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AM Online

Ford rolls out aftersales Video Check throughout network

FordStore service reception

Ford is rolling out a Video Check service across its dealer network to provide consumers with greater transparency and improve customer satisfaction.

The manufacturer is rolling out the Video Check service which will enable technicians servicing Ford vehicles to film any additional work identified and to send a video direct to the customer highlighting the extent of the problem.

Video Checks will be alerted to customers via a notification that a video has been sent via SMS and email and can be viewed on a smartphone, tablet or PC, along with a price for the work. The customer can then authorise it with one click of a button.

Carlos Ovilo, Ford of Britain customer service director, 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.”

Paul Hayes, franchise director at Think Ford, has been trialling Video Check and is delighted with the outcome. He said: “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.”

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