Fiat Group Automobiles Parts & Services Star of Automechanika 2008

TURIN - September 16, 2008: Fiat Group Automobiles Parts & Services is taking part in the Automechanika International Show programmed from 16 to 21 September in Frankfurt. Specifically for professional operators, this fair is one of the biggest in the world dedicated to products, equipment and services in the Automotive Aftermarket. In particular, Fiat Group Automobiles Parts & Services is confirming at Automechanika its strong commitment to research and innovation concerning products, services and processes which meet the requirement of “Contemporary Sustainability”, a new concept of “sustainability” based on personalisation and an easy relationship with the brand. There are three aspects to “Contemporary Sustainability”. Firstly, “environmental sustainability”, which means attention to ecological factors throughout the car’s life cycle. This is an area where support plays a fundamental role as it maintains the efficiency of the cars by keeping consumption and emissions under control (at Automechanika, the “Green Check-up” is being presented: a programme of education and information on sustainable support and mobility implemented in the main European countries). The second aspect of “Contemporary Sustainability” is financial sustainability which means, according to the tradition of Fiat Group Automobiles, searching for intelligent solutions which ensure that the customer spends less. Finally the third aspect is the most original and innovative: sustainability in relation to time and stress. For Fiat Group Automobiles, all this means an approach to service focused on the customer’s peace of mind. The aim is for the service to be perceived not as a problem but as a solution, by emphasising the positive points: the time saved, the care of the car, the privilege of being treated as a VIP customer.

Finally, the Frankfurt show is also an ideal opportunity for discovering both new models by Fiat Group Automobiles and the services and accessories developed for Alfa Romeo MiTo, Lancia Delta, Fiat MY Grande Punto MY 2008, Fiat Professional Fiorino and 500 Abarth. Last but not least, the public will be able to find out about other new solutions in “sustainability” also with regard to work environments and processes, with the presentation to the German market of the new “premium standards”, the renewed Corporate Identity layouts, the E-Service platform and the final implementation plan for the Local Distribution Centers.

Fiat Group Automobiles – Parts&Services
Fiat Group Automobiles has a comprehensive and integrated vision of the aftersales business which embraces all aspects: from distribution to support, from call center to infotelematic system, from parts to services. The synergy between the various areas enables the supply to the customer to be refined and expanded, and also allows new business opportunities to be discovered such as product bundling, cross-selling and optimisation of logistics, warehouses and purchases.

As the relationship with the customer is constructed, cultivated and consolidated throughout the car’s life cycle, Fiat Group Automobiles – Parts&Services designs, develops and provides excellent services worldwide, focusing on Europe, along two lines: “business-to-consumer”, i.e. the development of services and accessories which increasingly match the supply of the Brands, and “business-to-business”, i.e. support to the service network.

“Business-to-consumer” is direct supply to the customer in which the winning element is the development of personalised content matching the image of each Brand. Firstly, the accessories must fulfil the desire for individuality. Also communication at the sales outlet will capture the attention of customers thanks to original packaging and new exhibitors. Then, to enhance the new accessories range, the “Stock and Display” project has been launched which will enable the network to present the aftermarket products in an inviting and effective manner.

Particular mention should be made of the “added value” services developed by Fiat Group Automobiles – Parts&Services, such as the “Lancia VIP Service” and the “500 Free” deals which are contributing to the success of sales. Not only, all the Fiat Group Automobiles brands have built up a strategy aimed at creating added value for the customer through services. Their distinctive feature is that they are personalised, because they are made to measure for the customer, they are innovative because they change market paradigms, and distinctive because they adhere to the characteristics of the brand.

This context also includes the Blue&Me NAV, exclusive on cars by Fiat Group Automobiles, which stands out as a real technological platform on which to base ever-new services. For example, the Blue&Me NAV incorporates among its functions the Car Manager service, through which Fiat Group Automobiles – Parts&Services receives information on the vehicle’s state of health. This makes it possible to communicate with the owner directly in the car, to inform him of any problems and agree on maintenance interventions. With this new service, the customer will be able to make use of a customised maintenance service, and so enjoy greater peace of mind when driving.

As for “business-to-business” activities, Fiat Group Automobiles - Parts&Services operates on three levels: logistics, processes and standards of quality of the service. Objective: excellence of operation, achieved by optimising the relationship between parts supplier/warehouse/local service outlet; and redesigning the logistics network which involves redefining logistics flows and creating Local Distribution Centers. An example of this new approach is the new Fiat Group Automobiles “master depot” in Duisburg, a “parts hub” with 60 employees, approximately 10,000 square metres of warehouse, 28,000 part numbers in stock and 4,000 order lines executed per day. In addition, in March a help desk was launched, specifically dedicated to logistics and accessible from the whole of Germany. The network’s assessment is very positive and it has therefore been decided to expand the service.

Not to mention that the size of the Fiat Group offers the opportunity to create important synergies as demonstrated by the new distribution model of Fiat Group Automobiles - Parts&Services which will also use the parts centre in Heidelberg, the pride of CNH logistics. A further example is the collaboration with Magneti Marelli Aftermarket Parts and Services, Magneti Marelli’s aftermarket division which distributes automotive parts and components to garages through a network of parts suppliers on the independent market and supplies products and support services to drivers through the network of garages throughout the country. In detail, Magneti Marelli Parts&Services has approximately 500 employees, 8 international bases and operates worldwide with approximately 5,000 workshops, of which over 2,000 are in Italy and nearly 1,500 in South America.

It should be emphasised that in an increasingly open and complex technical scenario, the synergies between Magneti Marelli Parts&Services and Fiat Group Automobiles Parts&Services will add value with a view to improving service to their respective end customers: the car manufacturer will be able to benefit, in so far as parts are concerned, from an expansion of the product range, while the components manufacturer will have access to more detailed technical information and knowledge direct from the manufacturer. The most recent developments of this collaboration include the launch of “All Makes”, an innovative project which involves the supply by Magneti Marelli Parts&Services to FGA Parts&Services of a range of products dedicated to the repair and maintenance of cars of all “non - Fiat Group Automobiles” makes.

Moreover, Magneti Marelli Parts&Services develops and supplies products, services and specific know-how: for example, products designed for workshop diagnosis or products aimed at the end consumer in the field of info-tainment (portable navigator) or motorsport, with some attention also given to the world of tuning, an interesting market following developments in the law concerning liberalisation.

Fiat Group Automobiles – Customer Services
Focusing on the customer is a general principle for Fiat Group Automobiles, but for the Customer Services area it is even more: a mission and the reason for being. It has three areas of activity. First, to improve the relationship with the customer in all channels of contact with the company, providing information (on test drives, marketing campaigns, promotions, problems relating to services and use of the car) or roadside support solutions to ensure the mobility service to customers, reducing car downtime and following up the customer for all his needs. Then, to increase support to the network by increasing its repair capability and simplifying the dealers’ technical processes with instruments and dedicated resources (e.g. training) to maximise the satisfaction of customers with the service processes and their loyalty to the dealer. Finally, to improve the contact between brand and customer, by thorough analysis of the latter’s requirements and by developing actions for improving product, sales and service.

Customer Services is therefore a bridge between customers, dealers and brands, making it easier for customers to access and use the services. The universal freephone number is an example: Fiat Group Automobiles is the first car manufacturer in Europe to use a single number which enables customers to speak in their own language, wherever they are, whatever they need and whatever services they require. Among other things, particular mention should be made of the fundamental role played by the Customer Service Centre – the largest call centre in Europe, active in 13 countries and employing 550 people – which answers 3,700,000 customer contacts per year (end of 2008 forecast). The Customer Service Centre also carries out the function of “provider” of the services supplied by the Brands through Blue&Me NAV.