Like almost everything else over the last two years, the way a dealership runs its BDCs has been dramatically altered by the effects of the pandemic, inventory shortages, and digital retailing. While it used to be enough to just think of this hub as a “call center”, forward-thinking General Managers are now empowering the BDC agents themselves to take the customer through the complete process and pricing toward a final sale. In this dynamic session, Elizabeth and Sarah will take customers through he steps Scott Clark Auto Group used to improve retention and continue to build value for customers which has contributed to explosive profits in their service department.
- Enabling multi-channel communications to perform for optimum success
- Step by step instructions on how to adjust processes to best fit the customer’s needs
- Strategies to engage and retain your best performing Service BDC professionals
Elizabeth Martin, Service BDC Manager – Scott Clark Group
Sarah Vantine, Vice President of Business Development Strategy – Quantum5