Video Health Check (OTO Service)
SERVICE OVERVIEW
A new digital tool that allows customers to appreciate the Maserati Service experience wherever they are in just a few clicks.
Video Health Check (in short VHC or video-check) is a new After-Sale service recently adopted by Maserati. VHC allows Dealers to record a video-diagnosis of the Customer's vehicle, prepare a digital Repair Order including needed/advised repairs, and send it to the Customers in a unique web solution, via any instant messaging App, SMS or e-mail. The customer can then access the link from anywhere, watch the video and approve one or more jobs in a few clicks, in a safe and transparent way.
VHC can be used in a variety of use-cases during the AS Customer Journey:
- At Recovery to certify the Customer's vehicle condition
- In the Check-up phase, to record a video-walkaround of the vehicle, if the Customer is not present
- During the Repair phase, to show and explain any additional issues found and ask for Customer's repair approval
- At Delivery to show the work done and communicate that the vehicle is ready, as well as to anticipate customers that they will receive a follow-up call and the CSI AS survey.
It can also be used for:
- Service Marketing, to show customers new accessories, products and services and invite them to the Dealership
- Tutorials to show customers functionalities and characteristics of their vehicle in case of doubts (for instance, infotainment, connectivity, etc.)
BENEFITS FOR CUSTOMERS:
- Possibility of receiving the same Service Maserati experience completely from remote
- Easier to understand repairs and technicalities if shown via video
- Can be used anytime and anywhere, just with a couple of clicks
- Extremely convenient in the case of Pick-Up & Delivery
BENEFITS FOR DEALERS:
- Easier and more persuasive communication with Customers
- Better up-selling opportunity: evidence suggests that customers are more likely and quicker to approve additional jobs when shown to them via video
- Enhancement of Customer Experience with a new, wow-effect service
Maserati has launched the VHC service on over 40 Dealers in every key market of the EMEA region.
Due to the results achieved, Maserati highly encourages Dealers to adopt the video-check service.
The service is available worldwide thanks to several suppliers on the market. However, the adoption of the official Maserati tool offers numerous integration and cost advantages for the Network. Please get in touch with your Area Business Mangers for further information.
