F&I Management & Training

Ford is to transform its aftersales experience for retail customers with the introduction of a range of new services launched under the "Ford BlueService" name.

BRENTWOOD, Essex, 16 May 2013 - With a joint investment of £7.5m by Ford and its dealers, Ford BlueService is being rolled out across Ford's 650-strong service network - the UK's largest.

Ford BlueService includes a free electronic vehicle health check (Ford eCHECK), online service booking, Ford Assistance, Ford Accident Management and a Ford One Call helpline.  Ford customers will also have the chance to boost their Nectar point balance with servicing offers rewarding two points for every £1 spent.

In the coming months Ford BlueService is set to expand with new customer benefits covering fixed pricing for parts, jobs and servicing, security and operating system upgrades and other online innovations.

Ford BlueService joins the latest aftersales services recently announced for commercial vehicle customers under the Transit24 name, offering convenient appointments, while-you-wait servicing and extended-opening service appointments. 

Jon Wellsman, customer service division director, Ford of Britain, said: "This new package combining servicing, roadside assistance and an annual inspection will benefit customers driving Fords of any age or mileage. On top of that, the ability to call access services through a single contact number ensures unrivalled convenience and peace of mind."

"The Ford UK dealer network accommodates over one million customer visits a year, and it's the company's aim to make sure they receive the very best experience."

Ford eCHECK

A safety inspection and report carried out by Ford-trained technicians using the latest diagnostics equipment allowing customers to see a detailed overview of key components on their vehicle.  Colour coded safety ratings - green (no attention required), amber (requiring attention soon) and red (requiring urgent attention) are included to provide the customer a clear assessment of the vehicle's safety and to point out any items requiring urgent attention.

Ford Assistance

Ford customers who have a scheduled service carried out at a Ford authorised repairer automatically receive free UK and European roadside assistance through to the next scheduled routine maintenance, usually 12 months or 12,500 miles.  As well as the peace of mind provided, this saves the customer the inconvenience and cost of buying third-party roadside assistance.  

Ford Online Service Booking

The new way to book a Ford service and MOT online can be accessed on www.ford.co.uk/OSB. It enables customers to book a service appointment anywhere in the UK and is available 24 hours a day, seven days a week.

Ford "One Call" 24/7 helpline

Ford is offering a single point of contact for customers through the new One Call customer hotline (0203 564 4444), whether their call is regarding a technical issue, roadside assistance or a request for product information and services.

Ford Accident Management

This service is free to all Ford owners through the One Call number.  The entire insurance claim process is managed from vehicle recovery through completing the claim form, liaising with the insurance company, arranging vehicle repair at a Ford Accident Repair Centre and providing a courtesy car.

Transit24

The Ford network of Premium CV Authorised Repairers is conveniently located across the UK and has specialised staff, workshop equipment, tools and training to meet customer demand. It offers first-class assistance minimising fleet customer vehicle downtime and provides priority treatment for urgent cases, aiming to complete vehicle off-road repairs on the same working day.

Every Ford Transit carries a comprehensive three year / 100,000 miles manufacturer's warranty and with "Ford Assistance", a premium roadside assistance package which includes ‘load-continuation', so that in the event of a breakdown, the load can be delivered before the vehicle is taken to a repairer. Ford also offers a free Fleet Accident Management service to all business customers.

Future Developments

Over the next months, Ford will be rolling out further Ford BlueService benefits including a national fixed pricing system for common service work on older vehicles to make Ford aftermarket pricing more transparent to customers before and during their dealer visit.  Additionally Ford will announce web and software-based service innovations for its car and CV ranges.

DATED: 20.05.13

FEED: HA