Revolutionizing Fleet Maintenance: Ford Pro's Mobile Service Expansion

The demand for mobile maintenance is on the rise, with providers like Cox Automotive and Torque by Ryder leading the charge. Third-party service providers are expanding their operations, prompting original equipment manufacturers (OEMs) to follow suit. Ford Pro, Ford’s commercial vehicle division, is at the forefront of this transformation. Travis Hunt, GM of parts and services transformation at Ford Pro, emphasizes customer-centric strategies. By offering mobile service, Ford Pro aims to address fleet managers' challenges and streamline vehicle management processes.
Ford Pro is enhancing its service capabilities through both physical expansion and advanced technology integration. The company operates over 750 service centers, including elite facilities with extended hours and specialized technicians. Additionally, Ford Pro employs a mobile service fleet with more than 800 technicians. Leveraging connected vehicle data from MY 2020 and newer models, Ford Live monitors vehicles in real-time, optimizing repair times and providing expert advice remotely. This system improves customer uptime without requiring direct involvement from fleet managers.
Redefining Customer Experience Through Mobility
Ford Pro’s decision to expand its mobile maintenance fleet aligns with customer demands and operational efficiencies. Customers increasingly seek convenient solutions that minimize downtime. By integrating mobile services, Ford Pro addresses limitations inherent in traditional brick-and-mortar facilities, such as capacity and operating hours. A mobile fleet allows technicians to reach customers directly, reducing the need for vehicles to be transported to service centers.
Hunt highlights that adopting a mobile service model complements rather than replaces physical locations. While traditional service centers remain vital for comprehensive repairs and diagnostics, mobile fleets enhance flexibility and accessibility. For instance, employing third-shift mobile technicians proves more cost-effective than extending service center hours. Furthermore, mobile services cater to customers who may not have time to visit a dealership during regular business hours. This hybrid approach ensures Ford Pro can meet diverse customer needs while maintaining high-quality service standards.
Technological Advancements Driving Efficiency
In addition to expanding its physical presence, Ford Pro leverages cutting-edge technology to elevate service offerings. Connected vehicle data plays a pivotal role in improving customer uptime. With all Ford vehicles from MY 2020 onward equipped with connectivity features, Ford Pro utilizes these capabilities to monitor vehicle performance continuously. Systems like Ford Live integrate vehicle data with service insights, enabling proactive maintenance and faster resolutions.
This technological integration transforms how fleet managers interact with service providers. Real-time monitoring allows Ford Pro specialists to intervene remotely when necessary, ensuring repairs are executed efficiently. Technicians benefit from detailed information about each vehicle's condition, which reduces diagnostic times and enhances accuracy. Moreover, this process occurs seamlessly in the background, minimizing disruptions for customers. By combining extensive physical networks with innovative digital tools, Ford Pro establishes itself as a leader in creating holistic ecosystems tailored specifically for commercial customers.