Video Health Check
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 the Aftersales service that 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
The Video Check is a service strongly recommended by Maserati and is available worldwide through various providers operating in the market.
VIDEO HEALTH CHECK (VHC) – Guide to the evaluation and activation of providers for Maserati dealers, available at the following link and on the Brand Portal (Aftersales, Video Health Check):
https://admin2-medialibrary.stellantis.com/pm7Jjkn9S5
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