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Roles & Responsibilities in the Aftersales
Customer Journey
Aftersales Customer Experience
Service Entry & Blue On Line (BOL)
Warranty Management
Warranty Audit
Maserati Services
Main Aftersales Indicators
Maserati Folgore
Tools
Documents
Roles & Responsibilities in the Aftersales
Aftersales Manager
Customer Journey
Booking
Customer Contact
Lead Management
Customer Needs Identification
Customer Mobility Needs Check
Vehicle Enquiry
Scheduling
Customization of Booking
Reception
Before the Customer's Arrival
Spare Parts Pre-Picking
Welcome and Data Check
Customer's Needs Identification
Preliminary checks for electric vehicles
Vehicle Inspection
Quote Estimation
Repair Order Opening
Customization of the Reception
Customer Waiting
Customer Waiting Customization
Service Execution
Diagnosis & Work Assignment
Work Execution
Quality Control before Vehicle Delivery
Preventive Treatment of Non-Quality in Aftersales
Vehicle Preparation
Service Execution Customization
Delivery
Follow-up Contact After Work
Contact Preparation
Customer Contact & Interview
Recording & Monitoring
Critical Issues Management
Aftersales Customer Experience
Service Entry & Blue On Line (BOL)
Service Entry +
Blue On Line (BOL)
Warranty Management
New Vehicle Contractual Warranty
Activation
Validity Period
Owner's Responsibilities
Scheduled Maintenance
Exclusions
Wear and Tear Parts
Tuning
Corrosion Warranty
Management of Vehicles in Stock
Hand-Over of New Vehicles
Management of DEMO Vehicles
Car Parc Allocation
Other Warranty Rules
Cosmetic Defects
Accident/ Body Damage Reports
Battery Replacement and Claiming Under Warranty
Connectors Replacement Kits
Electrical Wiring Faults
Lubricant and Consumables
Replaced Parts Management
Variant Tracking
Submitting a Warranty Claim
Service Entry +
Warranty Claim Filing
Cost Codes
Labour Time Calculation
Diagnostic and Straight Time
Diagnostic Reports
Claim Attachment Requirements
Road Test
Time Limit Requirements
Blocking Claim Flags (Warranty Expired or Locked)
Warranty Claim Assessment
Warranty Reimbursement and Invoicing
Warranty Closing Calendar
Warranty Invoicing Procedure
Warranty Payments Method
Refund for Parts
Refund for External Interventions (Sublet)
Archiving
Warranty Audit
Claims Chargeback
Maserati Services
Service Contracts
Bundle Sales Process
Extended Warranty
Pre-paid Maintenance
Certified Pre-Owned Program
Pick up & Delivery
Loaner Car Program
Main Aftersales Indicators
Customer Experience KPIs
NPS & other KPIs
SXI (Stellar Experience Index)
Maserati Folgore
Maserati Folgore Charging Offer
Folgore High Voltage Batteries
Electrified Vehicle Management - Folgore
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Aftersales customer experience overview
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