The BDC’s Role in the Dealership

The role of BDC software for dealerships is crucial in developing a strategy for growth. This software helps streamline operations, improve customer service, and increase sales efficiency, making it an essential tool for modern dealerships.

As more dealership interactions move online and over the phone, the role of BDC software for automotive dealerships is becoming increasingly vital. The Business Development Center (BDC) is emerging as a critical component of dealership success. It’s no longer just about answering calls or responding to emails; the BDC is evolving into a strategic powerhouse that can significantly impact a dealership’s future growth. Volie, a leading BDC technology platform, is revolutionizing dealership operations by streamlining processes, improving efficiency, and empowering agents. Below, we dive into key insights and data demonstrating why optimizing your BDC is crucial for staying competitive in today’s rapidly evolving automotive market.

The Evolving Role of the BDC

The BDC’s function expands as dealerships integrate more technology and remote communication methods. It will undoubtedly become even more integral in the next five years as dealerships adopt BDC strategies as a core part of their growth plans.

“Technology is flattening most of the other things, and the only real difference you can make in business nowadays is through the personal relationships you build,” said Scott Davis, President and co-founder of Volie. The BDC is where these relationships begin and are maintained, making it a key focal point for dealership success.

Volie’s Data-Driven Approach: 25 Million Calls Analyzed

Volie’s platform is designed to make BDC operations more efficient and data-driven. By analyzing over 25 million calls, Volie has uncovered valuable insights into how dealerships can improve customer engagement. These insights span everything from inbound and outbound call efficiency to tracking the processes that lead to the highest conversion rates.

One surprising finding: 40% of all outbound appointments were set by customers returning a missed call or voicemail. This emphasizes the power of personalized outreach and the importance of following up with customers, which is often overlooked in a dealership’s busy day-to-day operations.

Why Measuring Efficiency is Crucial

One of Volie’s biggest advantages is its real-time ability to measure and optimize BDC performance. Many dealerships struggle to track agent productivity effectively, often relying on outdated systems like desk phones or manual methods. Volie changes this by offering a platform that tracks agent activity, response times, and downtime, providing managers with actionable insights.

“Typical CRMs in the automotive space are very good at tracking customer data but fall short when managing workflow efficiency,” Scott explains. “Our platform fills that gap, allowing dealerships to track every interaction and ensure agents maximize their productivity.”

For example, Volie allows managers to set specific benchmarks separately for inbound and outbound calls. By segmenting these activities, dealerships can better manage workloads, improve customer satisfaction, and ensure agents are spending time productively.

The Hidden Costs of Inefficiency

One of Scott’s most eye-opening statistics was that nearly 25% of all BDC calls are status check calls, with an average call duration of nearly four minutes. This represents a hidden cost in both time and resources.

What’s more, 37% of those status check calls never successfully connect with a service advisor, and 38% of those customers never return to the dealership. This is a critical failure point for dealerships looking to improve customer retention.

Volie’s platform tackles this issue by providing the tools and data to optimize agent performance and reduce unnecessary calls. By proactively reaching out to customers and setting clear expectations around service times, dealerships can save time and money while improving the overall customer experience.

Building Better Relationships with Technology

As technology advances, the need for personalized human interaction in the automotive space has never been greater. While technology can enhance processes and provide valuable insights, it’s ultimately the relationships that drive business success. Volie’s platform is designed to empower BDC agents, not replace them.

“Technology doesn’t sell cars—people do,” Scott said. “Our platform helps dealerships focus on what matters most: providing excellent customer service and building long-term relationships.”

Conclusion: The Future of the BDC is Bright

As more dealerships recognize the importance of a well-managed, data-driven BDC, platforms like Volie are becoming essential tools for success. With the ability to measure efficiency, optimize workflows, and improve customer interactions, Volie is at the forefront of the BDC revolution.

If you’re ready to take your BDC to the next level, it’s time to explore how Volie can help streamline your operations and empower your team. As Scott says, “With or without Volie, focus on measuring and improving your BDC processes—it’s the key to unlocking future growth.”