Marchex and FordDirect Expand Partnership to Deliver AI-Driven Sales and Service Solutions to Nearly 3,000 Ford and Lincoln Dealers

Marchex Expands Partnership with FordDirect to Boost Sales and Service with AI

Marchex is extending its collaboration with FordDirect to bring AI-powered conversation analysis to nearly 3,000 Ford Dealers and Lincoln Retailers across the U.S. Building on the success of Marchex Spotlight, the new offering—Marchex Engage for Sales and Service—aims to help sales and service teams capture more opportunities and improve customer experiences.

Marchex Engage uses AI to analyze customer calls, automatically sorting them by intent and sending real-time alerts when sales or service opportunities are missed. This lets dealership teams act quickly to reconnect with prospects, increase repair order appointments, and grow revenue.

Key Benefits for Sales Teams

• Lead Outcome Analysis: Track if conversations lead to an appointment, sale, or follow-up, and monitor conversion rates throughout the sales funnel.
• High-Value Opportunity Alerts: Receive instant notifications on missed chances, allowing sales teams to re-engage and recover potential revenue.
• Customer Topics: Identify emerging customer needs and concerns to stay ahead of trends and tailor your approach.
• Customer Satisfaction Scoring: Get immediate feedback on customer sentiment to address issues quickly and improve service quality.
• Boost Revenue: Lower failed call rates by capturing more opportunities and managing leads effectively from the first contact to final sale or service.

With actionable insights from customer conversations, dealerships can optimize staffing during busy times, spot team performance issues early, and coach employees to increase revenue and improve customer satisfaction.

What This Means for Ford Dealerships

"Expanding our partnership with FordDirect allows us to equip dealerships with tools that directly support revenue growth and operational efficiency," said Troy Hartless, Chief Revenue Officer at Marchex. "With Marchex Engage, dealerships will better understand customer needs, increase vehicle sales, boost service appointments, and enhance overall customer lifetime value."

Dean Stoneley, CEO of FordDirect, added, "Our dealers gain valuable insights into customer interactions thanks to this AI-powered solution. It helps improve performance, spot trends, and ultimately raise both customer and dealer satisfaction."

About FordDirect

FordDirect is headquartered in Dearborn, Michigan, and provides digital marketing and advertising solutions exclusively for Ford Dealers and Lincoln Retailers. It is a joint venture between Ford Motor Company and its franchised dealers focused on helping dealerships sell more vehicles.

About Marchex

Marchex delivers AI-driven conversational intelligence to provide clear, data-driven insights that improve operations and accelerate revenue. Its solutions help sales, marketing, service, and executive teams optimize customer interactions across multiple communication channels. Marchex works with leading companies in several B2B2C markets to enhance decision-making and strategic execution.