The ROI of Defining Your Service BDC Strategy

Service Drive, BDC

Today, fixed ops comprise 49% of dealership gross profit. With fixed ops contributing so significantly to dealership profitability, the game is shifting to retention and experience. A well-executed Service BDC strategy creates positive customer experiences that result in retained customers who happily return.

Shaping a more effective, profitable service department begins with one of the first critical moments that matter, the phone call.

Start by measuring trends and what’s currently happening in your service department. Assess your existing caller experience, identify the key areas callers are calling about to determine your potential reduction in call volume, and evaluate whether you’re truly maximizing productivity and efficiency among your team.


A Service BDC model helps to shift a dealership’s operations from reactive to proactive by freeing up service advisors to handle more pressing tasks that drive revenue and delight customers. NADA data highlights that the average new customer acquisition cost now exceeds $600 per vehicle sold, it’s as important as ever to delight and keep the customers we have. Further, a recent Salesforce Study suggests that customer experience continues to reign paramount:

of customers say the experience a company provides is as important as its products/services.

of customers say it's easier than ever to take their business elsewhere.

of customers are willing to pay more for a great experience.

That same study reports that 79% of consumers say that it’s “very important or critical” to work with business representatives who they view as a “trusted advisor”.

Are your service advisors freed up to act as trusted advisors or are they handling calls and tasks that could be streamlined and centralized?

Advisors who aren’t bogged down with phone calls are able to engage with customers in ways that are in line with what customers want - an advisor who:

Want to learn more best practices about how to capitalize on your service business?
Tune into this episode of PDS On The Rocks

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