Ford Tests “Smart” Kiosk for Dealer Service

Ford Motor Co. is testing an interactive kiosk that allows customers to manage and pay for service appointments—including dropping off and picking up their vehicles or a loaner model—after business hours or to avoid waiting in lines.

The 90-day pilot program is being conducted at the Lafontaine Ford dealership in Birch Run, Mich. Ford developed the so-called Smart Service Kiosk, which it describes as an industry first, in partnership with Panasonic Corp. and GoMoto, a Philadelphia-based startup that specializes in dealer services and lead generations.

Users enter their name and address via the kiosk touchscreen or by scanning their driver’s license QR code. They then create a security PIN and enter their email address, phone number and vehicle information.

The quick-pick menu of services allows customers to schedule oil changes, alignments, recall repairs and work related to a vehicle’s air conditioner, battery, brakes, cooling system, engine, suspension, tires, transmission and windshield.

Customers receive an email confirmation with a code that must be scanned at the kiosk. At pick-up, customers can use the kiosk to pay by a credit or debit card and retrieve their key.

The trial program is expected to be expanded to additional U.S. dealerships later this year. Ford notes the kiosks also could be used in international markets.