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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
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Next phases of SMARTT program use mobile technology to create
innovative service solutions including enhanced customer service and
automated inspection processes
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SMARTT underscores the value of emotionally connecting with customers
by creating a more transparent ownership experience that puts more
control in consumers’ hands
Company Website:
http://corporate.ford.com/
DETROIT -- (Business Wire)
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:
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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
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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.
Contacts:
Ford Motor Company
Elizabeth Weigandt, 313.570.6058
eweigand@ford.com
Source: Ford Motor Company
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