Ford Taps Vehlo to Digitize Service, Building Trust with Video

KNOXVILLE, TN – April 27, 2026 – Ford Motor Company is accelerating a major overhaul of its dealership service experience, selecting technology provider Vehlo as a Preferred Partner to equip its nationwide network with advanced digital tools. The partnership centers on Ford's strategic commitment to Video Multi-Point Inspections (MPI), a move designed to enhance transparency, boost efficiency, and fundamentally reshape the relationship between customers and the service bay.

Through its software platforms, Total Customer Connect and Dealerlogix, Vehlo will provide Ford's roughly 3,000 U.S. dealerships with the technology needed to meet the automaker's evolving service standards. This initiative replaces traditional paper checklists and verbal explanations with clear, shareable video evidence of a vehicle's condition, sent directly to the customer's smartphone. The goal is to demystify auto repair and empower car owners to make more informed decisions, tackling the long-standing trust deficit that has often plagued the industry.

The Push for Transparency: Inside Ford's Video MPI Initiative

For decades, the auto repair process has been a source of anxiety for many consumers, often characterized by confusing jargon and a leap of faith when approving costly repairs. Ford's push for Video MPIs is a direct response to this challenge and a reflection of broader consumer expectations for digital convenience and transparency. By allowing customers to see exactly what a technician sees—a worn brake pad, a leaky gasket, or a frayed belt—the automaker aims to build confidence and foster loyalty.

This shift is not merely about technology; it's about transforming customer communication. "This partnership allows us to directly support Ford dealers in meeting their Video MPI service requirements," said Josh Weis, CEO of Vehlo, in a recent announcement. He emphasized that the collaboration helps give vehicle owners "open and clear communication that keeps them coming back to their Ford service lane." This focus on retention is critical, as dealership service departments are a major source of consistent revenue and a key touchpoint for brand loyalty.

The solutions provided by Vehlo go beyond simple video sharing. They create a seamless digital workflow that includes automated text messages for status updates, easy electronic approvals for recommended work, and mobile, contactless payment options. This comprehensive approach modernizes the entire service journey, from check-in to checkout, aligning the dealership experience with the on-demand, digital interactions customers are accustomed to in other sectors like retail and banking. Industry studies support this strategy, with some data suggesting that more than nine out of ten customers prefer service updates that include photos or videos.

Vehlo's Strategic Win in a Crowded Tech Market

For Vehlo, securing 'Preferred Partner' status with an automotive giant like Ford represents a significant strategic victory. The dealership fixed operations software market is a highly competitive space, with established players like Cox Automotive's Xtime, CDK Global, and Dealer-FX all vying for market share. This official endorsement from Ford provides Vehlo with a powerful competitive advantage, signaling to dealerships that its solutions are not only effective but also fully aligned with the manufacturer's vision and technical requirements.

Vehlo is no newcomer to the automotive tech world. The company already supports over 30,000 automotive businesses and processes more than $12 billion in annual payments across 60 million repair orders. This extensive footprint demonstrates a proven track record in both independent repair shops and dealership service lanes. The Ford partnership, however, elevates its profile significantly, providing a direct channel into one of the largest dealership networks in the country.

Vehlo's offerings, Total Customer Connect and Dealerlogix, provide a suite of tools designed to optimize the service drive. Key features include:

• Digital MPIs with Integrated Video: The core of the Ford initiative, allowing technicians to document and share findings visually.
• Mobile and Contactless Payments: Modernizing the checkout process for customer convenience and safety.
• Automated Communication: Keeping customers informed via text message about their vehicle's status and enabling simple e-approvals.
• Analytics and Reporting: Providing dealership management with insights into service department performance and operational efficiency.
• Performance Success Coaching: A key differentiator that involves hands-on support to ensure dealerships are maximizing the value of the software.

This holistic approach, combined with the OEM endorsement, positions Vehlo to capture a substantial portion of the Ford dealership market and solidifies its role as a key player in the industry's digital transformation.

Quantifying the Impact on the Service Lane

The implementation of Video MPIs and associated digital tools is expected to have a tangible financial and operational impact on Ford's service departments. Industry-wide data on the effectiveness of these technologies points toward significant improvements in key performance indicators. Dealerships that adopt video inspections consistently report a substantial increase in their average repair order (ARO) value, with some studies showing lifts ranging from 15% to 30%. By providing visual proof, service advisors find it easier to gain approval for legitimate, necessary repairs that might otherwise be declined by skeptical customers, potentially adding $70 to $100 or more per vehicle serviced.

Beyond immediate revenue gains, the technology drives operational efficiency. Technicians can complete inspections and document their findings more quickly, while service advisors spend less time on the phone trying to explain complex mechanical issues. This streamlined process allows for greater throughput in the service bays, enabling the dealership to service more cars per day.

The most valuable long-term benefit, however, may be the improvement in customer satisfaction and retention. Higher trust levels and a more convenient service experience lead to better Customer Satisfaction Index (CSI) scores—a critical metric for both dealerships and automakers. Happy customers are far more likely to return for future service and, ultimately, to purchase their next vehicle from the same brand, creating a virtuous cycle of loyalty and profitability.

A Glimpse into the Future of Automotive Service

The Ford-Vehlo partnership is not an isolated event but a prominent example of a sweeping trend across the entire automotive aftersales industry. Video inspection is rapidly moving from a novel feature to a standard expectation. Major automakers, including Toyota, BMW, and others, have launched similar initiatives, recognizing that digital transparency is essential to competing in the modern market. The days of the opaque service experience are numbered, replaced by a model built on communication and customer empowerment.

This evolution is part of a broader digitalization of the service lane that includes online scheduling, digital check-in, and remote diagnostics. The technology being implemented today serves as a foundation for the next wave of innovation, which will likely involve deeper integration with connected-car telematics. In the near future, vehicles will be able to predict their own maintenance needs and communicate directly with the dealership to schedule an appointment, further automating and simplifying the ownership experience.

As these technologies mature, the role of the dealership service department will continue to evolve from a reactive repair center to a proactive partner in vehicle health management. By embracing digital tools that build trust and improve convenience, automakers like Ford and their technology partners like Vehlo are not just fixing cars—they are securing their relationship with the next generation of vehicle owners.