Ford, Lincoln Dealers Use Tablet Technology to Improve Customers’ Service Experience
14 Gennaio 2015 - 8:27PM
Business Wire
- Ford introduces next phase of SMART
Technology (SMARTT) program, using convenience of tablets and
customized dealer management system to improve and simplify the
overall service experience
- Next phases of SMARTT program use
mobile technology to create innovative service solutions including
enhanced customer service and automated inspection processes
- SMARTT underscores the value of
emotionally connecting with customers by creating a more
transparent ownership experience that puts more control in
consumers’ hands
Ford and Lincoln service centers are putting customers’ vehicle
information where service advisors can best use it – at their
fingertips.
Ford is expanding the SMART Technology (SMARTT) program that
launched in early 2014. The program integrates innovative new
technologies including tablets and software into the company’s
dealer management system, enhancing the customer service
experience.
Last year, the company introduced SMARTT Appointments to give
customers an online-based tool to schedule service appointments
with Ford and Lincoln service centers. With the appointment tool,
customers can select the services they need in advance, thus
speeding up the write-up process before they arrive. In its first
year, online appointment volumes tripled.
SMARTT is launching two additional phases in March, using mobile
technology to further enhance customer greeting, write-up and
vehicle servicing processes:
- SMARTT Mobile Write-Up, phase two, puts
tablets in the hands of advisors in dealership service lanes to
help provide a more seamless service experience
- SMARTT Inspect, phase three, allows
technicians and parts department personnel to access the
tablet-entered information to obtain vehicle service history and
more efficiently fulfill service orders
“This evolution of the SMARTT program represents a glimpse at
the Ford and Lincoln service experience of the future,” said Joe
Hinrichs, Ford president, The Americas. “Using technology to help
us reshape the customer service experience is just one example of
how we are driving innovation through every part of our
business.”
The new technology aims to make the vehicle service process more
efficient and personally engaging for customers.
“We envision an experience built on trust, transparency and
personal treatment, and SMARTT helps us achieve that,” said
Frederiek Toney, Ford vice president, Customer Service
Division.
With SMARTT Mobile Write-Up, Ford and Lincoln service advisors
have the flexibility to work with customers on their terms. Service
personnel can greet customers and start or complete the write-up
process right from the vehicle – breaking down barriers while
building trust and strengthening the dealer-customer
relationship.
This tool offers an easy-to-use service menu that includes the
most common service requests, as well as vehicle history, open
recall notices and pricing.
It also makes vehicle inspections and walk-around processes more
efficient, giving service advisors the ability to scan a vehicle’s
VIN, take pictures of areas in need of repair, and attach notes and
customer comments.
SMARTT Inspect then relays that information to automate and
enhance communication within the service department. Once a service
advisor creates a repair order, it is assigned to a technician who
can use a tablet or PC to complete a complimentary, thorough
vehicle inspection. The technician can then record all outcomes of
the inspection and suggest necessary additional services, and that
data is accessible via the tablet for service advisors to share
with customers.
“The new phases of SMARTT are strong examples of how Ford is
using technology not for technology’s sake, but to truly make a
difference in our customers’ lives,” Toney said.
SMARTT Appointments, available at 800 Ford and Lincoln dealers
in 49 states, is powered by CDK Global and Reynolds & Reynolds.
SMARTT Mobile Write-Up and Inspect, available in the United States,
is powered by CDK Global for CDK Ford and Lincoln dealers. The
Reynolds deployment of SMARTT Mobile Write-Up and Inspect will be
the subject of a future announcement.
About Ford Motor Company
Ford Motor Company, a global automotive industry leader based in
Dearborn, Michigan, manufactures or distributes automobiles across
six continents. With about 189,000 employees and 65 plants
worldwide, the company’s automotive brands include Ford and
Lincoln. The company provides financial services through Ford Motor
Credit Company. For more information regarding Ford and its
products worldwide, please visit www.corporate.ford.com.
For news releases, related materials and
high-resolution photos and video, visit www.media.ford.com.
Ford Motor CompanyElizabeth Weigandt,
313.570.6058eweigand@ford.com
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