The Car and Truck Fleet and Leasing Management Magazine

Ford Launches Expanded Call Center Service with OEConnection's RepairLink

May 18, 2007

RICHFIELD, OHIO — OEConnection LLC announces that Ford Customer Service Division's (FCSD) Powertrain Team has launched an expanded Ford Powertrain Sales Call Center using OEConnection's Internet-based parts ordering and fulfillment system -- RepairLink. The Call Center, located in Dearborn, Michigan, offers independent installers nationwide the ability to order Ford and Motorcraft new and remanufactured gas and diesel engines and transmissions.

OEConnection is the leading provider of web-based technology solutions for automakers, their affiliated dealers, and others in the automotive parts business.

OEConnection's newly released RepairLink technology provides auto fleets and repair shops the ability to order parts online from their preferred auto dealerships are most often delivered the same or next day. RepairLink gives Ford powertrain call center employees the ability to search OEConnection's nightly-collected dealer and powertrain distributor database of parts to find the needed engine or transmission at one of the participating Ford Powertrain dealerships or facing distributor. OEConnection is also providing detailed reporting through its LinkIQ business intelligence service, helping Ford continuously monitor dealer aggregate stocking levels and manage sales performance.

"This key strategic initiative for Ford and our powertrain-stocking Ford and Lincoln Mercury dealerships is designed to drive more powertrain assembly sales back to the dealers that they might not currently be getting from the installer market," said Jeff Lombardi, FCSD Powertrain and Collision Product Marketing Manager. "The Powertrain Call Center Team is providing our customers with no-hassle core policies and vehicle-specific product, technical and warranty information at a very competitive price.

Mark Tomasetti, OEConnection VP Emerging Products said, "When Ford approached OEConnection with their vision of establishing a national call center to increase service levels to powertrain customers, we immediately recognized how easily we could furnish them with an ecommerce solution using our RepairLink and LinkIQ products. OEConnection leveraged a broad palette of tools that allowed us to implement the call center's order processing in just a six-week period of time."

RepairLink online parts ordering and fulfillment is designed for use by fleets, repair shops and auto and truck dealerships. It speeds order processing by reducing non-productive phone time, provides for stock and repair ordering, and helps get fleets and repair shops the right mechanical parts the first time with the goal of increasing vehicle uptime.

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