• by Tanya Gazdik , March 13, 2017

Ford is aiming to improve the customer experience at dealerships by offering an outdoor kiosk that allows easier scheduling of and payment for service. 

The automaker is calling it an “industry first.” While dealerships have long offered rudimentary key-drop contraptions, the kiosk allows for not only key drop-off, but payment and key return. Through the kiosk, available 24/7, customers can drop off and pick up their vehicle key or obtain keys to a loaner vehicle, select their needed service from a quick-pick menu, and pay for service using a credit or debit card. 

The current test is taking place at Lafontaine Ford in Birch Run, Mich., and is slated to span 90 days with the potential to expand as needed. The kiosk was developed by Ford and Panasonic System Communications Co. of North America, a division of Panasonic Corp. of North America.

Both Ford and Panasonic plan to assess the results of this initial test to determine next steps before committing to additional testing or implementation.

In a YouTube video demonstrating how the kiosk works, Ford equates the service kiosk to the way ATMs revolutionized the banking industry. 

Designed by Panasonic in collaboration with GoMoto, drop-off begins with customers entering their name and address using the kiosk touchscreen or by scanning their driver’s license QR code, then entering their e-mail and phone number. From there, they enter vehicle information, create a security PIN (for kiosk key-retrieval at pick-up), select services from a quick-pick menu (detailed comments also can be entered) and deposit their key. Customers receive an e-mail confirmation with a QR code that must be scanned for key retrieval if picking up using the kiosk.

At pick-up, the customer scans the supplied QR code, enters their PIN and pays any outstanding service bill to retrieve their key. 

The Smart Service Kiosk is one example of how Ford’s technology team is focused on innovative technology solutions that drive the business and contribute to a more integrated and compelling customer experience, said Marcy Klevorn, group vice president, Information Technology, and chief information officer.