Nothing, as we know, in Tesla is “normal”: the man-machine interface changes, the sales method, the use of the car itself. An example for everyone: on the Tesla there is no “start” button: you sit down and the car is ready to go. On the other hand, what else could a person want to sit in the driver’s seat and fasten the seat belt? It is a detail, but it testifies to the cultural revolution that Tesla set up. The “Start” button is in fact a fetish, the symbol of the world of motors. But not on the Tesla.
However, one of Tesla’s deepest – and most secret – revolutions is its maintenance and service system. Let’s start with a fact: Teslas do not require annual maintenance. The classic service has been completely abolished. Unlike cars with an internal combustion engine, a Tesla does not need traditional interventions such as changing oil, fuel filters, replacing spark plugs or checking emissions. Nothing.
Safety
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Then, as on all electric cars, too brake pads require few replacements, as regenerative braking returns energy to the battery, significantly reducing brake wear. Ordinary maintenance interventions are therefore so minor that Tesla even explains to its customers how to carry it out on their own, if they prefer, with an infinite series of tutorials, all available online on a dedicated site.
The ultimate goal is not to create problems for customers and consequently reduce the amount of time the vehicles spend in the Service Tesla. All right. But when does a Tesla fail? What happens? There are two ways: the physical Service Centers and the Mobile Service fleet, assistance that comes directly from the customer.
Mobility
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Mobile Service and remote diagnostics
“The fleet of mobile technicians, who move throughout the territory of the peninsula (including the islands), can perform up to 80% of maintenance operations directly at home or at the customer’s workplace, without the customer having to go to a service center, ”they proudly explain to Tesla.
It all starts with the customer asking for an appointment (via phone or app). At that point, to direct the customer towards the best solution, the Tesla team can take advantage of the connectivity of Model S, Model X, Model 3 e Model Y. “In almost all cases – they explained to Tesla – the problem claimed by the customer can in fact be diagnosed and then identified remotely, allowing the teams to guide the customer in the most effective way between a visit to the workshop or the intervention of a mobile technician. And thanks to over-the-air updates, that is over the air and therefore remotely, some of these technical problems can be solved with a simple phone call and the installation of a software patch. Likewise, since all Teslas are connected to the internet, we also use remote diagnostics to facilitate predictive maintenance. Our cars monitor certain components to make sure they are healthy; if a part needs to be replaced, we can pre-order the necessary parts before a customer’s physical or mobile service visit. ”
The case
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And always remotely the technicians understand if the physical intervention of a technician is necessary. And, above all, if it is an intervention that can be carried out with a Mobile Technician or if the car must be taken to the workshop, which here are called “Service Center”: it is more chic and knows less of breakdowns.
Another finesse: the appointment at home can also take place in a manner completamente touchless. When the Mobile Technician arrives at the meeting place (which can be the Tesla owner’s home, office, company …), he notifies the customer, who can choose not to show up in person and authorize via the Tesla App the technician to open the car autonomously using the software systems and then complete the intervention with a possible subsequent verification test drive. Opening and closing the car without the slightest contact with the customer. This process was perfected during the period of pandemicto minimize physical contact, and continues to remain a valid option appreciated by customers for its convenience and time optimization.
On the territory
In any case, after a period of testing, Tesla is investing heavily in the infrastructure of services and assistance centers to shorten waiting times, increase productivity and improve the overall customer experience. Suffice it to say that, until two years ago, in Italy there were only 2 Tesla Service Centers: Milan and Padua. Today, however, there are 7 assistance centers in Italy: Milan-Linate, Padua, Bologna, Rome, Florence, Caserta, Turin, plus new affiliated body shops, and expansion will continue.
The results
Let’s say right away that the source of these data is Tesla itself: there are no numbers of third parties. So the “host as is the wine” effect is high. But the official data of the Mobile Service are really scary: The average customer satisfaction score (CSAT) for the Mobile Service appointment is 97 percent. There is no such thing in the car. Not only that: the average time taken for each visit is less than 50 minutes. Another record never seen before.