BOL Ticket Closure Service Level

The Ticket Closure Service Level measures the effectiveness and efficiency  in managing the Support Request (SR) Blue on Line Tickets.

It is calculated as the percentage of cases in which the technical diagnosis is “closed” within five calendar days.

A quick management of the support requests allows less diagnosis and overall repair time, reducing the customer discomfort and vehicle down time.

The Ticket Closure Service Level is affected by both the performance of the dealer (workshop organization, skills and training of technicians)

 and the Maserati technical helpdesk.