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Ford push dealers to use video in service departments

ScreenshotTyreVehicle manufacturer Ford have announced a move to roll out a Video Check service across it’s UK dealerships, where technicians servicing Ford vehicles film additional work they have identified, then send a video with a price quote to the customer.

The company says it hopes it will add greater transparency and improve customer satisfaction.

Using technology from video firm CitNow, customers are sent an SMS and an email telling them a video has been sent and it can then be viewed on a smartphone, tablet or PC. The customer can then authorise it with one click of a button.

Talking about the initiative, Carlos Ovilo, Ford of Britain’s 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, who’s dealers have been trialling Video Check says, “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.”

The Ford Video Check website describes the service by saying “Ford Video Check is a personalised video system that is having an immediate and direct impact on red work conversion and customer satisfaction across a number of Ford dealers, with red work upsell increasing by as much as 47% in some cases. If you’re looking for an instant return on investment, including increased sales and profits from the minute your technicians have been trained, then Ford Video Check is the best option for you.”