Automakers Roll Out Connected Services Designed for Commercial Customers

With its launch of a Software-as-a-Service (SaaS) tool that helps tradespeople schedule, quote and invoice, Ford expanded upon two strategies that it has been accelerating this year — offering dedicated services to commercial customers and expanding its range of subscription-based connected services.

The new SaaS tool, VIIZR, is an integrated, cloud-based platform that facilitates back-office functions for plumbers, electricians, heating and ventilation technicians and other small business owners. It is built on Salesforce Field Service and was developed specifically for trade businesses by Ford.

The automaker is offering VIIZR on a complimentary basis ahead of the platform’s official launch in the first half of 2022. After that, it will offer subscriptions starting at $39 a month per user.

“We know the back office is a major pain point for tradespeople, who are often writing up paperwork from the cabin of their truck or van,” Ford Pro CEO Ted Cannis said in a press release. “VIIZR gives that time back, providing greater returns to these businesses and better service to their customers.”

Saving 25 Hours a Week on Back-Office Functions 

For these tradespeople, VIIZR digitizes quotes, work orders, invoicing and job management; makes it easy to communicate with customers and improve the overall experience; and streamlines scheduling, dispatch and coordination of field technicians. As a result, Ford estimates that for businesses with fewer than 20 employees, VIIZR could reduce back-office work by more than 40% or about 25 hours a week.

This is the latest addition to the products and services offered by Ford Pro, the company’s dedicated commercial vehicle and service business that was launched last spring. Ford Pro is separate within Ford and focuses on products and services for business and government customers.

“Ford Pro will redefine the market for commercial vehicles and services, where Ford is already the leader around the world,” Ford CEO Jim Farley said in a May 26 press release announcing the launch of the business. “We’re creating a one-stop shop to help those customers increase uptime and productivity while reducing complexity and the total cost of ownership.”

Ford Pro is implementing its new services in phases. Current and future offerings include vans and full-size pickup trucks designed for commercial use; hardware and software solutions for charging electric vehicles; digital services integrated into vehicles that help with fleet management; service centers and mobile service vehicles to maintain customers’ commercial vehicles, and bundled financing for vehicles, services and electric vehicle charging dubbed Ford Pro FinSimple.

Catering to a Market of 675,000 Businesses 

With these, Ford Pro expects to generate $45 billion in revenue by 2025, up from $27 billion in 2019. The company reports it already has relationships with nearly 125,000 commercial and government fleet customers in North America, plus more in Europe and elsewhere. It adds that there are 675,000 small and medium-sized businesses (SMBs) in service and maintenance and construction in the U.S.

Ford’s rival General Motors serves the commercial market too. For example, it partners with connected transportation provider Geotab in offering integrated telematics solutions for fleet customers. This combines data from GM’s OnStar with web-based fleet management software from Geotab.

“Fleets of all sizes are rapidly embracing innovative, data-driven solutions that can help owners and operators improve safety and reduce operating costs,” Dave Watson, fleet and commercial sales director, GM Canada, said in a press release.