Reinvigorating the dealership experience

We collaborated with Ford to develop a new digital sales tool that put customers back at the heart of the dealership experience.

In the face of shifting customer expectations, Ford identified an opportunity to create a new retail experience, leveraging technology to empower sales and service staff and re-focus on the consumer.

Working on a global scale

The new digital platform formed part of the brand’s Ford Guest Experience programme.

The challenge?

It would need to work across six markets and hundreds of dealerships, each with its own customer engagement needs, both regionally integrated and locally relevant. Our goal was to help Ford reclaim customer conversations while making it easier for sales consultants on a day-to-day basis.

Creating a distinctly Ford experience

Following a close investigation of the customer experience, we identified key touchpoints where technology could be introduced.

The solution was an easy-to-use sales tool that was visually engaging and flexible, supporting dealership staff and enabling customer exploration. The tool provided the consultant with everything they needed for product presentation – from product demos, pricing and financing options and even product comparisons.

For the audience

Having a hard-working, succinct sales tool that did the heavy lifting for sales staff, meant that they were able to provide a better service to their customers.

For the brand

We created an incredibly useful tool that positively impacted the day-to-day dealership experience. One that had been adopted by 80% of Ford dealerships across four different regions.