Volie Rally

Tully Williams, Parts & Service Director at The Niello Company, shares how centralizing service operations transformed their 10 luxury dealerships.
Initially hesitant about a BDC, Niello tested the concept at its busiest store. Before Volie, the team managed calls using spreadsheets—a manual system that couldn’t keep up with growing demand, leading to missed calls and lost opportunities.
Volie’s automation, texting, and email tools have streamlined operations, earning full trust from service managers. Tully’s only regret? Not starting sooner. His advice: hire strong leadership, reward performance, and maximize technology.

Meet Samanatha “Sami” Peterson! The Chicago-raised member of our Development Team currently resides in Denver, Colorado. Sami has been with Volie for over a year, responsible for front-end/back-end features. She shares her favorite project thus far: Enroller runs, which allows users to gain insight into the campaign enrollment process. This well-spoken team member has 3 years of experience in development, but her interests don’t stop at programming. Sami frequently enjoys the wonders of Colorado through hiking and skiing and is a self-proclaimed amateur birder. Join us on this week’s Volie Rally to hear more about Sami!

Before using Volie, Andrew and his team at Toyota of Redlands struggled with inefficient, untrackable processes—relying on printed sheets made it difficult to know who was handling what.
Since adopting Volie, the software has acted like an additional manager for the BDC, streamlining operations and providing clear visibility into team performance. This led to a 4% year-over-year increase in their TLE scores.
Andrew’s advice to other dealers considering Volie: “Embrace it—don’t be afraid of the change!”

Being a BDC agent is hard work—you hear “no” all the time. But remember, a “no” often means “not right now.”
We analyzed 25 million calls through Volie and found that 26.86% of customers who said “no” still visited the dealership within 120 days.
Service is a guaranteed transaction; it just might not happen with you at that moment. Keep working those “no’s,” knowing they still hold value. Don’t take it personally—you’re making an impact even when it feels like you’re not.
This is a reminder to stay consistent and confident in the face of rejection and finding the value in every conversation!

People hate leaving voicemails—but do they work? Absolutely! We analyzed 25 million calls made through Volie, and here’s what we found:
26.7% of voicemails left resulted in a callback.
40% of outbound campaign conversions came from people who called back after hearing a voicemail.
Leaving a voicemail increased appointment scheduling by 64%!
The takeaway? Friendly voicemails make an impact. Coach your team to leave helpful messages encouraging customers to call back. It’s a simple strategy that drives results.
Check out this Volie Rally for insights and tips to boost your voicemails’ success!

Meet Jeff Lippold, Volie’s National Sales Director! With over 20 years of experience in the automotive industry and 8 years in sales leadership, Jeff brings a wealth of knowledge and expertise to the team. He’s passionate about developing impactful strategies and delivering real value to dealers. We’re thrilled to have Jeff on board and excited to see the lasting impact he’ll create. Welcome to the team, Jeff!
Watch now to learn more about Jeff and his vision for success at Volie!

Do you know how much status check calls are costing your BDC? Here’s the scoop: 24.56% of all calls are status checks, and while 63% of them successfully connect to a service advisor, 37% leave unanswered, wasting time and resources.

So, what’s the solution? You can’t eliminate status check calls but can minimize their impact. Monitor these calls by service advisor and implement systems that efficiently route customers to the right resource. Let’s streamline this process, reduce costs, and keep customers happy.

For actionable tips on handling status check calls, tune in to this Volie Rally session!

By benchmarking inbound and outbound calls separately, dealerships can identify areas for improvement and track key metrics like appointment conversions and call efficiency. A strong outbound call strategy empowers teams to engage customers on their terms, reducing time per appointment and driving better results while enhancing customer satisfaction.

In this Volie Rally, we’re thrilled to introduce an upcoming four-part webinar series designed to show you practical ways to harness AI, including large language models (LLMs), in your day-to-day dealership operations. Our philosophy is clear: AI is here to empower humans, not replace them. Our mission is to make Volie users more effective, productive, and impactful.

This is Volie Rally Episode #76. When customers call your dealership, they seek help—not frustration. High-performing BDCs answer the phones promptly and keep their promises, leading to satisfied customers and fewer missed opportunities.