Customer Loyalty Isn’t Earned in the Showroom – It’s Built in the BDC

In this Volie Rally episode, Scott hosts Tully and Karl from the Niello Group to discuss how customer loyalty is built in the BDC, not the showroom. Tully explains that the BDC’s role is to drive customer retention through personal, caring outreach-calling customers 10–12 months after service to schedule their next visit, achieving answer rates above 80% and conversion rates exceeding 90%. Karl describes managing a small but highly effective team of 12 agents across 11 dealerships, emphasizing culture, teamwork, and creating a positive customer experience from the first call.

They highlight that happy employees translate to better customer interactions and long-term loyalty. The discussion underscores the power of human connection over automation, with Volie’s technology serving as an enabler, not a replacement, for genuine engagement. Both Tully and Karl credit Volie’s software, support, and training for helping their BDC achieve exceptional results and retention rates around 70%, calling the BDC their biggest win of 2025.