ics attachment allows the customer to add the appointment into the Outlook calendar (Figure 23).

Figure 23 – Booking Confirmation Email

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3.3 Edit Profile

The customer can amend his/her User profile, by selecting the My Profile tab at the top of the page and select Update Profile. Confirm the amended details by selecting the Update Profile button (Figure 24).

Figure 24 – Customer Profile

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3.4 My Bookings

By clicking on My Bookings, the customer can view upcoming bookings made via the SOL application. Select a vehicle to view upcoming bookings (Figure 25).

Figure 25 – My Bookings screen

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All upcoming bookings for the selected vehicle will be displayed. Options are available to Cancel (Delete) or Update (Change) bookings (Figure 26).

Figure 26 – View bookings screen

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Bookings cannot be deleted if the booking date is equal or less than 2 days to Appointment date Select Cancel Booking (Figure 27). The Booking will be removed from My Bookings.

Figure 27 – Cancel Booking

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An Email notification will be sent to the customer and to the dealer, regarding the booking cancellation (Figure 28).

Figure 28 – Email Notification

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4. Open issues

Nr. Subject and results of the open issues Responsible Date

5. Referenced documents

List of referenced documents. They are marked with [] in the document.

Nr Name Description Folder

1.

2.

3.

4.

customer manual for service online - bmw online... · 2021. 3. 11. · bmw group page service...

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