June 2013 - Ford Online

Ford BlueService is set to
transform customer service
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.
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 nnounced for commercial
vehicle customers under the Transit24
name, offering convenient appointments,
while-you-wait servicing and extendedopening
service appointments.
Ford customer service division director,
Jon Wellsman, said: “This combined servicing,
roadside assistance and annual inspection
package offers Ford customers driving
cars of any age and with any mileage
excellent value. On top of that the ability to
access services through a single contact
number ensures unrivalled convenience.”
“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.
One of the promotional posters for the new Ford BlueService programme
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
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 Transit carries a three-year/
100,000-mile 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 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.
6 Ford News June 2013