Ford Pro – The Blue Oval’s dedicated commercial vehicle business – has expanded quickly in Europe, where vans are a particularly important part of the economy, and the Ford Transit lineup was the top-seller last year. In recent months, Ford Pro has launched its mobile service and FORDLiive Connected Uptime System and centers in that region, and now, the commercial entity has opened a new customer service center in Germany, too.
The new FORDLiive center is located at the automaker’s Cologne Assembly plant, which is in the process of retooling for the production of EVs as the Cologne Electrification Center. The new FORDLiive center employs 30 people, providing customer service to Ford Transit Centers in Germany, Austria, Switzerland, and the Benelux countries from 8am to 6pm, seven days per week, with a goal of reducing service and maintenance-related workshop visits to a minimum.
The new FORDLiive center in Germany is the fifth such facility, joining existing units in UK, Spain, Hungary and Sweden. According to Ford, the centers have helped customers avoid 301,000 hours of service and maintenance-related downtime, which has an equivalent value of 138,000 euros ($148,155 USD). Each center provides service to around 10 dealers with an average of 15-30 cases each, relying on a variety of data to provide prompt help when called upon.
“Based on our promise to help customers increase the productivity of their business, our specialists at the FORDLiive Center network share Ford expertise and customer vehicle data with our Ford partners – so the necessary parts or repair instructions, as well as technical support, can be proactively offered to the Ford dealer to get customer vehicles back on the road as quickly as possible. This takes our service quality to a new level,” said Jörg Pilger, Director Ford Customer Service for Germany, Austria and Switzerland.
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Let’s hope the same team that engineered SYNC2/3/4 didn’t work on the Ford Pro software.