Customer Contact
The Customer can contact the Dealer, by:
- direct phone call
- an e-mail request
- other tools provided by the Dealer (e.g., website)
- Maserati Web form & Owner App (Multichannel Service Booking)
Multichannel Service Booking provides Customers the opportunity to request service appointments digitally, with the most convenient and seamless service experience.
Associated Tools:
If the Customer goes directly to the dealership, he/she must be immediately received by the person in charge of welcoming the Customer.
After the welcome, the Booking Operator (or the Service Advisor):
- uses the “Booking - Detailed Phone Script" tool sheet to collect customer and vehicle information
- asks the Customer mileage and vehicle data, in order to identify the car: car plate or vehicle identification number (VIN);
- checks vehicle and Customer data in ModisCS+/Service Entry+ or in the Dealer’s DMS;
- if the current owner of the vehicle is different from the one in Service Entry+ and/or DMS, the Service Advisor collects additional data (e.g., change of ownership date) in order to perform the Ownership Change procedures (see Service Entry + Manual).
- investigates the nature of any technical problems by asking the Customer diagnostic related questions directly, using the “Booking Pre-diagnosis Check" tool.
- In case of return to workshop, should explain to the Customer that his/her request will be dealt with as a matter of priority (appointment proposed within 2 working days identified as a workshop return in the reception schedule) and that his vehicle will be controlled by the Workshop Foreman who will conduct vehicle test, after repair, with him.
When the Customer contacts the workshop by phone, answer within three telephone rings.
In the case of a call transfer or a hold of the Customer, the duration must not exceed 30 seconds.
Service Reminder
The Booking must also be managed in a proactive way, anticipating Customer needs via a Service Reminder activity.
The Service Reminder is a Customer care process that consists in getting in contact with the Customer before the maintenance due date of his / her vehicle.
A reminder can be sent to the Customer via e-mail or SMS, or a call can be performed by the person responsible for booking at the dealership/ call center.
Service reminder contact must be managed at a minimum 3 to 4 weeks before the maintenance due date.