Recognizing that after-sales service is crucial to brand loyalty, Ford Philippines is making significant strides in enhancing its customer support by streamlining its parts distribution and offering innovative service programs. The company understands that readily available parts and efficient service are key to a positive ownership experience, especially with rising vehicle sales.
Ford has partnered with DB Schenker Philippines to establish a state-of-the-art parts distribution center in Calamba, Laguna. This strategic alliance aims to optimize logistics and ensure efficient delivery of parts nationwide. The 13,250-square-meter warehouse, strategically located along Maharlika Highway with convenient access to major expressways and ports, is twice the size of its previous facilities. This increased capacity allows Ford to house a comprehensive inventory of parts for its entire vehicle range, including newer models like the F-150, Transit, Territory, and Ranger FX4 MAX.
The warehouse is designed for efficiency, featuring four inbound and four outbound docks to facilitate faster receiving and dispatching of parts. A dedicated team of 30 warehouse employees works extended hours to ensure prompt fulfillment of orders from dealerships across the country. This commitment to efficiency translates to faster turnaround times for customers needing repairs or maintenance.
To further enhance its distribution network, Ford has partnered with both DB Schenker and 2Go for nationwide delivery of parts. This collaboration enables same-day delivery in Metro Manila and nearby areas, while orders in Luzon, Visayas, and Mindanao are completed the next day. This streamlined delivery system ensures that customers across the Philippines have timely access to the parts they need.
In addition to improving parts availability, Ford is also enhancing its service offerings with the launch of the Territory Assure+ Program. This program provides Territory owners with reliable mobile service within 90 minutes of a call for support. The service includes vehicle pick-up from the customer’s preferred location, provision of loaner units for continued mobility, and delivery of the repaired vehicle to the customer’s doorstep.
Ford is also piloting mobile service vehicles equipped to handle various repairs and maintenance tasks on-site, bringing the service directly to customers for added convenience.
Ford is committed to improving communication with its customers. New channels have been established to facilitate direct interaction and feedback, allowing the company to address concerns promptly and effectively.
These initiatives demonstrate Ford’s dedication to transforming its after-sales service. By focusing on parts availability, efficient logistics, and innovative service programs, Ford is striving to provide a seamless and satisfying ownership experience for its customers in the Philippines. This customer-centric approach not only addresses past concerns but also reinforces Ford’s commitment to building long-term relationships with its clientele.
