Best Ever Customer Feedback
We are delighted to see Sherihan Marashlian, Maserati Service Supervisor, lead her team to deliver our best ever levels of customer experience.
In the last 3 months Sherihan has introduced a number of new processes around appointment booking, communication and customer transparency - all of which has resulted in an improvement in customer feedback from 87% to a staggering 96%.
We have also increased the number of Customer Service Advisors and now have 3 dedicated only to our Maserati customers to ensure we offer the very best one to one experience.
Finally our new industry leading technology allows us not only to communicate better with our customers, but also offers a completely transparent view of all work carried out and required on their vehicle. This includes a very clear electronic vehicle health check with itemised quotations so our customers have absolute clarity on what is required and at what cost.
Our New Customer Service Centre
Our amazing new Customer Service Centre is now set up with the very latest technology including a new telephony system which is CTI enabled and call recording function.
The new technology has helped us deliver industry leading performance including answering 99% of all calls within 10 seconds and having a call abandoned rate of below 0.5%, both of which are unmatched in any industry.
Our Customer Service Team also call every single Maserati service customer on behalf of our Director and feed back all of their comments. The feedback from these surveys have allowed us to make many changes to our structure and processes and improve our overall customer experience.
Luxurious New Facilities
In 2017 we also completely upgraded our Service Centre. We now have a dedicated Drive-In Service facility for our Maserati & Ferrari customers and a completely new branded lounge.
Our customer lounges are now equipped with the latest Italian designer furniture as well as a full range of lifestyle and accessory displays and our customers enjoy a dedicated waiter service for refreshments.
When it is time to discuss their vehicle we have 5 exclusive offices to ensure our customers have absolute privacy.
Of course the single most important part of any service visit for our customers is that we repair their vehicle on time, first time and every time. With the complexity of the new technology in our cars today we have made significant investment in our technical team over the last year.
In 2017 we made our largest ever investment in technical training with over 30 training days completed in the last 6 months alone in the Maserati training centres Italy and Dubai.
We also recruited a Maserati Technical Manager all the way from Johannesburg, South Africa. Roberto Ramos joined us from Maserati SA and brings an unbelievable 9 years Maserati technical expertise to the team.
As you would expect Roberto's main passion is rugby but closely followed by his love for the Maserati brand and Motorsport, an excellent blend for his new role.