News : Ford, Lincoln Dealers Use Tablet Technology to Improve Customer Service
Detroit, MI, Jan 14, 2015 -- Ford and Lincoln service centers are putting customers’ vehicle information where service advisors can best use it – at their fingertips.
Ford is expanding the SMART Technology (SMARTT) program that launched in early 2014. The program integrates new technologies including tablets and software into the company’s dealer management system, enhancing the customer service experience.
Last year, the company introduced SMARTT Appointments to give customers an online-based tool to schedule service appointments with Ford and Lincoln service centers. With the appointment tool, customers can select the services they need in advance, thus speeding up the write-up process before they arrive. In its first year, online appointment volumes tripled.
SMARTT is launching two additional phases in March, using mobile technology to further enhance customer greeting, write-up and vehicle servicing processes.
"This evolution of the SMARTT program represents a glimpse at the Ford and Lincoln service experience of the future," said Joe Hinrichs, Ford president, The Americas. "Using technology to help us reshape the customer service experience is just one example of how we are driving innovation through every part of our business."
The new technology aims to make the vehicle service process more efficient and personally engaging for customers.
Posted by Veronica Silva Cusi, news correspondent
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The Ford Motor Company is an American multinational corporation based in Dearborn, Michigan, a suburb of Detroit. The automaker was founded by Henry Ford and incorporated on June 16, 1903.
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Published: Thursday, January 15, 2015