Unpacking the Automotive Industry’s Remote Future

Human beings can do a lot of things really well, and yet there is nothing we do better than growing on a consistent basis. This progressive tendency, on our part, has already enabled us to hit upon some huge milestones, with technology emerging as a rather unique member of the stated group. The reason why technology’s credentials are so anomalous is, by and large, based on its skill-set, which was unprecedented enough to realize all the possibilities for us that we couldn’t have imagined otherwise. Nevertheless, a closer look should reveal how the whole runner was also very much inspired from the way we applied those skills across a real-world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence and made it the ultimate centrepiece of every horizon. Having such an ingenious piece run the show unsurprisingly scaled up the human experience from all conceivable directions, but even after reaching so far ahead, this prodigious concept called technology will somehow keep on delivering the goods. The same has turned increasingly evident over the recent past, and assuming Ford’s latest move pans out like envisioned, it will only make that trend bigger and better moving forward.

Ford has officially expanded its remote offerings to help customers in accessing a various critical services right from the comfort of their home. These services can include anything from your standard oil changes to those extensive recall repairs. But how will the company execute the whole operation from a more actionable standpoint? Well, the idea is to give customers a chance of raising their concern through Ford’s dedicated application, FordPass. Once you have raised the concern, a representative from the local dealership store will be sent to your address. Now, here it gets more interesting. Although the automotive giant has announced a complementary Pickup & Delivery option, the representative, rather than taking your vehicle to the dealership store right away, will first conduct a brief assessment of it to gauge the problem’s extent. If the issue happens to be miniscule, then there is a chance that your vehicle will be fixed on-site itself, thus saving a lot of time for everyone involved.

“Customers who’ve experienced Pickup & Delivery and Mobile Service love the convenience and flexibility,” said Todd Rabourn, North America Regional CX Director at Ford. “This program increases the access customers have to remote service options, so whether you’re due for an oil change or need to resolve a recall, it’s easier to have your vehicle serviced with less disruption to your life, and the activities and people you care about.”

Ford’s decision to expand its remote offerings follows up on a JD Power customer service index study, which claimed that customers with remote experiences for vehicle repair are more likely to recommend their car brand to others. However, that’s not the only driving force here. You see, with Tesla regularly enhancing the scope of remote automotive services, it’s important for companies like Ford to follow suit or else they run a massive risk of getting left behind.

Despite the keenness to topple Tesla, though, Ford has decided to do a few things differently here. For instance, Tesla likes to control the purchasing and service experiences for its cars entirely in-house, but in Ford’s case, there isn’t likely to be a central point of control. Instead, the company will let individual dealerships decide whether they want to extend remote services in their location or not, and in case they do, these local stores will also have the power to decide what services they want to put forward.

“We’ve been working with multiple teams at Ford to offer our customers more ways to personalize vehicle service,” said Tim Hovik, Chairperson of National Dealer Council. “By expanding the remote experiences offerings, we can accelerate our ability to be there for customers whenever and wherever they need us.”

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