- www.mopar.eu is online, the new Internet platform for finding out about all the opportunities in the world of aftersales by MOPAR® EMEA, the division of Fiat S.p.A and Chrysler Group LLC which operates in Europe, the Middle East and Africa
- Interactive navigation, dynamic graphics and themed areas packed with content:Spare Parts, Warranty, Assistance, Maintenance, Accessories and Merchandising, Technical Services, Customer Care, Alfa Romeo E-Commerce and News.
- One portal, several levels of experience: information, interaction, social and ‘owner centre’.
MOPAR®, the division of Fiat S.p.A. and Chrysler Group LLC that deals with Parts & Service activities and Customer Care operationsin Europe, the Middle East and Africa (EMEA) will be taking part at the 2013 Geneva International Motor Show. At the Group’s stands for the various automotive brands, the public will be able to see both the accessories fitted on the display cars and a selection of the most exclusive merchandising items.
The Swiss show is also the ideal occasion to launch the new www.mopar.eu site, which presents all the opportunities in the world of aftersales by MOPAR®: from services to accessories, original parts to customer care and e-commerce to the content of the technical area. With original and dynamic graphics, the innovative web platform presents the entire range of MOPAR® products offered to customers both when a car is purchased and subsequently, to personalise it with specific accessories and services.
The www.mopar.eu site features simple, intuitive navigation that permits direct access to the various themed areas packed with multimedia content: Spare Parts, Warranty, Assistance, Maintenance, Accessories and Merchandising, Technical Area, Customer Care, Alfa Romeo E-Commerce and News.
The web project is available in two complementary levels of experience:the www.mopar.eu platform focuses on a social and informative dimension, offering the user the possibility of discovering every facet of the world of MOPAR® and interacting through “social networking” functions offered by Facebook and Twitter. The second levelseesthe addition of ‘personalised’ navigation dedicated to all registered users, for receiving customized offers, purchasing all available accessories online,taking part in events and getting to know your car better. Thanks to all these services, the web site www.mopar.eu can be defined a true ‘owner centre’. At the Geneva International Motor Show, at the stand of the Fiat, Alfa Romeo, Lancia and Jeep brands, you can get a preview of the new web site’s features and of all Mopar® brand services, thanks to a fun, intuitive, interactive game.
Accessories, merchandising and original parts
- Geneva: a new collection of accessories for the Alfa Romeo, Fiat and Jeep brands.
- Merchandising: exclusive and technological products like the new line dedicated to the Alfa Romeo 4C.
- www.store.alfaromeo.com: the virtual store dedicated to Alfa Romeo articles is online.
- Original parts, for a car which is always in great shape.
The accessories business represents an international market worth 70 thousand million dollars. This is Mopar®’s sphere of activity and it offers more than 25,000 high-quality accessories in more than 130 countries. “We see a constant, incredible demand for personalisation in the automotive market,” says Pietro Gorlier, President and CEO of Mopar®. “Whether it’s boosted performance, accessories or innovative, cutting-edge technology, customers want their cars to stand out. At Mopar®, we offer a complete range and accessories specifically developed and tested in terms of quality for our vehicles.”
In detail, Mopar® offers a wide range of car customisation accessories. The products are unique because they are developed hand-in-hand with the same engineering teams who designed the vehicle: this direct link is something that other aftermarket companies cannot supply. The many and exclusive accessories by Mopar can be discovered on the display cars and in dedicated areas of FGA brand stands at Geneva. Specifically, the side skirts and rear dam will be on display on the Alfa Romeo MiTo SBK, while the Giulietta will feature carbon parts – including spoiler, door mirror covers, gear lever knob and dashboard inserts – as well as the velour mats with the Giulietta logo and custom valve caps.
On the Fiat stand are some of the more than 140 unique and exclusive products dedicated to the 500L model, making it the Fiat Group Automobiles car with the greatest number of accessories available in the catalogue. Among the many: 17" white alloy wheels, valve caps with logo, velour mats, moulding on the bonnet, rear number plate holder, aluminium pedal unit and kick plate with 500L logo. Alongside the launch of the new Trekking version, new contents have been added to the rich accessories range of 500L, for example: new stickers, the ‘T-box’ (telematic box) , new specific ‘matt silver’ alloy wheels and hood mouldingand new moquette carpets matched with the new interior trim. Space is also dedicated to the accessories of the Nitro Kit, which lend further character to the Fiat Sedici under the spotlights, while the Panda 4×4 shows off the practical longitudinal bars and the innovative ‘Blue&ME TomTom’ navigator. Finally, on the Jeep stand, the iconic Jeep Wrangler Unlimited Sahara 2.8 CRD, with the automatic transmission, has been chosen to demonstrate a trim level personalised by Mopar®: the chrome grille and exhaust pipes, the mirror covers and the spare wheel cover, both in body colour, lend a touch of elegance to the overall aspect of the Wrangler. The additional mudguards integrated with the wings, the bonnet closing kit and the kick plate, on the other hand, represent an upgrade in terms of functionality.
Mopar®, in collaboration with the brands of Fiat Group Automobiles, has developed a series of products conceived to communicate directly with customers. . These top-quality, highly original products are displayed in the official catalogues. They are grouped by themed areas such as, to name just a few, Clothing, Style Accessories, Design, Technology, Decorative Items and Heritage. They are all items conceived and produced for fans of the Group brands. It is an exclusive collection intended to express and portray a lifestyle that can allow customers to live out a unique brand experience.
The world première of the Alfa Romeo 4C represents the ideal occasion to launch the exclusive merchandising collection inspired by the new ‘super compact’. Thanks to the support of the Alfa Romeo Style Centre, the products were conceived and produced to reflect the sports essence of the new model and reinforce its premium identity, both in the design and in the materials used (aluminium, carbon, leather). This way, the connection between the model and the line of merchandising is clear and fundamental.
The product range, the development of which was coordinated by Mopar®, includes various types of item: these include the more iconic, able to express the brand’s image and the content of its DNA to the full, such as the all-carbon long-board, the aluminium luge and the carbon sunglasses. Then there are those designed with fashion and lifestyle in mind, such as the high-impermeability raincoat, the carbon-brushed sweatshirt with soft-shell inserts and the waterproof backpack. A more technological area is occupied by the ski goggles or snowboard with GPS connection for augmented reality, the ceramic clock and the handmade carbon and aluminium pen. The car-shaped USB drive and the carbon cover for iPhone or iPad, on the other hand, are more geared towards fun.
Alfa Romeo E-Commerce
The mission of Mopar® is to interpret through its merchandising offer the DNA and the values of Fiat Group Automobiles Brands andin response to the huge demand from fans, Mopar® and Alfa Romeo are launching the new e-commerce portal right in Geneva. Fans can navigate the new dedicated online Alfa Romeo e-shop simply and intuitively to discover all the news in terms of official merchandising, which ranges from clothing to high-tech items, including the high-quality Alfa Romeo vintage line and the new line dedicated to the Alfa Romeo 4C, the captivating ‘compact supercar’.
The virtual store was designed to communicate and show off the reality of a historic and distinctively Italian brand that for more than a hundred years has always kept pace with the times but never forgotten its roots.
The new online Alfa Romeo store is available at www.store.alfaromeo.com and can also be accessed through all official Alfa Romeo sites and through the new www.mopar.eu portal.
Only those who truly know every single detail and component of a car are able to look after it comprehensively. That’s why Fiat, Alfa Romeo, Lancia, Fiat Professional, Jeep® and Abarth original parts, distributed by MOPAR®, are conceived and designed to preserve the characteristics of reliability, comfort and performance over time that the car can guarantee the moment it leaves the factory. In particular and from today, users who access the ‘Original Parts’ section of the www.mopar.eu site can inform themselves on the products offered by MOPAR®, accompanied by images, interesting facts and handy advice for keeping your car in perfect shape.
MOPAR® Vehicle Protection
- The only maintenance and mechanical cover plans guaranteed by Fiat Group Automobiles.
- A brand present throughout the EMEA region with a rich portfolio of services.
- All of the advantages offered on the official network, by qualified technicians using original parts.
“Mopar® Vehicle Protection” is the brand which draws up and distributes the only service contracts guaranteed by Fiat Group Automobiles: with the Mopar® Vehicle Protection maintenance plans and mechanical cover plans, customers can count on the support of qualified technicians trained by Fiat Group Automobiles, on a widespread network of authorised dealerships and on the exclusive use of original parts for the maintenance and repair of their vehicles.
Present in over 30 countries in the EMEA region, with a portfolio of more than 50 products, “Mopar® Vehicle Protection” has developed an offer which meets every customer's needs: in 2013 more than one vehicle in 4 will be supported by a Mopar® Vehicle Protection plan.
The range of Mopar® Vehicle Protection services is constantly being updated, but already offers three levels of mechanical protection, designed to extend the manufacturer's warranty, and to ensure the customer's vehicle remains efficient, with the option to choose the duration, from three to five years including the manufacturer's warrantee, and the most suitable mileage for the customer and their vehicle use:
- Maximum Care: the mechanical cover which extends the manufacturer's warranty.
- Added Care: the best cover at a competitive price.
- Powertrain Care: includes the most important mechanical parts, keeps the vehicle moving
To ensure your vehicle is always on point, Mopar® Vehicle Protection has designed two maintenance plans:
- Easy Pack, includes all scheduled maintenance, from two to five services
- Premium Pack, in Gold, Silver and Bronze versions, in addition to the scheduled maintenance, the replacement parts which commonly have to be replaced during the vehicle's lifetime.
Other services are also available, designed to always ensure the best driving experience:
- seasonal check-up plans, which can be purchased separately or in a coupon book, for a car which is always in great shape.
- Free2go++,the roadside assistance which extends the service offered during the contractual warranty.
Roadside assistance and Customer Care
- 24-hour roadside assistance valid throughout Europe.
- Dedicated free phone number available for each brand.
- Fiat Group Automobiles Customer Care is ever more digital.
Mopar® offers Fiat, Alfa Romeo, Lancia, Fiat Professional, Jeep® and Abarth customers a roadside assistance plan active 24 hours a day, 7 days a week, and valid throughout Europe to offer the experience of a journey that is always unique and worry-free. Whatever their need, they can count on the free phone number for the brand of their car or they can request the same assistance through the available mobile services.This service is fully free of charge during the warranty period and after can be optionally extended for an additional fee.
Mopar® also handles Customer Care activities for Fiat Group Automobiles with five contact centres located in Italy, Serbia, Turkey, South Africa and Russia. The Customer Service Centre in Arese is the main EMEA contact centre and provides assistance to customers in 16 markets, guaranteeing performance levels and customer satisfaction indices which are among the best in the automotive sector. It has more than 400 employees ready to help in 13 languages and nearly 28,000 hours of training are provided every year.
Traditional customer services have adapted to the increasing popularity of new digital technologies in recent years. The latest Fiat Group Automobiles Customer Care apps are part of this scenario: "Ciao Fiat Mobile", "Lancia Everywhere Mobile", "Alfa Romeo InfoMobile", "I am Jeep Mobile", "Abarth24h Mobile", "Fiat Professional Mobile" and "Fiat Ducato Camper Mobile". Available for free on iPhone and Android in five languages and fifteen European countries, have attracted 172,000 downloads. From the range of available services, these are the most popular: My profile, Due dates, Owner Handbooks and Find your car.
At the 2013 Geneva Motor Show, Lancia will be the first Group Brand to present the multilingual iPad version of the “Lancia Everywhere” mobile application. Style, dynamism and design characterise the new application for tablets created by Lancia Digital Marketing and Customer Care which features a new, engaging layout, suitable for the iPad, and a wealth of content: not just interactive buttons, but also solutions to satisfy tech-addicts, permitting particularly dynamic and direct interaction.
Among the content is the Lancia TrendVisions web magazine, which promotes new ideas, inspirations and talents, stimulating and offering “Lancia Everywhere Tablet” users information on contemporary trends plus the new section dedicated to the “Up & More” contest, with designer prizes to be won every month.
The Customer Care smartphone applications will also be at the Show. They were conceived and designed to offer mobile information and assistance and become an important channel for promoting products and services from Mopar® and Group Brands.To meet users’ needs and following development to improve the user experience, the applications coming to Geneva will launch and react more quickly and feature new content.
Among the new features, which have been available since a few days, there are two new services: “Methane and LPG filling stations” and “Warranty and maintenance”. These extend the tools available for users.
The first, available on the “Ciao Fiat Mobile”, “Everywhere Lancia Mobile” and “Alfa Romeo InfoMobile” applications in the French, Swiss, Austrian, Belgian, Luxembourgeois and Spanish markets, allows users to display the nearest methane and LPG filling stations, either through GPS, which detects the position of the user, or manual entry of the search location. Users can consult the list of stations or, alternatively, choose one from the map view. In both cases, useful information is available, such as the prices indicated by the users, the opening hours and the route to reach the selected station.
The “Warranty and maintenance” service, on the other hand, offers users of all the applications information on the main services that allow them to take care of their car, with the assistance of the Servicing Plans, extended Warranties and Roadside Assistance. The service, initially available for the Italian and Spanish markets, will be progressively rolled out for the other European markets.
As further confirmation that experimentation and innovation are key to developing the Customer Care activities promoted by Mopar®, the service has turned to social networking, identifying Twitter as a new channel for interaction with Italian customers. By sending a public tweet or a private message to @FiatCareIT and @AlfaRomeoCareIT, customers and Twitter users can receive support from a team of dedicated operators.
- Extensive service network
- Innovative assistance and vehicle diagnosis tools
- After-sales staff training and certification
- Technical Help Desk
- TechPro2, the professional training programme for the future technicians of the FGA workshop network.
- eLUM: Owner Handbooksare online.
Mopar® EMEA also handles Technical Services activities, through the service network, made up of dealers, workshops and authorised body shops.
All customers can take advantage of a specialist technical service, through the 12 thousand service centres throughout Europe, accessible both directly, taking the car to a workshop, and through the assistance of Customer Service and Roadside Assistance (called “Free-to-go”). This generates approximately 10 million vehicles received at workshops throughout Europe.
To assess satisfaction with the service, targeted telephone surveys are carried out on a significant sample of more than 200 thousand customers throughout Europe.
The service network has been equipped with particularly innovative equipment such as wiTECH Plus. This is the new diagnosis equipment launched in 2011 and developed in collaboration with Chrysler, for assisting with all the cars of the Group’s various brands. Portable and based on wireless technology, wiTECH Plus is always connected and updated via web. Its intuitive graphic interface permits effective diagnosis, ensuring high-quality, and rapid repairs.
Additionally, wiADVISOR, the computerised reception system based on the use of tablets, is already at the pilot stage.
wiADVISOR too is Wi-Fi and features software which allows all customer reception and vehicle inspection activities to be speeded up, transparently integrating the necessary documents and procedures.
If, on the one hand, digital innovation and tools are developed, on the other, there is a requirement to ensure that the whole network uses them in the same way and with the appropriate staff.
Through its own training division, MOPAR® Technical Service organises targeted courses for all roles in the network, assessing and certifying the various skills both in terms of technique and conduct.
The provision of up-to-date services and tools to the service network allows workshop activities to be carried out autonomously and to a high standard in order to meet the needs of the customer.
In any case, there may be cases in the workshop which require further assistance or Customer Care situations which warrant the highest priority.
In these cases, the network can count on the support of a Technical Help Desk, available throughout Europe, which interacts with the workshop operator and with the Customer Services Centre to provide the assistance required. At times, despite the use of the most sophisticated technology, such as “remote diagnosis”, the staff of the Help Desk need to inspect the car in person. It is then that genuine super-technicians known as “flying doctors” come into play; they travel to the service centre, resolve the problem and communicate the details of the solution to the central staff.
The primary mission of MOPAR® Technical Service is customer satisfaction and loyalty, in combination with the profitability of the entire service network.
A major project for young people has been set up by agreement between Fiat Group Automobiles and the Cnos-Fap Federation (National Centre of the Salesian Society – Vocational and Professional Training): TechPro2, the professional training programme for the future technicians of the FGA workshop network, in Italy and abroad. ‘TechPro2’ offers a three-year course of training and work experience, to give students thorough competence and a high degree of specialisation in automotive technology. The programme meets the two-fold requirements of supplying potential specialised workers to Fiat dealers and authorised workshops and, at a social level, providing employment options to young people living in highly disadvantaged areas. This is a key project within the scope of a broader strategy by Fiat Group Automobiles with the goal of developing schemes with locally operating no-profit organisations.
The students’ training, theoretical and practical, takes place in the classrooms of the Salesians’ Professional Training Centres. Each centre receives cars, subassemblies, components, diagnosis equipment and teaching material for repair practice from Mopar®, in addition to on-the-job training-the-trainer programmes and job training for students within the group’s service network.
The international dimension of the project, already active on several continents, has expanded further over the years. Today, there are more than 50 ‘TechPro2’ centres of which 18 inItaly (the latest was inaugurated at San Donà di Piave in the presence of Don Pascual Chávez, Rector Major of the Salesians and 9th successor of St. John Bosco). In 2011 alone, approximately 2,600 students attended the schools (68% more than 2010) and nearly 1.6 million hours of training was supplied in seven different languages. The efficacy of the project has been confirmed by a survey promoted by the CNOS-FAP National Centre and conducted by the Institute of Sociology of Education of the Pontifical Salesian University of Rome on those who received a qualification from the education and vocational training one year later. The survey showed that three years after completing the course, 52% had found employment and 34% had chosen to stay in school.
eLUM: Owner Handbooks are online.
Users can access therecently renewedeLUM site (aftersales.fiat.com/elum) from the MOPAR® web platform, through a rapid, comprehensive service, users can find on-board documentation for Fiat Group Automobiles cars in electronic format: from the Owner Handbook (LUM) to the supplements dedicated to the warranty, robotised gearboxes, special trim levels and infotainment devices. Entering the registration or chassis number in the home page launches an automatic search for your car’s documents. Additionally, thanks to the original and dynamic graphics, the browse page guides the user as they read the documents, with pages that can be turned online, as with a book. Naturally, it is also possible to save a copy of the material on your PC or print it directly from the site.
Finally, a further particular feature of eLUM is dedicated to historic car lovers: in the "eLUMVintage" section, you can consult the documents of some models that have made the history of the Fiat, Lancia and Alfa Romeo brands. This is a particularly evocative area where you can breathe the vintage atmosphere of a past that still provides stylistic inspiration today.
History: worldwide integration at the service of the customer
- One of the leading players in the international market.
- The new Mopar® springs from the encounter and exchange of excellence between the Fiat and Chrysler Groups.
- Mopar®: a legend born in 1937 in the United States.
The partnership between Chrysler Group LLC and Fiat S.p.A. is continuing by expanding the coverage of Mopar® in the EMEA area (Europe, Middle East and Africa) and integrating services, spare parts and customer service programmes. The goal is to boost support to Abarth, Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep®, Lancia, SRT and Ram dealers and customers on an even more global level.
The new sales strategy is the natural consequence of both auto makers’ choice to share many components and systems across models to rationalise global distribution and service procedures. The result will be improved efficiency and natural consolidation to the benefit of customers. This complete service is summed up by the new slogan “Mopar®. More care for your car” that the EMEA division of Mopar® – sporting a new silver logo which distinguishes it from the blue logo of the global brand – will be using to introduce itself to the general public.
MOPAR®: one of the leading players in the international market
Mopar® is the reference brand for all original parts and accessories for the Fiat S.p.A. and Chrysler Group brands. Mopar® products are unique, as they are designed in collaboration with the same teams who define the technical specifications of vehicles from the two Groups.
A single international organisation that can already take pride in truly amazing figures:
- a widespread presence with distribution in over 130 countries
- more than 50 distribution centres
- more than 45 sales offices
- more than 20 contact centres
- more than 500,000 spare parts and accessory components listed in the catalogue
- more than 2,000,000 m² of total spare parts warehouse space
- more than 11,000 delivery address centres
- more than 400,000 orders every day
- more than 12,000 dealers/subdealers.
These figures admirably demonstrate the commitment of Mopar® to satisfy the customer in the best possible way, with about 70 million Chrysler Group and Fiat vehicles estimated on the road. The integration process was set in motion with the new packaging that distinguishes all of the new products. It incorporates the name Mopar® and the logos of the Abarth, Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep®, Lancia, SRT and Ram brands.
The new Mopar® springs from the encounter and exchange of excellence
The new MOPAR® springs precisely from the encounter and respective exchange of excellence. In particular, the experienceof Fiat Parts & Service provides the trendy personalisations and Italian-style accessories which are proving so successful also in the USA thanks to the Fiat 500. In parallel, many of the innovations that have changed the aftersales world for ever were created by MOPAR®.Some of the many innovations that Mopar® has introduced in the automotive sector are smartphone on-board information apps, owner handbooks in electronic format on DVD and in brief user-guide format, and a wireless on-board recharging system for portable devices. Mopar was also the first to transform a car into a wireless access area and the first to put EVTS (Electronic Vehicle Tracking System) on the market, an innovative positioning device which sends a text message to the owner if the car is driven too fast or too far according to preset parameters.
Mopar® brand: 76 years of success in more than 130 countries
Established in 1937, the Mopar® brand (a simple contraction of the words MOtor and PARts) started making a name for itself in the 1960s – the muscle-car era. The Chrysler Corporation built race-ready Dodges and Plymouths equipped with special high-performance parts. Mopar® started producing a specific line of “special parts” for racers and developed its racing parts division, called Mopar® Performance Parts, to enhance speed and handling for both road and racing use. The brand then expanded to include the technical service and customer care business. After 76 years of activity, Mopar® is one of the leading players in the market and today it is increasingly integrated with the activities of Fiat Group Automobiles. Suffice it to say that the global range of Mopar® includes more than 500,000 spare parts and accessories distributed in over 130 countries. Its mission is to ensure that each customer of the Fiat Group Automobiles and Chrysler Group brandscan benefit from its exceptional worldwide experience in all areas of aftersales, through top-flight customer service, cutting-edge technologies and innovative, original, high-quality products.