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Several years ago, BDCs were being built in almost every successful dealership around the country. The main reason was that operators realized the importance of handling the phone properly. Whether it is incoming sales or service calls, customer satisfaction or renewals, teams of people were established to “focus” on this daunting task: the phone.
So, what happened? Why are most of these BDCs now storage rooms? The answer is simple really: we skipped over the importance of using a true call center manager to handle the operations. The very reason the centers were built was because the typical automotive professional didn’t have the necessary training nor time to properly handle calls. Yet we used a sales manager or a salesperson that was deserving of a promotion to handle the management of a very complex activity. If we would have focused on setting these centers up right the first time, using the proper management, software and personnel, they would probably still exist today.
Now, fast-forward 7-10 years to today. The technology exists to have thoroughly efficient and effective BDCs, and most are significantly less costly through an outsourced basis. There are a few companies, DMEautomotive being one of them, which can actually handle all of your call activity…virtually without your dealership skipping a beat. Imagine having access to a team of phone professionals who take calls and make calls successfully in the automotive industry…all day, every day.
The results are staggering: no mishandled sales calls, long wait times or needless over the phone pre-qualification. All calls are routed to a call center where a knowledgeable phone professional handles the transaction and then communicates to the dealership while utilizing state of the art software designed specifically for the automotive dealership.
A virtual BDC offers both the financial and technological flexibility, as well as professionalism your dealership requires. Without a firm plan in place, your dealerships may get lost in the crowd – and the building could end up being an even bigger storage closet.
~ Steve Dozier, National Director of Training @ DMEautomotive
Steve Dozier brings 15 years of experience in the automotive industry to DMEautomotive (DMEa). Before joining DMEa, he held upper level management positions in the retail industry. Steve also owned a consulting company that specialized in CRM and direct mail, which brought in $2 Million in Sales for approximately 5 years. While serving as a consultant Steve was consistently recruited by the top 3 CRM firms of that time. Steve started at DMEautomotive in a managerial position overseeing the Direct-to-Dealer team, and is now responsible for developing and growing DMEa University; DMEa’s in-house dealer training organization. Steve is married with two children and enjoys scuba diving and boating in his free time.
About DMEautomotive DMEautomotive provides multi-channel, variable communications for automobile dealers and aftermarket franchises nationwide. Their robust product and service offering includes: data driven, multi-channel acquisition and retention marketing, best-in-class campaign reporting, data management and analytics via the Red Rocket Portal, Virtual BDC call applications, and complete on-site mail and email fulfillment services. Headquartered in Daytona Beach, Fla., DMEautomotive also has major operations in Jacksonville, Fla.
Original Source: DMEautomotive Direct Marketing Expert Blog