Ford Customer Experience Investment Continues with Digital Kiosks at Dealerships
DEARBORN, Feb. 20, 2020 – Last fall, Ford began piloting digital kiosks in dealership service areas to improve the check-in experience in seven Ford dealerships across the US. This and other initiatives are part of an ongoing effort to make each piece of the vehicle ownership experience more personalized, convenient and transparent.
“Our goal is to change the perception of the dealership experience,” said Robert De Filippo, global director, Ford Retail Customer Experience. Liberty Automotive Group in Ohio is one of the Ford dealerships involved in the pilot program.
The Kiosk Experience
All service advisors are busy assisting other customers. Enter the digital service kiosk. Not unlike digital kiosks seen in other retail establishments such as fast-food or airline travel, digital kiosks in dealership service areas allow customers to check-in and select services without interaction with a service advisor.
The customer then chooses the services their vehicle needs from various menu options and selects how they would like to be contacted with updates regarding their vehicle service. Recalls pertinent to the customers’ vehicle also are displayed on the screen during the check-in process.
Feb 20, 2020 at 18:10