Ford
Ford V-Chat
An AI-powered sales tool that connected every dealership touchpoint, turned anonymous shoppers into leads and wrote the follow-up for every conversation.
- 15Xreturn on investment
- 47%higher engagement
- 8.4%vs 5.4% close rate
The challenge
Dealership sales teams had leads scattered across chat, CRM and national campaigns, with no way to tell which shoppers were real or what to say next. Most website visitors stayed anonymous, so dealerships never knew those buyers existed. National messaging and local conversations didn't connect.
What we did
We built Ford V-Chat, a tool that connected every dealership touchpoint, analyzed every lead and automatically generated campaigns and follow-up for every type of interaction. Built-in AI tools personalized conversations inside dealers' CRM and chat systems while carrying national messaging, and the system logic chose the right message for each customer. Everything went straight into the CRM, giving the sales team and Ford Direct, Ford's $1BN in-house agency, insights they could use and leads they could act on immediately. Connecting each dealership's CRM to its chat records surfaced shoppers dealers didn't know existed, because the data had been anonymized.
The consequence
Participating dealerships saw 20% lower marketing spend, 47% higher engagement across all campaigns and a 15X return on investment. V-Chat leads closed at 8.4% versus 5.4% for other leads, email open rates rose 56.39%, and click-through rates climbed from 1.2% to 3.25% on average.
The work itself.
Scored on the
consequential triangle.
- Talkability
- Personal, instant answers turn a dealership chat into a conversation shoppers actually finish.
- Defensibility
- Ford's data, CRM integration and national messaging built into one system that can't be bought off the shelf.
- Indispensability
- Once every lead, chat and follow-up runs through V-Chat, the sales floor runs on it.
Your turn.
We take a small number of engagements at a time. Tell us what's at stake.