Our Agenda

DAY 3 – THURSDAY, JUNE 16

8:45-9:30am

The New BDC: Best Practices to Capture and Upsell Service Business

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.

Key Takeaways:

• 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

9:30-10:15am

Retaining Innovative Practices Implemented During Covid In
A Post-Pandemic World

The crisis yielded the opportunity to reevaluate and experiment with fresh thinking and new innovative processes.  Ed Roberts, Chief Operations Officer will share their most successful new CX building blocks that have had a positive influence for both cusomters and employees as well as bottom line growth.

Ed Roberts, Chief Operations Officer – Bozard Ford Lincoln

10:15am-10:30am Networking Break

10:30-11:15am

The Ultimate Service Advisor

• The second most important position in the dealership
• The person that will make or break your reputation
• Are your processes ready for the present/future?
• Does your training plan meet/exceed your market expectations?
• How does your service drive technology enhance your customer experience?

Tim Gavin, Dealership Management Consultant – NADA

11:15-11:45pm Fireside Chat

Rewiring The Dealership For the Onslaught of EV’s: Dealer Hub | Infrastructure | CX | Service & Parts

In this session we will specifically focus on the impact EV’s will have on dealership service operations.  We will dig into developing operational EV support capabilities – educating EV service customers and building mobility fleets to support EV sales and service operations.

In this session we will specifically focus on the impact EV’s will have on dealership service operations.  We will dig into developing operational EV support capabilities – educating EV service customers and building mobility fleets to support EV sales and service operations.

Shawn Concannon, President, TSD Mobility Solutions

Ed Roberts, Chief Operations Officer, Bozard Ford Lincoln

End of Aftersales & Aftercare Summit