Ford Introduces Digital Kiosks at Dealerships Across the U.S.
![Ford Digital Kiosks | Southern California Ford Dealers Ford Digital Kiosks | Southern California Ford Dealers](https://blueprint.cdn.cloud.searchoptics.net/ba8b4894c18368e054edd2a7f9c4a268/1.jpeg?1)
Customers want
to get in and out of the service department as quickly as possible. That’s why
Ford is introducing a pilot program, which places digital kiosks around service
areas at dealerships across the United States.
Digital kiosks aim to boost customer
satisfaction
Ford began
piloting its digital kiosks at seven different dealerships last fall. The program’s
goal is to expedite the service check-in process, while also making the
customer experience more personal. The kiosks are expected to provide a new
level of transparency, as well.
“Our goal is to
change the perception of the dealership experience,” said Robert De Filippo,
global director, Ford Retail Customer Experience. “We can start to do this by
meeting rising expectations for fast and reliable service and letting each
customer know they matter to us.”
One of the
first dealerships to pilot the program – the Liberty Automotive Group in
Brunswick, Ohio – has experienced exceptional results. According to Andrew
Bellavia, Chief Operating Officer, the kiosk in the Brunswick location served
241 out of approximately 1,100 customers. An impressive 85% of those who used
the kiosk said it made the check-in process easier. Also, 90% said the
technology was able to answer all their questions.
“The way I see it, there are two types of
customers,” Andrew Bellavia, Chief Operating Officer of Liberty Automotive
Group said. “Customers who are coming in for quick service or maintenance on
low-mileage vehicles who want to get in and out quickly, and then customers who
have unique cases that they want to discuss in-depth with our service staff.
These kiosks provide an option to the customer who wants to move fast, freeing
up service advisors to address the more complex concerns.”
Bellavia
estimates checking in with the kiosk takes 75% less time than the traditional
method of meeting with a service advisor. Across the seven pilot dealerships, the average check-in time is just over
two minutes when using the technology.
How the digital Kiosk works
If you’ve traveled
by commercial airline before, you’ve probably used a digital kiosk at check-in.
The Ford kiosk is similar, as it allows customers to check-in without waiting
in line to talk to a person.
When you reach
the kiosk, you’ll be asked for your phone number via the touchscreen. The
system will then display your contact information and vehicle details for
verification purposes. From there, you simply select the service your car needs,
along with your preferred contact method. Any open vehicle recalls will also be
displayed at that time.
Ford is trying
out outdoor kiosks, as well. The units operate similarly to those used indoors,
while also adding the ability to pick-up or drop-off a car at any hour. Additionally,
the system will eventually have the ability to accept and deliver keys.
Schedule your next auto service appointment
with Southern California Ford Dealers
Although your Southern
California Ford Dealers might not have a digital kiosk yet, you can still get
lightning-fast assistance through the service department. When you’re searching
for car maintenance or repair, stop by the nearest location to receive quick
and exceptional service.
![Ford Digital Kiosks | Southern California Ford Dealers Ford Digital Kiosks | Southern California Ford Dealers](https://blueprint.cdn.cloud.searchoptics.net/ba8b4894c18368e054edd2a7f9c4a268/2.jpg?1)