Ford is trying to make the process of vehicle maintenance more efficient for its customers by introducing an online check-in process.
Regardless of the vehicle, the goal is for the owner to get in and out of dealerships in the shortest time possible.
The company has reportedly started installing new digital kiosks in dealerships across the country, with the pilot testing beginning last fall. With the new system, customers can check-in their vehicles via the kiosk.
According to Ford’s Global Director for Retail Customer Experience, the automaker’s goal is “to change the perception of the dealership experience.” He further said: “We can start to do this by meeting rising expectations for fast and reliable service and letting each customer know they matter to us.”
Ford is currently the best-selling car brand in the United States and so far, 85% of the customers who have tried the new service said it has made checking in easier.
One customer, Andrew Bellavia, CEO of Liberty of Automotive Group in Ohio, says the new digital kiosks are beneficial to those “who are coming in for [a] quick service or maintenance on low-mileage vehicles.” Being able to check in online limits the need to explain to a mechanic or technician when their vehicle concerns can be resolved quickly.
The new process works by entering the customer’s phone number on the screen, where they can select from several menu options to help them check in their vehicles for a certain type of service. The screen also displays relevant recalls to the customer’s specific model, as well as options for how the dealership can reach the owner.
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