KEEPING COMMERCIAL CUSTOMERS CONNECTEDCase Study
When it comes to commercial vehicles, Ford has a great lineup of Built Ford Tough trucks and vans, as well as a dealer network of more than 600 Ford Commercial Vehicle Centers (CVC) nationwide. To help this network continue to grow market share, we felt it was vital to strategically refresh a 20-year-old program focused on sales, service and financing by developing targeted tools that enable dealers to be successful.
OneMagnify devised a three-phase approach featuring:
1. Current State Assessment focused on historical performance and analysis of survey feedback from 1,540 stakeholders
2. Future State Recommendations developed through interactive client workshops
3. Approval and Implementation featuring an operational plan with performance metrics focused on continuous improvements
The new program focused on customer satisfaction, dealer education and incentives. An interactive dashboard tracks dealer and customer KPIs focused around dealer’s performance.
Since launch, the program has impacted Ford Commercial Vehicles business in two important ways:
increase in dealer sign-ups
sales increase for in-network dealers vs. non-network dealers