Reclaiming customer conversations
Using technology, Ford wanted to explore new ways of empowering frontline sales and service teams by placing consumers at the center of the funnel. The new digital platform was to be implemented across hundreds of dealerships in six markets. Our challenge? Developing a tool that would readily integrate at regional level but remain relevant at a local scale. Imagination wanted to create an environment for Ford to reclaim customer conversation and enable front line teams on an ongoing day-to-day basis.
We investigated the overall customer journey closely and developed an easy-to-use sales tool tailored to resolving key pain points. The end product equipped key dealership teams with every possible tool they might need to facilitate an engaging prospect meeting – from product demos, product comparisons, through to pricing and financing options. Our improved dealership experience invigorated customer exploration in a visually engaging and flexible way.
//"Imagination's capability and creativity in the areas of digital innovation and problem solving provided the difference we needed to create a sales and service experience that is distinctly Ford that all our guests can trust." David Jeffrey | Consumer Experience Director - Ford AP Operations