Ford is expanding the company’s ‘SMART Technology program’ or ‘SMARTT’ introduced last year, to include both Ford and Lincoln service centers. The motor company introduced SMARTT Appointments last year, a service that provided customers an online tool to schedule service appointments, which Fords says tripled online appointment volumes in the first year itself.
SMARTT is launching two additional phases in March, using mobile technology to enhance customer greeting, write-up and vehicle servicing processes. SMARTT Mobile Write-Up, phase two, puts tablets in the hands of advisors in dealership service lanes, whereas SMARTT Inspect, phase three, allows technicians and parts department personnel to access the information entered via tablets to obtain vehicle service history and fulfill service orders. SMARTT Inspect relays information to automate and enhance communication within the service department. Once a service advisor creates a repair order, it is assigned to a technician who can use a tablet or PC to complete a complimentary, thorough vehicle inspection. The technician can then record all outcomes of the inspection and suggest necessary additional services, and that data is accessible via the tablet for service advisors to share with customers.
SMARTT Appointments, available at 800 Ford and Lincoln dealers in 49 states, is powered by CDK Global and Reynolds & Reynolds. SMARTT Mobile Write-Up and Inspect, available in the United States, is powered by CDK Global for CDK Ford and Lincoln dealers.
[Image courtesy: Ford]