Ford Dealers Now Using SHOWCASE App and Apple iPad to Improve Customer Purchase Experience
- New SHOWCASE app offers Ford sales consultants "anytime, anywhere" access to their inventory and product information
- App provides rich video content on features and technologies linked to vehicle inventory
- SHOWCASE app allows dealerships to save and share customer vehicle preferences
- The app integrates the online experience with the off-line purchase experience
DEARBORN, Mich., Aug. 13, 2012 – For most people, buying a new car, truck or SUV is the second-biggest purchase they make after their home, so ensuring the process is as easy and stress-free as possible is critical to customer satisfaction. The new SHOWCASE app being used by Ford sales associates with the Apple iPad® is helping dealers find just the right car for their customers faster than ever.
To view the new SHOWCASE app in action, visit the link below:
"Waiting for the sales consultant to check the inventory or wandering the aisles of a car lot in search of just the right combination of colors and options can be a tedious and time-consuming process," says Michelle Moody, Cross Vehicle Marketing manager for Ford. "If the weather is bad or the sun has gone down early in the winter months, venturing outside is even less appealing.
"In early 2011 we decided to take advantage of the portable technology that became available with the launch of the iPad to facilitate an improved purchase experience for our customers," Moody says.
In recent years customers have become accustomed to using various shopping tools to configure and compare vehicles on the Ford.com website. The new SHOWCASE app links this experience to the showroom, giving sales associates new technology to determine what features a customer wants and to immediately check inventory to see which vehicles in stock most closely match those needs.
"We had tried using kiosks in the showroom to enable customers to check out our vehicles and features, but many customers were not as comfortable using these on their own," Moody says.
Using the new SHOWCASE app running on an iPad, the salesperson can sit with the customer to pick out the model that person wants, then filter the selection based on trim level, colors, equipment and price. The app then displays all the vehicles in stock that match the customer's criteria including a list of all the equipment installed on each vehicle.
"I have to say it has never been easier finding the right vehicle," said Maxx Springman, a customer who recently bought a new Escape from All-American Ford in Old Bridge, N.J. "I can't believe we were able to build the exact Escape I was looking for right there at the salesman's desk.
"Then we actually found the right one on the lot without having to spend an hour walking around outside looking at different window stickers like I've done in the past. Thank goodness, too, because it was, like, 110 degrees out and ready to pour!"
The SHOWCASE app provides instant access to more information including videos about the available features, such technology as SYNC® and MyFord® Touch, as well as driver assist features like adaptive cruise control and active park assist. Using the app, the salesperson can quickly demonstrate features like collision warning with brake support, Blind Spot Information System (BLIS) or Lane-Keeping System, which may not be easy to show off during a test drive.
If the customer needs time to consider or discuss the purchase with his or her significant other, the sales associate can email the information on the specific vehicles in stock directly to the customer.
"Customers don't like to wait while the salesperson walks away to check inventory," says Rich Savino, owner of All-American Ford, a participant in the pilot program. "The SHOWCASE app helps to create a more intimate experience; it lets customers see what is available instantly and make adjustments if they don't find what they are looking for."
The SHOWCASE app was developed by Ford and user interface design specialists Razorfish over a period of several months in 2011. A pilot group of 14 Ford dealers participated in defining the app and then testing it beginning in November 2011. Open registration for all Ford dealers began on Aug. 1, 2012 and nearly 200 dealers have already signed up to use the new app.
Recently, the Build and Price section of Ford.com was enhanced to give customers the ability to save their builds. Ford is also working on a number of future enhancements for the Showcase app including the ability for the sales associate to retrieve custom builds previously saved by the customer and then automatically search inventory to find vehicles that match the customer's needs.
The SHOWCASE app is just the latest step in Ford's efforts to improve the customer experience before, during and after the purchase of a new vehicle.