Case Study: Ford boosts EV test drive satisfaction and sales conversions with Pegasystems

How Ford redefined the electric vehicle test drive experience across Europe, boosting customer satisfaction and sales conversions

Ford needed a more consistent, scalable way to manage EV test drive bookings across Europe as it introduced the Ford Explorer EV. Its existing process relied on website requests and dealer callbacks, creating a fragmented experience that didn’t meet customer expectations or support GDPR compliance. Ford partnered with Pegasystems and Wipro, using the Pega Platform to unify the journey.

Pegasystems helped Ford implement a simple, omni-channel booking solution with dealer integrations, reusable architecture, and automated privacy controls. The new platform rolled out in less than six months across 2,000 dealers in 19 countries, delivering a 30% increase in customer satisfaction and a 25% boost in conversion rate from test drives to sales.

Ford