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 innovative 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.