Ford Vietnam Introduces 4-Hour On-Site Service Program in Hanoi
Specifically, Ford Vietnam commits to completing maintenance services within four hours of scheduling at a location of your choice, and all costs (including parts and labor) will be waived if the service is not completed on time.
After scheduling, the system will dispatch the nearest mobile service vehicle, providing real-time updates on the technician’s location and service progress to the vehicle owner. Upon completion of the service, an electronic invoice will be sent to the customer with a digital payment option. Customers can also provide feedback on their experience directly on this platform.
Mr. Saurabh Arya, Director of Service and Customer Ford Vietnam, shared that enhancing customer convenience is at the heart of this program. Ford wants to make owning a Ford as easy as possible. When your vehicle is due for maintenance or an oil change, Ford’s mobile service vehicles will come to your location in Hanoi, ensuring your daily activities remain uninterrupted.
According to Mr. Saurabh, initial results from the program show positive signs. Specifically, over 1,000 mobile vehicle maintenance services have been performed in the past ten months, with a 99% on-time completion rate.
Program Mechanics
Predictive Analytics: Ford’s predictive analytics tool analyzes data directly from connected vehicles to accurately determine when a vehicle needs maintenance.
Targeted Communications: Eligible customers are reminded through multiple channels such as SMS, Zalo, and email to schedule timely maintenance.
Strategic Vehicle Location: The mobile service vehicle location algorithm focuses on areas with high customer density, taking into account traffic conditions and overall service demand to strategically position the mobile service vehicles across Hanoi.
Seamless Scheduling and Tracking: When scheduling on Ford’s online service platform, customers can choose their desired location and receive real-time updates on the mobile service vehicle’s location and service progress.
4-Hour Commitment or Free Service: After successful scheduling, a timer will start. If the service is not completed within four hours from the time of successful scheduling, the customer will receive complimentary service (including parts and labor costs).
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