Ford South Africa is busy revamping its customer experience ahead of the new Ranger and Everest launch. The new programme will be seamless and integrated from the showroom floor through the entire vehicle life.
The process involves a customer-centric approach that starts with a guided discovery of the vehicles, the purchase process, seamless maintenance, and repair options and, finally, an easy renewal into the customer’s next Ford.
Convenient mobile access to customer care
“At the very top of the customer journey is Ford South Africa’s commitment to treat customers like family,” says Kuda Takura, customer experience manager at Ford South Africa. “This is central to all our efforts and has been the driving force for everything that we’re trying to convey at every point of interaction.
“We want to deliver best-in-class experiences and marry great products with a great service experience.”.
This modernised customer experience entails the FordPass app providing added functionality available at the customer’s fingertips, anywhere, at any time. Through new and existing functionalities such as live chat, telephone, email or video chat, customers can immediately connect to an expert to help guide them through various queries, from feature explanations to final reservations.
This advice is available to existing owners and those interested in joining the Ford family.
Make use of the Service Calculator before making a trip to the service centre
The customer’s ongoing engagement with the vehicle runs through a learning hub, which can be accessed via the Ford website and allows both existing owners and those intending to buy a Ford to discover all the product's capabilities.
Buyers of 4x4 derivatives of the next-gen Ranger and Everest also receive a complimentary hands-on practical 4x4 training course.
FordPass will alert owners to vehicle health concerns and inform them should something require professional attention - they can then make an Online Service Booking.
At no cost, self-installing over-the-air updates will become available for all next-gen Ranger and Everest models as these vehicles are fitted with an embedded modem.
Additionally, there is a new Express Service option that can be completed within 60 minutes and is already active at most Ford dealers around the country. Customers who need to wait longer than 24 hours for a repair will get a loan car to continue without disruptions in their daily activities.
“We recognise that one of the most important things customers want from their vehicle is the uninterrupted use of it,” says Harm Kruyshaar, Ford’s After-Sales Retail Manager. “Customers want to feel safe in their car, and when something goes wrong, they want it fixed quickly and without impact on their daily life. That is what we’re striving to achieve in the after-sales environment.
While the Service Price Calculator is available only for Ranger and Everest customers, Ford will be rolling it out for all vehicles over the coming months.
Visit your nearest Ford dealership for convenient and improved customer care
The days of being overcharged by service centres are over.
