Scheduling
Work time estimate
The Service Advisor consults the Knowledge Online (TechDOC) system in ModisCS+ to estimate the labour time for the intervention, referring to the Maserati standard time or to the actual time required for routine interventions.
Workshop’s workload verification
Using the workshop’s agenda or the planning tool provided, the Service Advisor checks the workshop’s availability considering:
- the total production capacity (total amount of technicians’ daily working hours);
- the hours needed for the jobs already scheduled;
- free non-working hours for unscheduled or additional interventions on the booked cars (15-20% of available hours).
Parts Availability check
In case of non-standard interventions, the Service Advisor/ Booking Operator checks the availability of the required parts in the Dealer’s DMS.
If the needed parts are not available, he/she asks the Spare Parts Personnel to send an order and provide the estimated arrival time.
Appointment
After having assessed all the Customer’s needs and the workshop’s availability, the Service Advisor:
- proposes to the Customer at least two dates for the intervention execution and a possible vehicle return date, trying to satisfy the Customer’s requests and considering the workshop’s agenda /DMS;
- in case of return to workshop, proposes two slots within 2 working days for the appointment and identifies it as a workshop return in the reception schedule
- records the appointment details on the workshop’s agenda;
- verifies Customer’s telephone number and asks him/her how they prefer to be contacted.
- asks Customer if he/she wants to be contacted.
- asks the Customer if he wants to receive a reminder (by phone, text message or email) of the appointment details (date, time, etc.) the day before the scheduled appointment;
- confirms the appointment date and time;
- greets and thanks the Customers reminding them of his/her name or the name of the person that will receive him on the day agreed upon.
