FIAT AUTO AT ‘AUTOMECHANIKA’ 2004

The Aftersales division presents a complete range of services for the Alfa Romeo, Fiat and Lancia brands.

At this year’s ‘Automechanika’, the Fiat Auto Aftersales division is presenting a complete range of solutions for the parts, accessories and assistance sector.

The implementation of these new solutions should lead to an increase in profit-ability for the company, enhanced organisational efficiency as regards internal processes and an increase in customer satisfaction, and consequently, brand loyalty.

Overview of the solutions TO BE presented

The ‘ePLUS’ solution to modernise logistics in the parts sector

ePlus is a new integrated management system for the parts sector, which coor-dinates all the ‘Ordering’ and ‘Stock’ processes.

The system integrates all the procedures of planning, flow of materials and order fulfilment for all the dealer-ships Europe-wide. The system also supplies all the necessary information in terms of availability and delivery times.

The ‘ePER’ solution on DVD for parts and accessories catalogues

The new ePER solution (Parts Electronic Repository) is an electronic catalogue which, based on the part number, allows the user to access any part and an exploded view of it. The catalogue is consulted using Microsoft Explorer, and therefore functions both on single computers and networks.

The ‘eSERVICE’ solution for customer assistance

eSERVICE is part of a broader initiative known as LINK, which is a web-based system divided into two sectors: eSALES and eSERVICE.

The system is a backup for all garage-based processes, providing tools which offer processes to manage bookings, vehicle reception, diagnosis, repairs, test drives, vehicle delivery and repeated contacts with customers and potential cus-tomers.

The ‘eTECH’ solution

This is an IT tool which searches customer assistance sources, and provides back-up for dealerships in making the necessary analyses in order to diagnose and solve vehicle problems.

The ‘eLEARN’ solution

The aim of this project is to create a single database for documentation regard-ing the customer assistance service. This solution is also soon to feature time-charts, equipment catalogues and manuals, as well as all the latest features and initiatives regarding the customer assistance service.

The ‘eSIGI++’ solution

This is a web-based tool which reorganises the warranty management system, with the following objectives: to speed up processes, simplify use of commands, reduce errors and integrate with the existing data processing systems.

The ‘EXAMINER Smart’ solution

This is the new diagnostic tool for Alfa Romeo, Fiat and Lancia garages. It is a powerful tool, which is as manageable and fast as a portable computer, spe-cially designed for use in the garage environment.

Profile of the aftersales division

The Fiat Auto Aftersales division supplies services to all its partners. Its portfolio includes the parts and accessories sector, and marketing and technical assis-tance for customer service. The Italian centre in Volvera (by Turin) manages operations for the parts sector and the Fiat Auto customer service worldwide.

A team of around 1,100 staff manages 3,056 dealerships, 8,275 authorised garages, 18 factories, eight overseas branches and 102 importers.