Case Study: Ford Motor Company boosts service revenue and CSI with TEXT2DRIVE

Ford - Customer Case Study

Ford Motor Company partnered with TEXT2DRIVE to improve dealership communications, reduce service no-shows, and strengthen customer engagement across its 103 Ford dealerships. The challenge was to drive more service revenue and improve CSI scores while making it easier to stay in touch with customers without adding extra workload for staff.

Using TEXT2DRIVE’s text messaging and communications platform, Ford dealerships automated appointment reminders, declined service reminders, recall alerts, CSI survey requests, service status updates, and mobile checkout. The results included a 6.3% increase in repair order success, $108,598.29 in pay per dealer from appointment reminders over three months, $7,509.38 in RO pay from declined service reminders, a 35% average CSI score increase, and a 141% rise in survey completions; TEXT2DRIVE also helped boost recall revenue, reduce parts obsolescence by 54%, and drive 92% of customers to choose mobile payment.

Ford Motor Company