Seamless customer experience
In an industry with high churn rates and shifting customer expectations, Ford saw an opportunity for technology to play its part in their new customer focused approach. The challenge was to create a sales and service platform to work across six markets and hundreds of dealerships, each with their own set of customer engagement needs, that would integrate regionally but be locally relevant. How could we help Ford reclaim customer conversations whilst assisting STG sales consultants/ dealership staff in their backend process?
We examined the end-to-end customer purchasing experience, identified touch points for a seamless integration of technology and created an easy-to-use, visually engaging, flexible tool to support service representatives and dealership sales whilst enabling customer exploration.