Customer Mobility Needs Check
In order to propose a suitable appointment, the Booking Operator has always to:
- verify Customer’s mobility needs from the moment the vehicle is delivered to the workshop to the moment it is returned to the Customer;
- check alternative mobility options (e.g., loaner car, rental car, pick-up & delivery, taxi service, train, bring customer at home,…).
To offer the Mobility solution that best meets the customer needs use the “Mobility Offer - 1st Customer contact" Method sheet and a tool for the Mobility Solutions planning.
Should the Customer require a replacement vehicle, it is recommended the dealer offers a Maserati Loaner Car as a priority, alternatively a rental car could be offered, according to the local policies.
In the case of a "Pick-up and Delivery" service, both the availability of the workshop and the schedule of the pick-up & delivery driver must be considered.
Pick up & Delivery Service must take into account:
- Correct Address & Time from Customer location
- Correct identification of Customer needs
- Distance from the Customer venue
- Complimentary Loaner car / Rental Car
The booking must consider twice the estimated travel time: one for the reception and one for the delivery.
