Ford puts customer experience first. So, when it was time to reinvent service scheduling, they chose Stefanini, a technology partner just as obsessed with outcomes, to build a modern, AI‑first platform.
The result? Online bookings jumped from 9% to 40–50% across multiple countries, and 80%+ of customers now rate the process five stars.

Reinventing service scheduling

For years, service scheduling was analog and inconvenient. Customers needed to call dealers directly, leading to frustration, long waits, scheduling conflicts, inconsistent records, and lost revenue.
Customers were already enjoying seamless digital experiences in other industries. Why not in automotive after‑sales?

Our approach

The close partnership between Ford and Stefanini was critical. Rather than a client/vendor handoff, the two organizations operated as one team, “working with four hands.”
Instead of adding features to an old workflow, the team reframed the service scheduling system as a modern digital product with clear ownership, roadmaps and metrics.
Product mindset, not a patch: We treated service scheduling as a digital product with clear ownership, a roadmap, and success metrics.
Co‑creation with dealers and drivers: Discovery workshops, interviews, and journey mapping ensured solutions matched real‑world operations.
AI‑first delivery: Using SAI APP (Stefanini’s proprietary AI application modernization tool), the team automated requirements, code generation, and test creation, accelerating delivery while improving quality.
Scale with squads: 11 cross‑functional squads coordinated design, engineering, and continuous delivery, supported by disciplined testing and shared KPIs.

PULL QUOTE

“With this AI‑first focus, the platform has been a great success. We went from an average of 9% online bookings to more than 40% across all countries; some are already reaching 50% online bookings. Over 80% of customers give the process five stars.”
-Djalma Brighenti, Head of IT – Ford South America

The results

The outcome is a simpler, smarter journey for customers and a clearer, more efficient workflow for dealers. Booking service moves from manual effort to a fluid digital flow, capacity is managed intelligently, and quality improvements ripple downstream, amplifying the value of the solution beyond the initial problem.
• 4–5x growth in online bookings (9% → 40–50%), improving capacity management and dealer efficiency.
• 80%+ five‑star customer ratings.
• 42% increase in online engagement, 124% more features released, 38% productivity lift, and 91% test automation, fewer defects, faster releases.

What we learned

Beyond the product, the biggest win was cultural. Treating the scheduler as a digital product and running an AI‑first, discovery‑driven program, transformed how teams collaborate and make decisions.
• Discovery identified opportunities, creates a common language, and reduces rework.
• AI adds more than speed; it standardizes quality and strengthens governance.
• Treating “small” moments like service scheduling as products can unlock outsized brand impact.
“Small” moments make up brand experience
When you merge deep customer understanding with disciplined product practice and a true partnership model, even a “small” task like service scheduling can become a signature brand experience. By treating scheduling as a product, co‑creating with dealers and drivers, and accelerating delivery with SAI APP, Ford and Stefanini built a repeatable engine for customer‑centric innovation.
Ready to turn a high‑friction moment into a five‑star journey?
Book a 30‑minute discovery session or request a SAI APP demo to map your path from legacy to AI‑first delivery.