Maserati Service Concept

The goal of Maserati is to establish a standardized Aftersales process, reviewing the customer approach and to improve the Aftersales service level according to the customer expectation.

Different customer profiles coming from newest models
Different expectation from a daily driver
Different business approach to be considered for each owner

Customer Expectations

1/7

Efficiency

Quickness in responding and resolving issues

2/7

Responsiveness

Providing clear, concise and timely information, to satisfy the customer’s needs

3/7

Professionalism

Ensuring professional service

4/7

Transparency

Providing accurate and reliable information, establishing clear lines of processes and responsibility

5/7

Engagement

Interaction with the dealer and the brand

6/7

Personalization

Personalization of contents and contact channels in line with customer’s preference

7/7

Taking care

Taking care of the customer making him / her feel understood

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Maserati Service Concept has been designed to provide an outstanding Aftersales customer journey, focusing on a customer care approach, in order to deliver a unique and customized customer experience.

The service proposition and the service levels are designed for the specific event and tailored for the identified Maserati Personas

Standard services, to be delivered to all the customers
Customized services delivered to specific Customer Personas
Dealer’s additional services, provided by the dealer to ensure an outstanding Aftersales customer experience

REFERENCE:

“Customer Journey" section