Services

Background

Due to the launch of latest Ford Next-Gen Ranger & Everest products, RMA Indonesia has collaborated with partnered parties to reactivate Emergency Roadside Assistance (ERA) services.

Purpose

ERA service program is purposed to provide “Peace of Mind”, safety and convenience for Ford’s users when driving on road wherever and whenever they are. ERA is also expected to rebuild customer’s awareness and trust regarding Ford’s existence and after-sales services in Indonesia. In addition, the program is expected to support the sales of new vehicles.

Program Explanation

ERA service is a special emergency service to assist Ford’s vehicles that experience problem or emergency situations on the road. RMA Indonesia collaborates with PT. Armada Lintas Khatulistiwa (Atlas Indonesia) as a provider of Emergency Roadside Assistance service with availability and working operation for 24 hours / 7 days, which cover almost all regions in Indonesia as follow: Sumatra, Java, Kalimantan, Bali, Sulawesi, Maluku, dan Papua. ERA services involve:

• Tow Services (Tow service assistance, both hydraulic and non-hydraulic cranes).
• Battery jump-start (Car battery jumper assistance).
• Flat tire assistance (Leaky/Flat tire replacement assistance).
• Fuel delivery services (Fuel delivery assistance on the spot).

 

Program Implementation Period

RMA Indonesia provides free ERA services to Ford’s customers on particular models of vehicle, such as Ford Next-Gen Ranger & Everest, with unlimited use for 3 years from the date of vehicle delivery.  

Program Implementation Mechanism

• Emergency Road Assistance (ERA) service is a national program that must be supported by all Ford Dealers under the Ford RMA Indonesia network.
• ERA Service Program is free of charge for Ford Next-Gen Ranger & Everest vehicle models for the latest 3 years starting from the date of vehicle delivery to the customer. Meanwhile for other Ford models, ERA service membership is being prepared to provide best price, according to the membership period which can be chosen by customers.
• ERA services are fully supported by PT. Armada Lintas Khatulistiwa (Atlas Indonesia) as a provider of Emergency Roadside Assistance services, with availability and working operation for 24 hours / 7days, covering almost all regions in Indonesia, as follow: Sumatra, Java, Kalimantan, Bali, Sulawesi, Maluku and Papua. The list of cities and districts that is being covered by the service will follow the coverage of service network of Atlas Indonesia, as follows:

  Aceh	BandungHydraulic	Balikpapan
  Medan	Cirebon	Palangkaraya
  Padang	Tasikmalaya	SamarindaHydraulic
  PekanbaruHydraulic	Sumedang	SangataHydraulic
  Batam	Tegal	Banjarmasin
  B.Belitung	SemarangHydraulic	Pontianak
  Palembang	Pekalongan	Makasar
  Bengkulu	YogyakartaHydraulic	Kendari
  Lampung	KlatenHydraulic	Manado
  JakartaHydraulic	Solo	Palu
  Bogor	Madiun	GorontaloHydraulic
  DepokHydraulic	Kediri	Minahasa
  TangerangHydraulic	SurabayaHydraulic	Ambon
  BekasiHydraulic	MalangHydraulic	Ternate
  Serang	Banyuwangi	Sorong
  	DenpasarHydraulic	Jayapura

  Aceh	BandungHydraulic
  Balikpapan	Medan
  Cirebon	Palangkaraya
  Padang	Tasikmalaya
  SamarindaHydraulic	PekanbaruHydraulic
  Sumedang	SangataHydraulic
  Batam	Tegal
  Banjarmasin	B.Belitung
  SemarangHydraulic	Pontianak
  Palembang	Pekalongan
  Makasar	Bengkulu
  YogyakartaHydraulic	Kendari
  Lampung	KlatenHydraulic
  Manado	JakartaHydraulic
  Solo	Palu
  Bogor	Madiun
  GorontaloHydraulic	DepokHydraulic
  Kediri	Minahasa
  TangerangHydraulic	SurabayaHydraulic
  Ambon	BekasiHydraulic
  MalangHydraulic	Ternate
  Serang	Banyuwangi
  Sorong	DenpasarHydraulic
  Jayapura

  Hydraulic : Available Hydraulic Towing
• The number of ERA service inquiries from customers during 3 years of membership period is unlimited.
• ERA services include assistance with non-hydraulic tow services (*hydraulic crane is available in particular cities), flat tire assistance, assistance with jump-start car battery, assistance with fuel delivery (including free 5 liters fuel).
• The maximum free tow delivery distance is 50 kilometers to the nearest authorized Ford dealer. If the delivery distance is more than 50 kilometers, IDR 50.000,- charge for every 5 kilometers is applied and it will be charged directly to the customer.
• ERA tow service applies to roadside emergencies, while ERA non-tow service applies to all situations.
• ERA services are not applicable on highway, following to the regulations of the toll road provider (Jasa Marga)
• ERA service Hotline or Call Center contact numbers are as follows: Hotline: 021-80675735 WhatsApp: 0811-8214-111
• Information related to the ERA Service program will be shared to Ford’s customers via the Website and Social Media (Facebook and Instagram of Ford RMA Indonesia).

 

Dealer Roles

• Inform and provide explanation to all Ford Next-Gen Ranger & Everest’s customers and prospects about free ERA (Emergency Roadside Assistance) membership, with unlimited use for 3 years starting from the date of delivery of the vehicle.
• Inform the contact number for ERA Service Hotline or Call Center.
• Inform and register Ford Next-Gen Ranger & Everest vehicles to RMA Indonesia, by allowing to participate on ERA service membership, along with Vehicle Warranty Registration, maximum 3 days after the date of vehicle delivery to the customer, via email to: indo.warranty@rmagroup.net
• Communicate the implementation of the ERA Service program to the internal team (Sales Manager, Service Manager, Service Advisor, DCRC, Security, and workshop team) and also to Ford’s users at each dealer coverage via Social Media and internal dealer WhatsApp message.