Al Tayer Motors, the Ford and Lincoln importer-dealer in the UAE, has taken its customer service to another level by creating a luxury service centre on wheels to help keep its clients on the move in Dubai.
Based on a Ford Transit Custom van, the mobile service centre’s interior has been divided into two sections – one area as a luxury waiting room where clients can kick back and relax in air-conditioned comfort while Ford’s mobile technician works on their car, and the other section to store tools, spare batteries and other tradesman essentials required to diagnose issues and repair them.
The waiting room area is fitted with a leather corner sofa, a fridge stocked with water and soft drinks, a television equipped with PlayStation 4 game console, reading lights and a vanity mirror. The van is also equipped with WiFi so that customers can keep in touch with business clients and family while their car is being seen to.
Boulos Massoud, senior vice-president-Aftersales, Al Tayer Motors, said: “We took a lot of time and effort to make sure the interior of the vehicle was nicely done. We’re really proud of the results, and the customer feedback we’ve had since we commissioned the van is very encouraging.:
“The Transit Custom is the perfect size for navigating tight inner city streets and underground carparks. It means our technician is able to get to our customers, no matter where they’re parked, and provide them a quick and efficient service,” he added.
The van supplements the Ford Roadside Assistance fleet and is designed to help ease workload on the team by dealing with easily remedied repairs. Customers dial the toll-free number and, if the issue can be dealt with quickly, the van is sent to respond.
Since it was commissioned in July 2016, the mobile service van has since clocked up 75,000 kilometres attending 1,611 call-outs in Dubai alone. A bulk of the work is to replace exhausted batteries but Ford’s mobile technician is able to complete a quick diagnostic check on the vehicle and call for a recovery truck should the need arise.
“Customers have been pleasantly surprised by the Transit Custom. It certainly helps make them feel very comfortable and safe because they know that someone from Al Tayer Motors is tending to them rather than someone from a third party supplier. Everything is clean, our technicians are always well presented, and customer feedback has been very positive,” Massoud concluded.
Mahendra Menon, Commercial Vehicles Operations manager, Ford Middle East and Africa, said: “This is a perfect example of the Transit Custom’s versatility and performance. The Ford Transit has a long and proud history in Europe, and it’s quickly establishing an enviable reputation for itself in the Middle East as a safe, efficient and reliable business tool for our customers. We would love to see mobile service operations like this spread throughout our regional dealer network.”