e-bike retailers internationally expand central service

19th September 2017
Lanna Cooper


Due to growing demand in the e-bike market, the BMZ Group will be expanding its e-bike service to other countries. To establish a new service concept for customers, the company will work alongside select retailers in Switzerland, Italy, Spain, the Benelux region, England, and France.

The BMZ Group currently offers retailers pick up and drop off service, e-bike battery repair, telephone consulting, and service software. In order to serve customers across the complete life cycle of a product, BMZ Central Service also offers highly trained technicians and specialists with many years of experience in service management. BMZ provides global support, 24/7 availability, and a free service hotline Monday through Friday from 8.00am to 4.00pm, on-site service for business customers, and Kan-Ban supply of replacement parts.

BMZ service hotline for diagnostics and troubleshooting
The BMZ Central Service in Karlstein a.M. will be taking over service for the BMZ Drive Systems - the system solution in the e-bike sector. Software updates can be added and system errors can be recognised using a service tool developed by BMZ, then any defective motors or displays can be exchanged through Central Service. The BMZ team offers technical service both online and by phone. Specialists help with diagnostics and troubleshooting for motor, display, and battery problems. The BMZ Central Service also offers an inexpensive pool of rental batteries.

Return and repair of e-Bike batteries
BMZ offers fast pick-up and return of e-bike batteries and repair outside of warranty terms with replacement parts available for up to eight years. The company also takes back old components and disposes of them through a European reclamation system.

Outlook 2018: Digitisation with a new ticket system for BMZ customers
In 2018, the BMZ Group will restructure processes in Central Service and optimise them through digitisation. The Central Service building in Germany will be renovated.

Seasonal telephone availability of the BMZ Central Service will be expanded from May to September, Monday to Friday between 8.00am and 6.00pm. In addition, the team will also offer expanded availability from 7.00am to 12.00pm through a ticket system which records every call and every e-mail.

For customers, the advantage of the ticket system is that they will not be connected to an answering machine, but will rather receive a confirmation with receipt and reference number that they can refer to later. The service homepage, which has a portal for retailers and FAQs, will be expanded. The service network will also be expanded to Austria, Scandinavia, Poland and Eastern Europe, the US, and Australia/New Zealand.

E-Bike training session in the BMZ Academy
The BMZ Group holds product training sessions for bicycle retailers in the BMZ Drive Systems segment. These may take place at BMZ in Karlstein a.M. or at the retailer's location. Training sessions focus on error diagnostics, repair, installation, and software updates, as well as battery and motor management systems.

The BMZ Group works with Battery University (BU), an independent testing laboratory for battery and environmental tests. BU tests product quality and safety. In addition, BU offers basic lithium-ion training sessions, as well as training on specialised topics.

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