We drive your service absorption & profitability by booking service appointments on your dealership’s behalf.
Outsource your inbound service calls and outbound call campaigns to a professionally trained service call center. Receive focused, dedicated, and highly-trained specialists who manage your customer communications and improve retention and profitability for your dealership.
More dealers and OEMs today have recognized the need for a new contact point between the dealership’s service department and the customer to improve or enhance satisfaction for both customers as well as service lane staff. Done well, this new point of contact - often referred to as the BDC or Customer Care Department - combines inbound call handling with targeted outbound campaigns to drive service absorption and profitability. The problem is that it’s rarely done well - activity rates are low or unmanaged, BDC agents are untrained and unmotivated, turnover rates are high, and return on investment lacks any real context.
Proactive Dealer Solutions adopted the CCaaS (contact center as a service) model aimed at improving Customer Experience by providing dealers with the option to enroll in the Virtual Business Development Center (vBDC) for Service to manage inbound and outbound service call campaigns. For dealers who do not have a fully effective in-house department, the list of benefits of the vBDC is extensive, including fast deployment, reduced overhead costs, scalability, and sustainability. Our dealers can elect to pair Inbound Service Call packages to handle all inbound calls or overflow only as well as executing outbound vBDC call campaigns, like first service and customer retention that maximize capacity and fill the drive with the work they need.