Ford store turns to texts to speed communication with service clients

Gorno Ford boss Ed Jolliffe admits communication in service ‘has always been an issue.’ So Jolliffe’s nephew and his childhood pal built software that allows service staffers to conduct business with customers via text messaging. More than 70 percent of clients at the Mich. store use the speedy program, which has cut service downtime, eased billing disputes and spawned a new company serving 100 dealerships nationwide.

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