In a European after-sales landscape calling for new efficiency strategies—amid declining registrations and an aging vehicle fleet—the Italian market shows signs of resilience. But stability is not enough: today, the sector must evolve from an operational function to a strategic lever supporting profitability and network positioning.

Driven by data from Quintegia's After-sales Navigator, this session explores key drivers, performance indicators, and strategic actions for improving service operations at dealerships.

Oscar Molon from Volkswagen Group Italia will share his vision through a focused talk on objectives, methodology, and actions already underway. A focus on electric after-sales follows: a growing segment, yet still evolving. More mature markets show that BEV customer loyalty can falter without specialized skills and tailored solutions. A concrete look at how to take action today and redefine the scope of service—balancing efficiency, adaptation, and new business directions.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

In automotive after-sales, human resource management is essential to maintaining service efficiency and quality. The main challenge isn’t just sourcing new talent—it’s systematically valuing existing personnel.

This session suggests a paradigm shift: from external recruitment to internal talent development. The focus is on practical, measurable tools: skills assessments, effective motivation systems, applicable training, and incentive models that truly unlock individual and team potential.

Ford will share an original best practice involving employee engagement through contests and “games & fun” dynamics.

Federico Vigorelli Porro will wrap up with an analysis of the strategic role of managers, showing how leadership that invests in people fuels the energy teams need to succeed. Because a team’s rhythm reflects how much is invested in its people.

Corporate fleets—both long and short term—play a major role in after-sales. These are demanding, structured customers, accustomed to high standards and tailored solutions. They expect efficiency, reliable timelines, digital processes, and professional relationships. In this context, a good service isn’t enough: a structured, scalable, and dependable system is needed.

The session addresses the topic in a direct and multilateral way: from the direct voice of a fleet manager who will offer the point of view of the Dal customer, with focus on real operational and relational expectations. From the involvement of Aniasa and Federauto, institutional players, who will help us understand the challenges and competitive balances. Up to the concrete testimony of an independent repairer, who has been able to structure himself to seize this very complex opportunity.

A realistic look, with different points of view, at a growing segment, where the difference lies in organization, efficiency and clear positioning.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

The used vehicle market continues to grow, bringing new value potential to after-sales. Capturing that value, however, requires more than a fresh coat of paint: it means rethinking reconditioning as a strategic process that impacts margins, customer experience, and brand reputation.

Reconditioning thus becomes a fundamental step in restoring a vehicle’s commercial identity, aligning it with customer expectations.

This session analyzes operational models and key decisions through best practices from structured dealers and operators who have successfully combined quality, speed, and process control.

The discussion will be enriched by input from ANRAAV (National Association of Authorized Networks), representing the authorized network of Volkswagen Group Italia: a strategic player in building in building virtuous partnerships between sellers and repairers—based on specialization and consistent standards.

As the automotive sector undergoes deep transformation, vehicle end-of-life is no longer just about disposal. It is now a strategic phase where environmental sustainability, regulatory traceability, and opportunities to regenerate economic value intersect. Chicco Testa will offer a systemic view on environmental and industrial policies, addressing circularity and technological neutrality within the energy transition. A broad perspective to redefine after-sales' role in lifecycle management.

Next, lawyer Marco Grilli will explain the evolving regulatory framework, focusing on the digital vehicle passport, second life of batteries and components, and updates from the June 17th European legislative developments.

The session will close with Lucio Antonio Valerio from RES, showcasing a PNRR-funded sustainable dismantling project—an applied example of circular economy including material recovery, process transparency, and operational innovation.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

The role of the Service Manager has changed. Responsibilities are expanding, required skills are increasing, and gaps are widening between different business realities depending on size and structure. But this shift only creates value when entrepreneurs recognize the strategic relevance of this role.

This session presents a candid dialogue between two key after-sales players: a general manager and a service manager. Through a “double interview” format, they will explore day-to-day challenges related to trust, delegation, control, and skill development. To close, we’ll review the relationship between network and OEM, with results from Quintegia’s DealerSTAT Service survey, highlighting the brand that stood out most in supporting its dealers in after-sales.

After sales is not just a sales extension—it’s a critical relationship space where trust is built, loyalty is nurtured, and long-term value is generated. But to achieve this, it must be seen as a strategic asset, not just a support function.

The session opens with a reconnect moment to link themes from the previous day. Next, Charles Mills will offer insights into changing customer behavior, particularly in after-sales. Then, Ilenia Vidili—one of Europe’s most respected voices on customer centricity—will lead an inspiring and practical discussion on redefining after-sales as a growth driver. Topics include digital expectations, personalization, new value metrics, and the real risk of falling behind. A clear proposal for those who recognize that today’s competitive factor is not just the product, but how customers are welcomed, supported, and engaged.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

In a context where profitability is determined by operational efficiency and customer retention, expanding the after-sales offering is one of the most concrete and accessible opportunities for dealers. Building an integrated offer is often an underrated differentiator.

This session examines how to strategically broaden after sales services through high-potential areas: tire management, ancillary services, and insurance solutions. These are often seen as marginal but can become real sources of value, loyalty, and differentiation.

Luca Genini from Autotorino will explain how integrating insurance services can strengthen customer relationships and create new revenue streams, transforming a complementary service into a strategic component of the customer journey.

Matteo Soncini from Autoclub will present a practical case study on introducing innovative services in the after sales area, showing how operational innovation can generate measurable competitive advantages.

In conclusion, we will have a conversation with Gianluigi Riccioni from Mercedes-Benz Italia, who will address the key themes driving the evolution of after-sales, highlighting the role of customer loyalty, new technologies, and connected services as elements of differentiation and continuity for the business. The goal is to provide a concrete framework for transforming complementary services into strategic pillars of one's offering.

In a context where revenue growth is not always possible, the real challenge for independent operators is improving internal efficiency to generate higher profits and margins. This session explores where waste truly hides—not just in product costs or warehouse inefficiencies, but also in misaligned processes, unclear roles, and poor personnel management. These are often intangible inefficiencies, yet they have a significant impact on the bottom line. Through real-world examples and practical insights, we will show how a clear-eyed view of one’s organization can turn daily operations into a profitability engine. We’ll share the firsthand experience of an operator who has already implemented these principles with measurable results. A session for those ready to stop chasing volume and start building value.

In workshops often operating at full capacity with limited resources, marketing must go beyond attracting new customers. It must become a smart tool to nurture relationships, manage seasonality, and select high-value, stable clients. Quintegia opens the session with an analysis of the importance of after-sales service within the marketing activities of dealerships. This will be followed by a talk by Alberto Narenti, ADV and Strategy Director with a decade of experience in developing multichannel strategies, who will offer a concrete methodological approach applicable to dealers and independents alike.

The session concludes with a dealer case study demonstrating how marketing was used to build consistency—not just to “fill the calendar.” The rhythm is set by those who know how to plan.

Short, 15-minute workshop that offers a unique opportunity to absorb practical and essential business management knowledge. Insights will be shared on topics specifically selected to stimulate interest and curiosity with the goal of inspiring and developing new strategies and visions.

Artificial Intelligence is everywhere, but after sales needs tangible results. Where does it generate real value? In which processes is it already operational? And how can it adapt to different business models—from large dealers to independent operators?

This session offers a clear overview of the most relevant AI applications in service: from predictive maintenance to customer service chatbots, and warehouse automation. Quintegia will present a selection of Italian and international best practices that show what truly works.

Irene Di Deo, Director of the Intelligent BPA Observatory at Politecnico di Milano, will outline different concrete AI adoption scenarios tailored to different levels of complexity and business scale. This session is designed to turn interest into operational decisions, and innovation into measurable outcomes.

Connected vehicles are changing the game: remote updates, advanced diagnostics, real-time data. But in this new digital landscape, who owns the data? And who truly has the right to access and use it?

The introduction of SERMI—the European certification standard for independent operators—is a pivotal moment for the future of the aftermarket.

This session features:

• GIPA’s market analysis and its competitive implications for those who fail to adapt.
• An update from Luca Montagner on repairers who are embracing the transition—and those at risk of being left behind.
• A legal deep dive into access rights, intervention permissions, and regulatory implications, helping participants understand what really changes for those working on today’s and tomorrow’s vehicles.

To stay in the game and keep pace, preparation, vision, and strong teamwork are essential.

The body shop sector is undergoing significant transformation. It’s no longer just about fixing vehicles—it’s about running complex businesses that integrate advanced technology, continuous training, and sustainable practices.

This session opens with a market overview and the results of a Quintegia study analyzing the implications and untapped opportunities for dealers in the body shop business. The analysis focuses on value creation points and margin generation, offering a data-driven perspective on competitive dynamics. Technological innovation and professional training are urgent needs. The emergence of new professional roles is crucial for tackling sector challenges.

Through expert testimonials and case studies, we will explore how body shops can evolve to become key players in the after-sales landscape. Because even in the most technical settings, real progress comes from harmonizing vision, organization, and skills—at the right pace.

To wrap up two days full of insights and inspiration, we invite you to join us for the closing networking session—an informal and engaging moment designed to encourage conversation, reflection, and connection. During this time, you'll have the opportunity to freely interact with the speakers and Quintegia experts at themed stations, each focused on a key topic that emerged throughout the event.

No agenda, no formal speeches—just a genuine chance to connect, ask questions, and gather ideas. We hope this marks the beginning of new conversations, relationships, and inspiration.