Dealerships

Ford's new dealership digital kiosks reduce customer check-in time by 75 percent

The new kiosks significantly cut down on the time spent checking in vehicles at dealerships.

Photo courtesy of Ford Motor Company

Last fall, Ford initiated a pilot program at seven dealerships across the U.S. that installed digital kiosks designed to help improve the check-in experience for Ford dealerships. The result is a 75 percent reduction in the amount of time customers spent checking in when they arrive at the dealership for service.

"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."

Ford outdoor kiosk check in Ford is piloting outdoor kiosks as well.Photo courtesy of Ford Motor Company

Liberty Automotive Group in Ohio recently ordered more kiosks after successful implementation of the initiative, which resulted in interactions lasting only 25 percent of the time of the traditional check-in at the dealership.

"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 said in December the kiosk in the Brunswick location assisted 241 out of roughly 1,100 customers, and 85 percent of these said the kiosk made their check-in process easier.

Across the seven pilot dealers, the average customer check in time using the kiosk is just over two minutes. Additionally, 84 percent of Bellavia's users said the kiosk made their check in experience easier and 90 percent said it was able to answer all of their questions.

Ford explains how the kiosk experience works:

Imagine pulling up to a busy service area. All service advisors are busy assisting other customers. A wait seems eminent. 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.

Upon approaching the kiosk, the customer is prompted to enter their phone number via touchscreen. From there, the customers' primary information is displayed for verification of name, address, vehicle type, and preferred method of contact. 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.

According to Ford, outdoor versions of the kiosk currently are being piloted to provide access to vehicle drop-off or pick-up any time of day or night. The new outdoor kiosks will offer similar options as the indoor iterations and will eventually have the added capability of accepting and delivering keys.

Trending News

 
 

Custom SUVs

Ford Bronco to rule SEMA this year

The Bronco RTR features a fun livery and several off-road upgrades.

Ford

The annual Specialty Equipment Market Association (SEMA) show is an opportunity for the aftermarket and manufacturers to come together on wildly customized vehicles and to show off the latest parts and tech in the space. Now that the Ford Bronco has finally made its way to the public, it's not surprising to see several wild SEMA takes on the hottest SUV to hit the market in some time.

2021 Bronco by Tucci Hot Rods The tracks are said to improve the Bronco's abilities in deep snow and ice.Ford

2021 Bronco by Tucci Hot Rods

The new Bronco is capable and rugged on its own, but Tucci Hot Rods felt it needed more. The shop gave it that boost with a set of tracks in place of wheels, which are said to be great for deep snow and ice. This Bronco features a 2.3-liter EcoBoost four-cylinder engine and a seven-speed manual transmission to go with its Mattracks 88-Series quad tracks.

2021 Bronco RTR Fun-Runner by RTR Vehicles

Vaghn Gittin Jr's RTR Vehicles imagined a Bronco package that could be installed at the dealer. The result is the Fun-Runner, which features several Ford Performance and Ford Licensed Accessories parts. It's based on a 2021 two-door Bronco Badlands, and comes with an eye-catching wrap, an Ultimate Dana 44 front axle, Ultimate Dana 60 semi-float rear axle, RCV Performance CV axles, and a performance intake for its four-cylinder engine.

2021 Bronco by BDS Supensions SEMA presents an excellent opportunity for shops to show off their skill and imagination.Ford

2021 Bronco by BDS Supensions

BDS is a subsidiary of Fox Shocks and has worked with Ford for quite some time. The results of that long-running relationship are on display with the BDS Bronco, which features Fox 2.5 PES coilovers, BDS rear adjustable control arms and track bar, swaybar disconnect, and 37-inch BFGoodrich KM3 tires. The Bronco's bumpers have been replaced with CrawlTek Revolution units that feature a recessed winch mount, recovery hooks and more.

Trending News

 
 

Ford EV manufacturing

Ford plans new plants in Tennessee and Kentucky

Ford's new TN facility may be one of the largest in U.S. history.

Ford

Earlier this year, Ford outlined its plans for significant investments in electric vehicle development and construction. Today, the automaker announced a big step forward in that roadmap that will include two new facilities, billions in new spending, and thousands of new jobs.

The $5.6 billion Stanton, TN factory will be called Blue Oval City and will bring 6,000 new jobs to the area. Ford says the site will include a BlueOval SK battery plant, and that electric F-Series trucks will be manufactured there. The assembly plant is designed to be carbon neutral and to send zero waste to landfills once it's up and running.

Ford Blue Oval City Ford plans to create a combined 11,000 jobs.Ford

Ford notes that Blue Oval City will be one of the largest automotive manufacturing sites in U.S. history. The campus sprawls 3,600 acres over six square miles, and will house assembly, battery production, and a supplier facility. The vertical integration of all functions on one site should lower Ford's production costs and reduce its carbon footprint.

The $5.8 billion Kentucky site will be a dedicated battery manufacturing complex that houses two separate battery plants. The location will supply Ford's North American assembly plants and is expected to create 5,000 new jobs. The facilities in both states are being built as part of a joint venture between Ford and SK Innovation, pending regulatory approval.

Ford Blue Oval City The TN facility is expected to be carbon neutral when it's up and running.Ford

The increase in production capacity can't come soon enough for Ford. Earlier this year, the Mustang Mach-E EV debuted to strong demand, and the automaker will soon roll out the first electric F-Series truck. Called the Ford F-150 Lightning, the pickup will be the first electric truck from a legacy automaker.

Trending News