Ford Vietnam upgrades customer experience with new applications and services

Along with providing many new generation models leading the segment, Ford also brings different customer experiences and commits to always accompany customers. Ford Vietnam has been actively improving service quality, constantly improving processes, integrating technology applications to enhance customer experience, in both sales and service.

Pioneering the trend of connecting customers

Ford builds on the Ford+ plan to focus on products, close relationships with customers and enhance the ownership experience for car owners. In 2022, Ford will continuously launch high-quality products that customers really need, while integrating new service processes and technologies to provide each customer with the best, most convenient and suitable mobility space to keep up with all changes and new trends in the modern world .

Mr. Ruchik Shah, General Director of Ford Vietnam

In the coming time, Ford will accelerate the implementation of the Ford+ plan to overcome the challenge of having to compete and succeed in the automotive industry with traditional car products, while also changing rapidly to suit the development trend of electric vehicles, smart connectivity technology, autonomous vehicle technology, and user experience technologies. Especially keeping up with the rapidly changing consumption and car usage habits of young customers.

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Mr. Ruchik Shah, General Director of Ford Vietnam shared: “In the current field of automobile manufacturing and trading, we can see the efforts of brands that all own modern production lines and apply cutting-edge technology to bring products that best suit users' tastes. Therefore, Ford identifies customer experience as our distinct competitive point.”

Elevating Customer Service & Experience in Ford+ Strategy

Ford Vietnam has been and will simultaneously deploy a plan to upgrade Dealer Standards (Ford signature) to dealers nationwide. Complete the new customer experience enhancement process system FGE (Ford Guest Experience) according to global standards to ensure uniformity and consistency in customer care service quality. This year, Ford Vietnam will open 10 new dealers and upgrade about 10 existing dealers according to Ford Signature standards. It is expected that by the end of 2024, the entire system of more than 50 Ford Vietnam dealers will be upgraded to meet the latest global standards.

Currently, Ford Vietnam is completing and successfully implementing many new processes on customer experience to bring convenience to car owners, in line with new smart consumption trends such as:

· Ford Pass smart vehicle management application: easily connects users and vehicles, aggregates vehicle feature information and checks vehicle status. In Vietnam, the customer activation rate is up to 95%, leading in the region.

· Online Service Scheduling: A convenient solution for customers to quickly schedule services, helping you to proactively manage your schedule and save time.

· Product Consultant: connect directly with Ford Experts via direct phone call or online chat on Ford Vietnam website.

· Explore your Ford: A series of useful instructional videos to help customers make the most of the equipped features while using the vehicle. At the same time, Ford Vietnam also expands and upgrades the quality of service processes at the Dealership towards a comprehensive customer experience such as: On-site vehicle delivery, car loan service, 60-minute express maintenance... With the goal of constantly improving customer satisfaction, Ford wants Ford car owners to have a complete and comprehensive experience from the time of learning and purchasing to ownership and use. The entire Ford dealer system is committed to persistently and constantly striving to improve, to become better and better so that customers can have wonderful journeys with Ford.

Tung Anh