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Transcript
00:00Today's fast-paced world, your car is more than just a mode of transportation.
00:05It's a connected hub that keeps you informed, entertained and safe.
00:09That's where OnStar comes in.
00:11OnStar is your connected co-pilot, offering a suite of features designed to enhance your driving experience.
00:17From safety to convenience and connectivity, OnStar has you covered.
00:22Hello everyone, we are here with Luis de la Cruz.
00:26He's the Managing Director of Digital Services and Experiences, Middle East and Africa, for General Motors.
00:34So Luis, can you tell us, how does OnStar differentiate itself from other connected car technologies?
00:41What sets it apart in terms of features, customer service and overall value?
00:46Yeah, I think since 1996, OnStar has been synonymous of pioneering vehicle technology.
00:54It's a technology that is present in General Motors vehicles of our three brands, Chevrolet, GMC and Cadillac.
01:01And I think the key differentiator first is that it's a technology that is fully integrated into the vehicle.
01:06Hey Google, take me to Burj Khalifa.
01:11Navigating to Burj Khalifa.
01:14Second, I think it's backed up by the human touch.
01:18We have a group of trained advisors that provide support in critical circumstances of safety and security.
01:25And third, it's a platform where General Motors uses to actually develop more innovative technologies
01:31and trying to solve problems that our customers don't even know that they have.
01:36So I think that those are the three key elements that differentiate OnStar to other vehicle technologies.
01:40How does OnStar's connectivity offer a driver a safer experience?
01:45Yeah, OnStar is designed to provide drivers with peace of mind.
01:50So I think that there are two key aspects where General Motors provides peace of mind to our drivers through OnStar.
01:57The first one is through proactive vehicle health check and maintenance.
02:02So through our monthly reports, you get a full report of the status of your vehicle
02:08so that you can proactively address any issues that you may have on the vehicle.
02:12Second, through the access on the mobile app, you're able to check critical subsystems of the vehicles
02:18and also check fuel level, tire pressure, oil life, etc.
02:22And then the third one, through the connectivity of our technology, we are able to provide over-the-air updates,
02:29which is basically the ability to fix potential problems in the vehicles through software
02:35without having to visit any of our fully qualified dealerships in the region.
02:40On top of that, we have a full suite of services like automatic crash response, emergency services, roadside assistance,
02:48and of course, in the unlikely event of a vehicle stolen, we also provide stolen vehicle assistance.
02:54Okay, so Luis, can you elaborate on the key services offered by OnStar and how do these services benefit drivers?
03:01Yeah, automatic crash response. In the event of a collision, what you don't want to be is alone.
03:07So through the technology on the vehicle, our advisors are able to determine the severity of the collision,
03:13pinpoint the location of the driver, and then send required assistance through our partnerships that we have
03:19with public safety across the countries where we operate.
03:22The second one is emergency services. So in a scenario, for example, of an allergic reaction,
03:28our vehicles are equipped with a red button, an emergency button that you can press.
03:33Our advisors can also assess the severity of the situation and then send the help required.
03:39In an unlikely event of a stolen vehicle, once a police report is filled,
03:45we collaborate with authorities across the region to actually localize the vehicle.
03:49In some circumstances, slow down the vehicle and completely block the ignition so that the vehicle cannot be restarted.
03:59And the last one is roadside assistance. So just like a good friend in a scenario of a flat tire or that you run out of gas,
04:07we're just a call away, a button away through the OnStar button in our vehicles to actually send the assistance needed to our drivers.
04:14How does OnStar measure customer satisfaction and respond to any feedback?
04:19So for us, one of our standout features is the engagement that our drivers and our members have with our mobile app.
04:27It's a daily touch point and it's also a channel for us to get feedback.
04:31We are very proud of the very high engaged rate, over 85% that our drivers have on daily usage.
04:38For example, a key feature is the ability to actually set your desired temperature in the vehicle.
04:43So in a hot day through the mobile app, you can actually send a command to your vehicle to set the temperature that you want.
04:50And then as I was saying, through the human touch that we provide through our advisors,
04:55we provide customer satisfaction and we are very proud to always be operating over 80%.
05:00Thank you for joining us, Luis. That was very informative.
05:03Thank you for coming.
05:04With a clear focus on innovation and customer satisfaction,
05:08OnStar looks poised to become the leading connected car technology platform in the region.