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Service Concept and Maserati Personas
Customer Journey
Roles & Responsibilities in the Aftersales
Maserati Services
Warranty Management
Audit
Main Aftersales Indicators
Corporate Identity and Dealer Standards
Dealership Parts Department Management

Tools
Documents

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Service Concept and Maserati Personas

Maserati Service Concept

Maserati Personas

An example of Persona: The "Unique"

Customer Journey

Customer Contact
Lead Management
Customer Needs Identification
Customer Mobility Needs Check
Vehicle Enquiry
Scheduling

Before the Customer's Arrival
Spare Parts Pre-Picking
Welcome and Data Check
Customer's Needs Identification
Preliminary Checks for Electric Vehicles
Vehicle Inspection
Quote Estimation
Repair Order Opening
Customer Waiting

Service Execution

Diagnosis & Work Assignment
Work Execution
Quality Control before Vehicle Delivery
Preventive Treatment of Non-Quality in Aftersales
Vehicle Preparation

Customer Contact
Reception & Repair Order Closing
Work & Cost Explanation
Additional Service Recommendations
Vehicle Delivery

Follow-up Contact After Work

Contact Preparation
Customer Contact & Interview
Recording & Monitoring
Critical Issues Management

Roles & Responsibilities in the Aftersales

Aftersales Manager

Aftersales Back Office Personnel

Service Advisor

Warranty Manager

Spare Parts Manager

Spare Parts Personnel

Maserati Services

Customer Journey Services

Multichannel Service Booking (OTO Service)
Quality Certificate (MC 20) & GT2 Stradale
Video Health Check
Video Health Check (OTO Service)

Customer Programs

Pick up & Delivery
Loaner Car Program
Extended Warranty
Maintenance programs
Certified Pre-Owned Program

Warranty Management

New Vehicle Contractual Warranty

Activation
Validity Period
Owner's Responsibilities
Scheduled Maintenance
Limited Warranty Coverage
Exclusions
Emission Warranty
Vehicle Modifications
Corrosion Warranty
Management of Vehicles in Stock
New Vehicle Receipt and Inspection
Management of DEMO Vehicles
Car Parc Allocation
Change of Ownership

Other Warranty Rules

Accident/ Body Damage Reports
Add-On Repairs
Appeals
Battery Replacement and Claiming Under Warranty
Blue Online (Pre-Authorization)
Connectors Replacement Kits
Cosmetic Defects
Digital Photographs
Electrical Wiring Faults
Lubricant and Consumables
Maserati Emergency Roadside Assistance & Reunite
Notification of Legal Issues
Part Assemblies
Reacquired Vehicles
Reconditioning of Used Vehicles
Repair Versus Replacement
Repeat Repairs / Comebacks
Required Tools and Training
Software Updates
State Regulations – Lemon Law
BBB Auto Line Arbitration Program
Variant Tracking
Replaced Parts Management
Time Records/Time Control Systems
Warranty Part Return Requirements

Submitting a Warranty Claim

Service entry +
Warranty Claim Filing
Cost Codes
Repair Order Documentation
Labour Time Calculation
Diagnostic and Straight Time
Sub-Contract (Sublet) Services
No Fault Found Policy
Diagnostic Reports
Mandatory Documentation
Road Test
Time Limit Requirements
Blocking Claim Flags (Warranty Expired or Locked)
Blocking Error Code Troubleshooting Guide
Campaign on EFM vehicles
Campaigns on Crashed vehicles
Warranty Claim Assessment
Warranty Claim Processing Status Codes

Warranty Reimbursement and Invoicing

Warranty Closing Calendar
Warranty Claim Crediting
Warranty Acknowledgement Reports
Warranty Labor Rate and Part Markup Requests
Requirements for Warranty Claim Documentation and Recordkeeping

Audit

Self-Assessment

Main Aftersales Indicators

NPS - Net promoter score

NPS - KPI Calculation
NPS - Customer Care Follow Up

Service Indicators

Fix Right First Time
Overall Efficiency
Vehicle Days Down
Campaigns Fullfilment
BOL Ticket Closure Service Level

Parts Indicators

Service Level (Parts Availability)
PHD Solved Time

Corporate Identity and Dealer Standards

Corporate Identity

Electric Vehicle Management – Service Requirements

Dealership Parts Department Management

Parts Request To Maserati

Claims, Returns & Invoicing

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Pre-Delivery Inspection Checklists

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