At present, academic research in the area of Connected Services is scarce (Holtbrügge, Holzmüller, and von Wangenheim 2007) and does not exist at all in the automotive context. This makes an initial explorative research stage indispensable in order to both qualify the adaptation of existing methods and outcomes, and also to justify the need to create new concepts. The exploratory, qualitative research is mainly founded on the pillars of expert interviews and call listening in customer interaction center.