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The BMW Welt - Car Delivery

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2. Car Delivery in the BMW Welt.

A Very Special Experience.

The Car Delivery Centre forms the very heart of the BMW Welt. This is where the customer, presumably after spending some entertaining hours with BMW, receives the keys to his new car personally on the approximately 3,000 m2 large Premiere Level five metres above the Plaza, then setting out for the first time in his new BMW.
Special Customer Managers in the BMW Welt naturally tailor the car delivery and handover process to the individual customer with his or her personal wishes and interests and, of course, to the particular car involved. Some 45,000 new cars will be handed over to customers from all over the world each year at the BMW Welt.

Ordering. Together with the desired delivery date.

The first and most important step in the process of receiving his car at the BMW Welt is the visit the customer pays to his BMW Partner or BMW Retail Outlet. In theory, at least, he is able to specify the precise date and time right down to the very last minute for the delivery of his car, months prior to the actual date. Then, when receiving confirmation of his personal order, the customer is informed of the specific date of delivery and indeed the exact time for picking up his car. And should the customer not be quite sure at the beginning whether he would like to take receipt of his car at the BMW Welt, he can opt for this special experience also at a later point in time.
The cost of picking up the car at the BMW Welt in Germany amounts to a total of Euro 457.– (incl VAT) and the customer is naturally no longer charged for the usual cost of delivery by his BMW Partner.
To really whet the customer’s appetite and put him in the right mood for the upcoming experience in Munich, the customer receives the BMW Welt Pick-Up Package at the latest 21 days prior to delivery of his car. This Package contains all important information for his trip to Munich and his stay at the BMW Welt. A particularly practical feature is the special bag for transporting the customer’s numberplates for the car.

bmw_welt_double_cone

Delivery and final check-up. Optimum timing right from the start.

Each new BMW goes to the BMW Welt one day prior to its actual delivery. From 6:00–22:00 eight cars are delivered on transporters to the Shipping Yard in the southern part of the building roughly each half-hour. After an initial inspection, each car goes through the 40-metre car wash using special textiles to wash the car with particular care and diligence. Then the windows and the interior of the new BMW are cleaned in the finish area after the car wash, with the final check-up of the car’s surface taking place in the so-called Bright Light Tunnel, specialists making sure that all cars leaving the BMW Welt come in premium quality.
Once all inspections have been completed, the car is “woken up from its transport sleep” on its way to the BMW Welt. Now it is ready in technical and optical terms for delivery and is kept for the next few hours in the so-called Daytime Waiting Area until the customer finally arrives at the BMW Welt.

The Daytime Waiting Area. Ultra-modern technology in the basement of the BMW Welt.

The Daytime Waiting Area offers space for 284 cars on four levels. A special management system within the BMW Welt provides precise instructions on the minute, specifying which car is required for delivery at which point in time and giving the specialists enough lead time to make their final preparations on the car before it meets its new owner. One of these final steps is the process of fitting on the numberplate.
Since the new BMWs delivered to customers already have some fuel in the tank, the air in the Daytime Waiting Area has a reduced level of oxygen for reasons of fire prevention, which restricts access to this area by human beings. The oxygen content in this case is just 14.5 per cent versus the usual 21.8 per cent in the air we breathe, eliminating every risk of fire in the area.
Two electronically controlled handling vehicles operating independently of one another move the cars stored here automatically, and participants in the BMW Welt Tour are able to see into the Daytime Waiting Area through a large glass window.
The car remains in the Daytime Waiting Area until the customer has checked in in the Premium Lounge. When he hands over the numberplates, the final process of actually delivering the car to the customer starts once and for all: About one hour before the delivery time agreed, the car transporter takes the customer’s BMW out of the Daytime Waiting Area, with only the glass ele­vators remaining between the customer and the car he or she will be seeing for the first time in a few minutes.

Arriving at the BMW Welt. Check-in and anticipation.

The customer picking up his car at the BMW Welt should arrive there at least 11/2 hours before the actual delivery time. How he organises his trip to Munich is of course the customer’s own decision, depending on the distance and his personal preferences.
As soon as the customer enters the BMW Welt and registers at the check-in counter, BMW will help him or her plan the rest of the day and prepare everything for the special moment of handing over the car. Individual cus­tomer care and diligent planning of the customer’s programme are naturally given utmost significance in order to meet all of the customer’s wishes.
He is therefore able to tour the BMW Welt, to join in a guided tour of BMW Munich Plant (or on week­ends a tour of the BMW Welt), to go to the BMW Museum, or simply take a break at one of the restaurants in the BMW Welt.
Children and young people, on the other hand, have the opportunity to visit the Junior Campus.
All of the customer’s data for this great day – for example guided tours, etc. – is stored on a ticket showing the customer the route he will be taking and his programme for the day.
The Premium Lounge on Level 3 is the starting point for all activities, offering an exclusive view of the Premiere Level right from the beginning and open only to customers and their accompanying persons, with overall capacity for 120 guests. Apart from refreshments and snacks, the customers also have access to the internet and will find magazines and newspapers in the Premium Lounge.
The customer deciding on the spur of the moment to take a little trip or go to an event in Munich or the surrounding area also has the opportunity in the BMW Welt to make bookings at the Travel Counter in the check-in area, where he will receive assistance in putting together individual routes, for example to the Alps or one of the neighbouring countries, in booking hotels or buying tickets.

The Product Info Centre. Multi-media car briefing with genuine substance.

The Car Briefing Session where the customer receives individualised details and information on his car is a firm highlight of the delivery process. The 290 m2 Product Info Centre on the ground floor of the BMW Welt, where this briefing takes place, is unique the world over and was developed in order to give the customer peace and quiet in learning about the product features of his new BMW.
Multi-media theme stations in this area demonstrate the functions of the vehicle and offer the customer the unique opportunity to check out the innovative technologies his car has to offer without the slightest distraction. The Customer Relations Manager naturally refers specifically to the indivi-dual customer’s requirements as well as the features of the model ordered, covering a wide range of topics from design, safety, service, performance, and driving dynamics all the way to control comfort. And naturally the cus­tomer receives information here on all functions active in the car while driving.
The first stop in the Product Info Centre is the Info Table where the customer is welcomed by name next to his new BMW presented by 3D online ren­derings on touchscreens. The specific points already presented by the Customer Relations Manager such as the car’s design and performance are also shown on the model presented, personalising the information provided to the customer.
After about 20 minutes the customer receives further instructions on the Info Module inviting him to take part in an active dialogue and presenting features such as simulated driving dynamic functions and a short introduction to the car’s ease of control. Using a steering wheel, two paddles and the iDrive Controller, the customer gets to know his car with all its features during this multi-media “test drive”.
To give the customer a truly sensory – if not to say, sensual – experience of the car, the Product Info Centre offers yet another exhibit with various leather specimens presenting the surface touch within the interior and sound gene­rators simulating the sound of a BMW car door being closed.
The overall briefing offered in this area takes about 45 minutes.

The Premiere. The great moment of receiving your new car.

Following this detailed briefing the customer goes back to the Premium Lounge for a few minutes until the Customer Relations Manager receives a signal that the customer’s new BMW is waiting on the Premiere Level. Walking down the lavish gallery staircase, the customer now approaches his new car for the first time, with a maximum of 30 cars on the Premiere Level spread out on 20 turntables and 10 panorama platforms. While the customer is still walking down the staircase, the Customer Rela­tions Manager will start the actual presentation process: Should the custo­mer’s new BMW be parked on one of the turntables, for example, it will turn around completely one more time enabling the customer to watch and enjoy his new car from all sides. This special moment is accompanied by special illumination of the car, and a photographer is also present on the occasion to take a memory photo if the customer wishes.
To make sure that the customer is now able to drive away in his new car with a really good feeling, individual information and explanations are offered once again, based on the points already presented at the Product Info Centre. Should the customer have any luggage to take along, the luggage service will bring it to the car upon the actual handover process.
On average, this process of handing over a new car takes 40 minutes.
Before the customer leaves the building down the ramp from the Premiere Level, he receives a key tag with a personal engraving, the photo taken before, and of course all the keys to the car.
The last car delivery slot is at about 17:30, giving the customer adequate time to drive home or to another destination.



Last Updated on Wednesday, 31 October 2007 16:50  

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