FORD’S global “Dealership of the Future” program is unfurling in the United Kingdom with a new video check system for service departments, a step up from Australia’s interactive service reception.

Ford Australia told GoAutoNews Premium that the introduction of “Video Check” in the UK was not on its short-distance radar because of the success of its own program.

In the UK, the Ford Video Check service enhancement is being rolled out across its dealer network. The aim is to provide consumers with greater transparency and improve customer satisfaction.

Video Check service allows Ford technicians to video any additional work identified and to send that video to the car’s owner. It will allow the customer to view the additional work, see a cost estimate of the repair and decide on further action.

Customers received notice that a video has been done and sent by an initial message via SMS and email. The customer can then approve the repair at the click of a button.

Ford of Britain customer service director Carlos Ovilo said: “Ford Video Check is a video-based communication platform that builds consumer trust and positively impacts on workshop sales and customer satisfaction”.

“We are implementing Ford Video Check rapidly and all our partners with authorised service contracts can participate.”

Ford Australia said it is not planned to bring the program into Australia in the immediate future.

“We have offered an interactive service experience since late 2014 as part of our ‘Dealership of the Future’ program,” said Ford Australia product communications manager Damion Smy.

“Of our 189 dealers, around three-quarters have been upgraded to this standard.”

 

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The Australian system includes:

• Online service scheduling (ability to book your appointment online, whenever it suits the consumer).
• Automated reminders via email or SMS to let you know when your appointment is coming up and keep you informed of the status of your vehicle on the day of repair.
• An interactive service reception where the customer is greeted by a service advisor equipped with an iPad, and together they review the work to be carried out, the condition of the vehicle, and capture any other concerns or work the customer would like carried out. The advisor can use the iPad to log any customer requirements or concerns, take photos/videos or record noises, and then the customer signs the iPad to authorise the work. The iPad then generates an email which goes straight to the customer and includes the signed estimate and any photos of the vehicle. This is the closest to the UK program.
• A vehicle report card, provided free with each service, keeps you up to date with the condition of key maintenance items like brakes, tyres and the vehicle’s battery, and provides transparency on cost and required repairs.

In the UK, the franchise director of Think Ford dealership, Paul Hayes, has been trialling Video Check and is positive about the outcome.

“We took on Ford Video Check because we wanted to show our customers that work was required on their vehicles,” Mr Hayes said.

“We felt it would give us credibility in identifying work, and we’ve seen a marked increase in the work agreed by customers on a daily basis.”

By Neil Dowling