[Posted November 6th, 2014 by Keith Shetterly]
For automotive dealership owners, customer service is an ever-changing beast that can be hard to tame. Good sales depend on good marketing skills and being able to reach out to the right people through the right venue. In many cases, dealers are turning to BDC, or Business Development Center programs. Automotive BDCs can help to bring customers in through new channels often unavailable to dealerships. This helps to generate loyalty, enhance client experience, promote deals, and boost sales to maximize revenue.
What is a BDC?
Business Development Centers are not a new concept, but they have lately been gaining in popularity. The name gives much away by means of explanation, because a BDC helps dealerships do exactly that, develop business by reaching out to venues that car dealers may not be able to access. By alleviating the pressure of employees on the sales floor, an automotive BDC will often take over the phone call portion of the business, which can be no small feat, dealing with customer service, follow up, and sales calls.
Designed for added efficiency, BDCs assist in magnifying dealerships’ assets by gaining customer loyalty, increasing interest and initiative, and boosting sales. Having an automotive BDC in place to only handle customer care calls opens several doors for a dealership. Tasks such as lease returns, parts retention marketing, promotional calls, promotional emails, and service requests can be relegated to the BDC to alleviate some of the stress around the office or sales floor, and promote the perfect environment for achieving maximum revenue generation.
The Benefits a BDC Offers
There are many benefits that come with BDCs, but the most useful thing about them is easily the time and effort they save. Dealerships will no longer need to forgo calls that come after regular business hours, nor will they need to scramble to decide which staff member should be handling a new incoming call. Customer retention and personalized service is a very large part of any successful business, and when gaps are left, sales can drop. A BDC works to fill the gaps and can assist in appointment scheduling, handling service calls, and attracting attention from customers.
Existing Staff and BDCs
There is some question about a BDC replacing existing staff, but many dealerships are using such an asset right along with their employees, providing a parallel, united front that shows customers they are valued and respected. Accountability can be boosted by offering clients a forum to provide customer feedback, giving employees a way to streamline their schedules and improve the way they handle clients who come in to consider their options. Its simple set-up is the BDC’s best quality. As a central contact point, sales follow-ups, response times, service requests, and sales opportunities are all boosted to offer the dealerships the best chances of increasing future sales and repeat business.
A good dealership uses all the tools it can to create the most efficient and inviting environment possible. Allowing a BDC to assist with customer service can put a dealership ahead in many ways, providing a way to customize calls, handle the generation of schedules and work plans, evaluate bills, and handle incoming mail, both postal and email. With companies like DealFinder, dealers are able to explore their options, improve their revenue, and provide top of the line customer service to make their business boom.