One of the hardest things to do in the aftersales business is to launch a new model or service action. We define service action as anything that requires vehicles or machines to need some service attention beyond the normal maintenance and repair schedules. This includes recalls (the most well-known) but also anything like a field service action or even a technical service bulletin. The complications that a launch (of a model or a service action) causes are too numerous to detail here, so we’ll go straight to the content of this session: • Communicating between parts and service when launching an action
• Ensuring parts availability aligns with any regulatory constraints (in the case of a recall, for example) or aligns with the OEM service team’s desires and guidelines
• Preparing service personnel and ensuring proper service availability after a launch