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

Tools
Documents

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Service Concept and Maserati Personas

Maserati Service Concept

Maserati Personas

An example of Persona: The "Unique"

Roles & Responsibilities in the Aftersales

Aftersales Manager

Aftersales Back Office Personnel

Service Advisor

Warranty Manager

Spare Parts Manager

Spare Parts Personnel

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

Aftersales Customer Experience

Dealership Parts Department Management

Parts Request To Maserati

Claims, Returns & Invoicing

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
Oil Leak
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

Maserati Services

Customer Journey Services

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

Customer Programs

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

Main Aftersales Indicators

Customer Experience KPIs

NPS & other KPIs
SXI (Stellar Experience Index)

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

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Pre-Delivery Inspection Checklists

M156

Small-18784-MaseratiQuattroporteTrofeoMY22

M157

Small-14281-MaseratistandatGenevaMotorShow2018GhibliNerissimo

M161

Medium-15152-MaseratiLevanteTrofeo

MCPURA & MC20

Small-18068-MC20BiancoAudace

GT2S

M182 ICE & MHEV

19073-MaseratiGrecaleFolgore

M189 ICE

Small-20636-MaseratiGranTurismoTrofeo

M182 BEV

Small-23585-MaseratiGrecaleFolgoreDarkAurora

M189 BEV

Small-20733-MaseratiGranTurismoFolgore8

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