Dear Diary,
My Time Warner DVR just broke and it gave me a look into our automotive future. Here's my workflow.
- DVR not recording (grrr!!!)
- I log into my TimeWarner.com account*.
- I run a diagnostics test, it passes the test
- I launch chat, rep answers in seconds
- I describe problem in one sentence
- Rep does diagnostics, he re-flashs DVR, then walks me thru a reboot (we're only about 3 mins into this!)
- All efforts fail.
- He recommends a field tech and proposes dates and times, I pick a time.
- 30 mins later, "advanced support" calls me. They've been working remotely on my DVR and they ask me to re-try to use it.
I saw deep integration in action, Time warner tied it all together into a highly efficient experience. I saw people and automation working together. It was fast, friendly and no stupid stuff. These are the last words I'd use to describe TimeWarner customer service 
I left a glowing review.
How does this all connect to our industry? Smartphone Apps are coming to our space. Your app will talk to your car and your car will talk to your app. Your car and your phone will be working as one... Your customers are going to love it!
Question to be answered: "Who is going to be the face behind the app? Dealer or OEM?" I don't have the answer, but, it's a critically important 'relationship tool', I'd bet OEM's want control of this.
p.s. it's called M2M or Machine to Machine communications. Here's a slide I made 3yrs ago to explore how M2M could work
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*tech support tab is completely personalized for all the equip in my home incl'ing make/model serial nmbr & owners manuals with PDFs
