A 'Video Check' service is being rolled out across Ford’s Europe dealer network, enabling technicians servicing vehicles to film any additional work required and then send a video direct to the customer.
Highlighting the extent of the problem, the initiative aims to provide consumers with greater transparency and improve customer satisfaction.
The customer will receive a notification that the video has been sent, via SMS and email. The video can be viewed on a smartphone, tablet or PC, and a price for the work is also provided. This can then be authorised at the click of a button.
“Ford Video Check is a video based communication platform that builds consumer trust and positively impacts on workshop sales and customer satisfaction,” said Carlos Ovilo, Ford of Britain customer service director. We are implementing Ford Video Check rapidly and all our partners with authorised service contracts can participate.”
Paul Hayes, franchise director at Think Ford, has been trialling Video Check and is delighted with the outcome: “We took on Ford Video Check because we wanted to show our customers that work was required on their vehicles. 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.”