Building a car dealership BDC from scratch takes a lot of work. We’ve all heard the age-old adage that hard work is the key to success. While it’s true that hard work is a critical component of achieving success, it’s not the only factor. Many other variables contribute to success. It takes a combination of key ingredients to create a winning recipe. You may now wonder how you will set your car dealership BDC apart from the rest. Well, we’ve compiled a list of ingredients for you.
Skilled and Trained Staff
A successful BDC requires a team of trained staff who are proficient in communication, customer service, and sales. These staff members should be able to handle customer inquiries, schedule appointments and provide them with accurate information about the dealership’s inventory, pricing, and promotions. Investing in staff recruitment, training, and retention is essential to ensure that the BDC team is knowledgeable and efficient.
BDC process and workflow operators should have well-defined and efficient processes for managing customer inquiries, follow-ups, and appointments. This allows your staff to focus on what matters most, communicating with your customers. Having the right software will allow you to stop guessing who to call next. Having a solution with blended inbound/outbound calls will eliminate manual labor and improve productivity. Managing your processes will give your customers the best experience possible.
A successful BDC combines call center software and automotive data to prioritize and communicate with the customer the way the customer wants. Simplify the data by consolidating it all in one place. Make sure you are not using dirty data. The right software will de-dupe all customer data upon loading. Using the right software will help you to clean and verify your data via data appending automatically. Appending your data ensures that the information stored in your database is validated. By understanding our automotive data management, dealerships can develop personalized marketing strategies and improve customer engagement.
A BDC should have multiple communication channels to cater to the customer’s preferences, such as phone calls, emails, and text messages. Providing customers with various options increases the chances of engaging with them and building lasting relationships. Training staff members to communicate effectively across all channels and respond promptly to customer inquiries is essential.
Collaboration with other departments
A BDC should collaborate with other departments within the dealership, such as sales and service, to provide a seamless customer experience. Effective communication between departments ensures that the BDC has access to the latest inventory, pricing, and promotions. This collaboration also helps to provide a consistent experience across all customer touchpoints, from initial inquiry to post-sale follow-up.
A successful BDC is continually evolving and improving. Dealerships should regularly review BDC performance, identify areas of improvement, and invest in staff training and technology upgrades to ensure that the BDC remains competitive. This includes monitoring key performance indicators, such as lead conversion rates and customer satisfaction, and implementing changes to improve performance over time. If you want to look for ways to help you manage and measure your business, visit us at Volie and contact us today for professional advice.
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