Booking
The Booking phase is characterized by the contact between the Customer and the Maserati Service / Call Centre to create an appointment for:
- Routine maintenance
- Breakdown repair
- any other intervention required
Main objectives:
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Golden Rules
Before any booking activity, the Booking Operator (or the Service Advisor) should:
Verify that dealership is visible in the Maserati website (Dealer locator) and information (address, phone number, opening hours, …) are same than those displayed on site.
Check on the Reception/ Workshop’s agenda the needed labour time for the scheduled interventions
Foresee hours for unscheduled interventions or any additional work on the booked cars, in agreement with the workshop foreman (15-20% of total daily technicians’ working hours)
Take into account the ideal distribution of the working hours, to maximize profitability and to avoid the delays in the delivery phase:
- 70% external Customers
- 20 % warranty
- 10 % internal interventions
Evaluate the skills of workshop staff and make appointments not only on the basis of the individual's productivity, but also in relation to personal skills and competences
Schedule 15 or 30 minutes reception appointments after workshop availability check. It is recommended to plan 3 appointments of 15 minutes per hour or 3 appointments of 30 minutes per 2 hours to absorb the unexpected.
On the workshop’s agenda, consider also the time required to perform the daily expected deliveries, assigning 10-15 minutes for each delivery
Verify the availability of courtesy cars (Courtesy Vehicles Register) and alternative mobility’s options, following Maserati/ Dealer’s policies regarding alternative transport
To meet customer mobility needs and professionalize the management of the replacement vehicles’ fleet, follow the guidelines reported in the “Aftersales Operating Standard 16. Building & Managing Replacement Vehicles Fleet” sheet and the Example of Replacement Vehicles Fleet - Management Table.
Check the marketing offers currently available for Aftersales Customers
If a pick-up & delivery service is foreseen, the availability and workload of the pick-up and delivery operator must also be checked
The pick-up & delivery service should consider:
- correct indication of the address and the time needed to reach the Customer;
- correct identification of Customer needs;
- offer of replacement car (for free when applicable) to Customers using the service.
Consult the Pick-Up & Delivery Guidelines Tool for the management of this service.
Customer Satisfaction Index (CSI)
Booking& RECO Q3: How satisfied were you with the ease of getting a service appointment at a time that suited your needs? Customer Mobility needs check (with pick up and delivery service proposal) MOBILITY
Q7: Was an alternative transportation offered to you during the work performed? (E.g. Drop-off & Pickup, Collection & Delivery, Shuttle service, courtesy cars, rental, taxi...)
Q8: Which transport assistance solution was provided?
Vehicle enquiry (check warranty coverage, open service, recall, previous intervention if repeated repair) FRFT Q9: Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit? Scheduling (Work time estimate / Workshop’s workload verification / Parts availability check / Appointment) SATISFACTION & RECO.Q3: How satisfied were you with the ease of getting a service appointment at a time that suited your needs?
Booking Customization of the service per type of service (service maintenance / repair / repeated repair) SATISFACTION & RECO. Q3: How satisfied were you with the ease of getting a service appointment at a time that suited your needs?
Booking Tools
MOBILITY
Q7: Was an alternative transportation offered to you during the work performed? (E.g. Drop-off & Pickup, Collection & Delivery, Shuttle service, courtesy cars, rental, taxi...)
Q8 : Which transport assistance solution was provided?