# Aftersales

*/Departments/Aftersales*

## Neighborhood

### Parent

- [Motorcycle Dealership](/CompanyTypes/Motorcycle_Dealership) — parent · CompanyTypes

### Siblings

- [Aftersales Department](/Departments/Aftersales_Department) — siblings · Departments

### Related (delivered by)

- [Perform warranty analytics and experience check](/Processes/Perform_warranty_analytics_and_experience_check) — delivered by · Processes
- [Manage electronic parts catalog](/Processes/Manage_electronic_parts_catalog) — delivered by · Processes

### Measured by

- [Aftermarket Revenue](/Metrics/Aftermarket_Revenue) — measured by · Metrics
- [Average Repair Order Value](/Metrics/Average_Repair_Order_Value) — measured by · Metrics
- [Customer Satisfaction Score](/Metrics/Customer_Satisfaction_Score) — measured by · Metrics
- [Workshop Labor Utilization](/Metrics/Workshop_Labor_Utilization) — measured by · Metrics
- [Customer Satisfaction Index](/Metrics/Customer_Satisfaction_Index) — measured by · Metrics
- [Labor Utilization Rate](/Metrics/Labor_Utilization_Rate) — measured by · Metrics
- [Service Retention Rate](/Metrics/Service_Retention_Rate) — measured by · Metrics
- [Aftersales Revenue Per Vehicle](/Metrics/Aftersales_Revenue_Per_Vehicle) — measured by · Metrics

### Processes it runs

- [Parts and Accessories Retailing](/Processes/Parts_and_Accessories_Retailing) — runs · Processes
- [Operate Service and Repair Centers](/Processes/Operate_Service_and_Repair_Centers) — runs · Processes
- [Execute Retention Campaigns](/Processes/Execute_Retention_Campaigns) — runs · Processes
- [Dealer Warranty and Returns Processing](/Processes/Dealer_Warranty_and_Returns_Processing) — runs · Processes
- [Appointment Booking into Client Systems](/Processes/Appointment_Booking_into_Client_Systems) — runs · Processes
- [Manage and process warranty claims](/Processes/Manage_and_process_warranty_claims) — runs · Processes
- [Book Service Appointments](/Processes/Book_Service_Appointments) — runs · Processes
- [Driving Customer Retention Campaigns](/Processes/Driving_Customer_Retention_Campaigns) — runs · Processes

### Staff

- [Workshop Technician](/JobTypes/Workshop_Technician) — staff · JobTypes
- [Parts Manager](/JobTypes/Parts_Manager) — staff · JobTypes
- [Customer Retention Specialist](/JobTypes/Customer_Retention_Specialist) — staff · JobTypes
- [Warranty Administrator](/JobTypes/Warranty_Administrator) — staff · JobTypes
- [Parts Counter Specialist](/JobTypes/Parts_Counter_Specialist) — staff · JobTypes
- [Service Advisor](/JobTypes/Service_Advisor) — staff · JobTypes
- [Aftersales Manager](/JobTypes/Aftersales_Manager) — staff · JobTypes

### Part of

- [Automotive Manufacturer](/CompanyTypes/Automotive_Manufacturer) — part of · CompanyTypes
- [Consumer Durables Manufacturer](/CompanyTypes/Consumer_Durables_Manufacturer) — part of · CompanyTypes
- [Automotive OEM](/CompanyTypes/Automotive_OEM) — part of · CompanyTypes
- [Automotive Dealership](/CompanyTypes/Automotive_Dealership) — part of · CompanyTypes

### Problems this exposes

- [top-box-only CSI formula lets one detractor survey erase a month of 10s the bay actually earned](/Problems/top-box-only_CSI_formula_lets_one_detractor_survey_erase_a_month_of_10s_the_bay_actually_earned) — exposes problem · Problems
- [OEM CSI clawback on bonus/allocation pushes advisors to withhold low-scoring ROs from the survey sample](/Problems/OEM_CSI_clawback_on_bonus%2Fallocation_pushes_advisors_to_withhold_low-scoring_ROs_from_the_survey_sample) — exposes problem · Problems
- [split customer-pay/warranty jobs score as one incomplete visit, depressing CSI the advisor can't influence](/Problems/split_customer-pay%2Fwarranty_jobs_score_as_one_incomplete_visit,_depressing_CSI_the_advisor_can't_influence) — exposes problem · Problems
- [CSI charged to the service advisor even when the dissatisfaction is an OEM parts-backorder outside the bay](/Problems/CSI_charged_to_the_service_advisor_even_when_the_dissatisfaction_is_an_OEM_parts-backorder_outside_the_bay) — exposes problem · Problems
- [accessory cross-sell not checked for VIN-level fitment compatibility before the customer pays](/Problems/accessory_cross-sell_not_checked_for_VIN-level_fitment_compatibility_before_the_customer_pays) — exposes problem · Problems
- [counter sales quoted against superseded/obsolete part numbers the DMS still lists as active, so the fitment is wrong for the VIN's trim](/Problems/counter_sales_quoted_against_superseded%2Fobsolete_part_numbers_the_DMS_still_lists_as_active,_so_the_fitment_is_wrong_for_the_VIN's_trim) — exposes problem · Problems
- [retention service-plan offers priced without the VIN's declined-work and goodwill history, re-discounting repairs the customer already refused and eroding margin](/Problems/retention_service-plan_offers_priced_without_the_VIN's_declined-work_and_goodwill_history,_re-discounting_repairs_the_customer_already_refused_and_eroding_margin) — exposes problem · Problems
- [recall-campaign bookings accepted without reserving the shared special-service-tool the campaign requires across branches](/Problems/recall-campaign_bookings_accepted_without_reserving_the_shared_special-service-tool_the_campaign_requires_across_branches) — exposes problem · Problems
- [appointment slots promised without matching the job to a roster of OEM-certified high-voltage/EV technicians actually on shift that day](/Problems/appointment_slots_promised_without_matching_the_job_to_a_roster_of_OEM-certified_high-voltage%2FEV_technicians_actually_on_shift_that_day) — exposes problem · Problems
- [retention campaigns triggered without checking open recall/warranty status per VIN, so outreach contradicts the car's service history](/Problems/retention_campaigns_triggered_without_checking_open_recall%2Fwarranty_status_per_VIN,_so_outreach_contradicts_the_car's_service_history) — exposes problem · Problems
- [parts-and-accessory upsell at booking not validated against real-time parts availability, so booked jobs promise stock the depot can't supply](/Problems/parts-and-accessory_upsell_at_booking_not_validated_against_real-time_parts_availability,_so_booked_jobs_promise_stock_the_depot_can't_supply) — exposes problem · Problems
- [parts availability for a repair quoted from a DMS that doesn't see the regional warehouse in real time](/Problems/parts_availability_for_a_repair_quoted_from_a_DMS_that_doesn't_see_the_regional_warehouse_in_real_time) — exposes problem · Problems
- [warranty-claim adjudication against OEM coverage matrices done line-by-line by service advisors](/Problems/warranty-claim_adjudication_against_OEM_coverage_matrices_done_line-by-line_by_service_advisors) — exposes problem · Problems
- [service-loaner fleet utilization tracked separately from the booking calendar, so doubles get promised](/Problems/service-loaner_fleet_utilization_tracked_separately_from_the_booking_calendar,_so_doubles_get_promised) — exposes problem · Problems
- [customer-pay vs warranty labor-time splits disputed on every mixed RO](/Problems/customer-pay_vs_warranty_labor-time_splits_disputed_on_every_mixed_RO) — exposes problem · Problems
- [recall and campaign completion per VIN reconciled against a manufacturer feed nobody refreshes daily](/Problems/recall_and_campaign_completion_per_VIN_reconciled_against_a_manufacturer_feed_nobody_refreshes_daily) — exposes problem · Problems
- [parts-pricing and labor-time-guide reconciliation across markets](/Problems/parts-pricing_and_labor-time-guide_reconciliation_across_markets) — exposes problem · Problems
- [first-time-fix-rate erosion from incomplete diagnostic data](/Problems/first-time-fix-rate_erosion_from_incomplete_diagnostic_data) — exposes problem · Problems
- [spare-parts inventory mismatch causing repair-bay downtime](/Problems/spare-parts_inventory_mismatch_causing_repair-bay_downtime) — exposes problem · Problems
- [service-bulletin / recall campaign completion-rate tracking](/Problems/service-bulletin_%2F_recall_campaign_completion-rate_tracking) — exposes problem · Problems
- [warranty-claim adjudication disputes between dealer and OEM](/Problems/warranty-claim_adjudication_disputes_between_dealer_and_OEM) — exposes problem · Problems
- [Warranty Claim Validation Throughput](/Problems/Warranty_Claim_Validation_Throughput) — exposes problem · Problems