1. home and garden
2. appliances
3. dishwashers

We drive services
Mobility Services from Bosch Service Solutions
2
Already successfully in use: Our services for Daimler AG.
"The eCall Service from Bosch Service Solutions has not only improved the safety of our
customers, it has also strengthened our service offering as a leading automobile
manufacturer. What's more, we can meet the multilingual needs of the European market
thanks to the international Bosch service network."
Achim Müller, eCall Project Manager, Daimler AG
Two big names, one goal:
A better service for customers.
Customers in the automotive industry have always
Thanks to the implementation of an international
valued great service. For a long time, it has not
emergency call system, this facility is already up
just been what's under the hood that matters.
and running in 27 European countries and is
The collaboration between Bosch Service
available in a multitude of languages.
Solutions and Daimler AG shows that innovative
offers are increasingly important to customers.
Daimler benefits from our IT and service structure,
which has been specifically developed for this
Using our eCall service, Daimler is able to offer
purpose. More importantly, this is just a joint first
its customers a direct, effective and personal
step on the way to the automotive service sector
emergency service. In the event of an accident,
of the future.
vital information is sent from the vehicle directly
to our emergency service monitoring center.
Our associates then contact the passenger and
forward emergency calls to the local authorities.
3
The service of the future
will move you.
"It is the internet of things and services, or web 3.0, that will make the lives of future
generations safer, as well as more efficient and simple. Like barely any other company,
Bosch is ideally positioned to play a role in this."
Dr. Volkmar Denner, Chairman of the Board of Management, Robert Bosch GmbH
As the reach of global connectivity increases,
new developments in safety and comfort will
consumers demand a higher level of convenience.
come about. It will be an opportunity for you
At the same time, a whole host of new
to differentiate yourself from the competition
possibilities are opening up – such as telematics,
through the provision of new services and to
which enables vehicles to communicate with the
make your mark by offering high customer value.
outside world. From new business models to
innovative mobility and service concepts, many
Comfort and safety solutions
with Bosch quality.
Set up in 1985 as a monitoring center offering
The unit Mobility Services for Automotive acts as a
communication services, today Bosch Service
system and service integrator. We combine the
Solutions is a provider of complex, technology-
technical expertise of one of the world's largest
driven services. Some 5,000 associates around the
automotive suppliers for networked mobility and
world manage and optimize the business
service concepts.
processes of our customers. We provide services in
more than 30 languages, 24/7, 365 days a year,
with the quality you have come to expect from
Bosch.
4
Always there,
whenever your customer needs you.
We offer you the whole range of networked mobility
of our associates to integrated high-end concepts
services available in the automotive sector. Our
made possible by the comprehensive service
comfort and safety solutions embody Bosch quality
provided by specially trained Bosch experts and
and can be combined to meet individual needs –
various partners.
ideal for OEMs and the aftermarket. We also offer
Bosch can provide you with hardware, platforms
you each service at the level you require: from
and service solutions with the high performance
standardized entry-level solutions with the support
and quality you have come to expect.
eCall Service
Maintenance Service
f Vehicle sends accident data to Bosch
f Vehicle automatically sends signal if
f Associate speaks to the passenger and notifies
the local rescue services
maintenance work is required
f Bosch associate coordinates service or
inspection
Breakdown Service
f Vehicle sends breakdown data to Bosch
Tracking Service
f Associate coordinates recovery with partner
f Driver contacts Bosch as vehicle cannot be
Information Service
f Associate locates the vehicle and informs
found
f Driver requires for example, hotel
the driver and, if necessary, the police
recommendation
f Bosch associate provides hotel options and
makes a booking if required
Remote Service
f Driver has lost keys to the vehicle
f Bosch associate opens the vehicle remotely
Bosch Service Solutions
5
Level of service integration –
tailored services at the level required
Basic
Medium
+
Advanced
++
The standardized entry-level
Specially trained Bosch associates
The high-end customer service
solution enables our associates
process additional information, thus
solution enables these processes to
to provide fast, location-specific
helping to provide on-site support
be integrated. Content and partner
support. It uses the GPS position
remotely.
management is crucial to the
success of these services.
of the vehicle and a bidirectional
interface integrated in the vehicle's
infrastructure.
Breakdown Service example
Breakdown Service example
Breakdown Service example
f GPS position and basic vehicle
f Additional diagnostic data is
f Organizational aspects are
data is transmitted
f Bosch associate receives and
forwards the breakdown call
received and processed
f Breakdown is qualified remotely
by Bosch experts
managed in the event of a
breakdown
f Support is provided in procuring
a replacement vehicle
f Help is given in changing
reservations and organizing travel
arrangements
6
Bringing your customer closer to you –
safely, quickly, globally and with a personal
touch.
As a system and service integrator, we offer an integrated international platform that
connects your vehicles to the service our associates provide. But that is not all: We will
also plan, develop and run your required service projects globally for the long term.
Vehicle
infrastructure
Transmission
Technical platform
Service network
Partner
Bosch Service Solutions
Global and with fully redundant IT structure for
optimum security.
Phone call/
DTMF
Phone call
Interface +
backup
IP
Phone
call
Partner
Automotive
Service
Platform
Data
Data interface
Associates
IP
Alternative: via external
OEM back-end system
Data
Interface +
backup
Contentmanagement
SMS
OEM customer
databases
Gateway to
mobile service providers
Other Bosch divisions
Technical expertise
of Bosch Service Solutions
Service expertise
of Bosch Service Solutions
Other
databases
Partner
7
We simply offer your customers more.
Benefit from the experience and expertise of one of
Use the opportunities provided by an optimized
the world's largest automotive suppliers:
customer service:
f Rely on secure partnerships and on Bosch's top
f Offer a personalized service at the touch of a button
quality standards
f Count on the clear communication channels of a
reliable and strong partner
f Create synergies from our integrated project
monitoring processes and finely tuned IT and service
concepts
f Access numbers securely using our redundant data
center concept and with the aid of our specially
trained associates
Use the opportunities of our networked future to your
competitive advantage:
f Fulfill your customers‘ mobility needs with state-ofthe-art mobility service concepts
f Fulfill your brand and image promises by offering
innovative and consistent quality of service worldwide
f Generate and enter completely new business areas
by expanding your services
to increase customer satisfaction and customer loyalty
f Learn more about your customers and their user
behavior with the aid of measurable data as well
as our detailed reports
f Optimize your resources and reduce your costs by
using our technical platform and our international
service network with locations in 15 countries and
available in more than 30 languages
Safe, quick, global and with a personal touch.
Through our service network we have a presence in the following countries:
Australia (Melbourne), Brazil (Joinville, São Paulo), China (Chengdu, Shanghai), Germany (Berlin, Frankfurt,
Magdeburg), France (Châlons, Forbach, Paris), India (Bangalore, Coimbatore), Netherlands (Nijmegen), Philippines
(Manila), Portugal (Lisbon), Romania (Timisoara), Russia (Kazan, Moscow), Sweden (Linköping, Malmö), Spain
(Barcelona, Madrid, Vigo), UK (Liverpool), USA (Fort Lauderdale)
Bosch Sicherheitssysteme GmbH
Bosch Service Solutions (HQ)
Lahnstraße 34–40
60326 Frankfurt am Main, Germany
Tel. +49 800 6000660
[email protected]
www.boschservicesolutions.com
© Bosch Sicherheitssysteme GmbH, 2014
Modifications reserved
Printed in Germany | 08/14 | F&W