Revving Up Mobile Service: How Bozard Ford Is Transforming the Customer Experience

Earlier this year, I had the privilege of diving into a conversation with Ed Roberts, COO of Bozard Ford, and what struck me was how mobile service isn’t merely a trend — it’s a strategic revolution that’s redefining customer convenience and dealership profitability. By rethinking how and where service is delivered, dealerships can win loyal customers and boost their bottom line in new and additive ways.

Breaking Down the Mobile Service Model

At Bozard Ford, mobile service isn’t just an experiment, it’s a full-scale operation that’s changing their business. With 41 active vans, Ed Roberts is laser-focused on making each van profitable rather than simply chasing higher numbers. Mobile service is about bringing the dealership’s expertise directly to the customer. Instead of their customers coming to the service center, Bozard Ford’s vans deliver routine maintenance and minor repairs right where they are — whether at home, work, or anywhere in between.

So, what’s the secret? For Ed, it starts with knowing the break-even point in billable hours, not just service orders, and then tailoring every process around that metric. It’s about efficiency: operating with one technician per van minimizes downtime and maximizes the quality of service. Bozard Ford’s business model provides a practical solution that addresses common pain points in traditional service models, such as wait times and technician availability.

Efficiency, Innovation, and Customer Loyalty

Ed is adamant that mobile service isn’t a replacement for traditional dealership service; rather, it’s a value-add. He pointed out that while mobile repairs might not have the parts revenue of an in-shop visit, the overall efficiency and convenience mean happier customers. In fact, Bozard Ford has seen customer retention soar — up to 80 percent — thanks to the streamlined mobile service model. When customers know their vehicle will be serviced quickly and efficiently, they’re more likely to return when it’s time for routine maintenance or even a new car purchase.

Overcoming Challenges and Looking to the Future

No innovation comes without its hurdles, and Ed didn’t shy away from discussing the early challenges he faced. I found his candid reflections particularly valuable. He stressed the importance of a solid business plan, whether that’s tweaking technician assignments or refining route logistics. For any dealer on the fence, Ed’s message was clear: jump in, embrace the early setbacks, learn quickly, and adjust the strategy as you grow.

A Call to Action for Dealers

If you’re a dealer looking to revamp your service department, the insights from Ed offer a compelling case for mobile service. This model is a strategic approach that can transform customer engagement and drive long-term profitability. So, ask yourself: What can you do to give your customers back their time and secure their loyalty?

Want to hear their full conversation? Check out the podcast episode to dive deeper into how mobile service is changing the game for dealerships.

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