Saudi Arabia's AJVA among first in the region to offer the new Ford system, aimed at improving dealership service department performance and increasing customer approval

Ford Service Operating System, Service Excellence 2.0, uses a six-step service process to deliver four tenets of a superior customer experience - Trust, Respect, Relationship, and Control

Dealership Management System (DMS) tools - including appointment scheduling and loading, electronic repair order, and efficient dispatch, are maximised to deliver improved time management

RIYADH, Saudi Arabia. May 25, 2017 

Al Jazirah Vehicles Agencies Co. (AJVA), the importer-dealer for the Ford and Lincoln brands in the Kingdom, continues to build on its efforts to deliver higher levels of customer satisfaction across its service centers with the addition of Service Excellence 2.0.

Service Excellence uses a simple and effective six-step process, from an initial appointment reservation, to arrival and customer interaction, dispatch of repair order, diagnosis repair, invoice and customer pick-up, and finally, a follow-up. This sequence, in turn, delivers the four tenets of a superior customer experience – trust, respect, relationship, and control – that make this Ford Service Operating System so efficient and effective.

Ford training of technicians to qualify for the Service Excellence system is delivered in three methods, including eLearning modules by position, in-dealership classroom training, and in-dealership on the job training.

“Al Jazirah Agencies Co. continues its commitment to providing unrivalled customer service with the commencement of the Ford Service Excellence 2.0 operating system,” said Thierry Sabbagh, managing director, Ford Middle East. “We commend AJVA’s drive to improve dealership service department performance and for continually delivering some of the highest levels of customer satisfaction in Saudi Arabia.”

Mohammed Al Kraidees, deputy managing director, at Al Jazirah Vehicles Agencies Co., added: “Our automotive technicians and service advisors are trained to the highest Ford standards, reflecting our commitment to delivering some of the best customer satisfaction levels here in Saudi Arabia. The addition of the Ford Service Excellence 2.0 operating system to our service centres will inevitably help us to optimise the customer experience and our own efficiency and quality at every step of the maintenance and repair processes.”

AJVA is among the first Ford partners in the region to install this new operating system, which is intended to improve dealership service department performance and increase customer satisfaction. The dealership also recently opened its largest dealership facility extending over more than 23,000sqm in Khurais road, Riyadh, reflecting its continued commitment to grow the Ford business in the Kingdom.

Ford Middle East reminds Ford and Lincoln customers to get immediate access to original Ford and MotorCraft® parts as well as warranty and Extended Service Plan (ESP) contracts, in addition to maintenance and body shop repair services by Ford trained and certified technicians at the dedicated Al Jazirah Vehicles Agencies Co. Ford and Lincoln service centres throughout the Kingdom.

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About Ford Motor Company
Ford Motor Company is a global automotive and mobility company based in Dearborn, Michigan. With about 202,000 employees and 62 plants worldwide, the company’s core business includes designing, manufacturing, marketing and servicing a full line of Ford cars, trucks and SUVs, as well as Lincoln luxury vehicles. To expand its business model, Ford is aggressively pursuing emerging opportunities with investments in electrification, autonomy and mobility. Ford provides financial services through Ford Motor Credit Company. For more information regarding Ford and its products and services, please visit www.corporate.ford.com.​

Ford’s history in the Middle East goes back more than 60 years. The company’s local importer-dealers operate more than 155 facilities in the region and directly employ more than 7,000 people, the majority of whom are Arab Nationals. For more information on Ford Middle East, please visit www.me.ford.com.

Ford Middle East is also a responsible corporate citizen with currently three CSR initiatives running in the region including the Ford Motor Company Conservation & Environmental Grants, Ford Warriors in Pink® breast cancer awareness campaign and Ford Driving Skills for Life safe driving awareness programme for young drivers and teens.

Contacts:
Sue Nigoghossian
MENA Communications
Ford Middle East & Africa
971-4-356-6368
snigogho@ford.com

Rasha Ghanem 
ASDA’A Burson-Marsteller
971-4-4507600
rasha.ghanem@bm.com

© Press Release 2017