'Fiat Link', Fiat Auto's innovative sales and service system

Fiat Auto is introducing its new Fiat Link system at the launch of the Fiat Idea to meet needs arising out of radical changes in automotive product sales and distribution methods. This innovative computerised system will initially be used by Fiat Dealers but will later be extended to the Lancia, Alfa Romeo and Light Commercial Vehicle networks. The aim: to improve the effectiveness of sales channels by introducing the most advanced IT resources to the sales and service field.
The project was introduced in Spain in 2002 and will be extended this year to Italy and Belgium. By 2005 it will have been taken up by the entire European network, i.e. 17 countries, some 1800 dealers and 4000 authorised workshops. The system will serve some 18,000 users on the sales side (eSales) and 24,000 on the Workshop side (eServices).
This resource is set to change the conventional sales and service process by integrating and streamlining activities to ensure increased service quality to the customer. The system is soon to cover all business lines in the sales and service area (New, Used, Service and Parts&Accessories).

Let's see how 'Fiat Link' works in detail.
After visiting the dealer's showroom, the salesperson takes the potential customer to a computer station. Once the relevant Make has been entered together with a few personal details, a model search may be performed from a pre-established, updated list of vehicles of the specific Make required.
Once the model has been selected, the required version and options are defined. Fiat Link offers certain innovative features to help the dealer through this process. For example, it shows the customer a technical specification sheet for the vehicle and version chosen and also gives access to articles and editorials on the model that have recently appeared in the trade press. It can also perform a technical and commercial comparison with other vehicles.

Once the version and options have been established, the customer can choose accessories, body colour and interior shades and fabrics. Once the vehicle has been configured, the salesperson can then determine its availability on line within his or her own dealership or within other Network dealers so that an accurate delivery time can be given. The Fiat Link stock locator function also provides information on operational and financial differences between the selected vehicle (complete with options and accessories) and vehicles available in stock. Once the customer has decided whether or not to order a car from stock, Fiat Link can also automatically calculate the part exchange value of the customer's old car.
If the customer is interested, the system can also formulate a finance package. If not, it then goes to the final step: the drawing up of a proper quote with information on payment terms. The system also offers the salesperson a chance to select any specific product discounts or promotions that may be printed out and given to the prospective buyer for future reference. Fiat Link also allows the salesperson to book another meeting with the customer, e.g. for a test drive, in a computerised diary.

Turin, October 22, 2003