Unlock Rapid ROI With Leading VDBC Platforms

In today's highly competitive automotive landscape, dealerships are facing the challenge of maintaining revenue growth as sales plateau. To overcome this hurdle, they must shift their focus toward enhancing their Service Business Development Center (BDC)'s inbound and outbound efforts. These initiatives are vital for attracting both previous and new customers. However, the reality is that many service BDCs are overwhelmed with daily inbound traffic, often neglecting outbound efforts or executing them inadequately.

Statistics Speak Volumes: The Cox Automotive Service Industry Study offers compelling statistics that underscore the importance of both inbound and outbound efforts. It revealed that customers who returned for service within the first 12 months were 74% more likely to return for their next purchase, compared to a 35% return purchase rate for those who did not return for service. These statistics should capture the attention of every dealership GM. Ignoring them means missing out on revenue opportunities and risking an influx of missed inbound calls.

What Dealers Are Saying: Through interviews with dealership leaders, a consistent theme emerges. Dealers are recognizing the need to evolve their inbound and outbound strategies to stay competitive and drive growth. Here's what I've been hearing:

1. Embrace a Hybrid Approach: Dealers are realizing that a successful BDC strategy involves integrating inbound and outbound efforts seamlessly. They are creating hybrid roles that combine the strengths of both internal BDC teams and Virtual BDCs to capture the overflow. This hybrid approach ensures that every customer interaction is managed effectively, even in high-demand situations.
2. Empower Agents with Comprehensive Training: Dealers are investing in comprehensive training programs that equip agents with the skills needed for both inbound and outbound interactions. This includes honing geographical and cultural awareness, interpersonal skills, closing techniques, and feedback mechanisms.
3. Prioritize Relationship Building: Dealers recognize that building relationships with customers is a priority, whether it's through inbound or outbound channels. They're moving away from transactional interactions and focusing on nurturing long-term customer loyalty.
4. Foster a Customer-Centric Culture: Leading dealerships are fostering a culture centered around customer needs and expectations. Agents are encouraged to view every interaction as an opportunity to delight customers, whether it's addressing an inbound inquiry or making an outbound follow-up call.
5. Leverage Technology for Efficiency: Dealerships are exploring advanced technology solutions, including Virtual BDC platforms, to streamline communication, automate tasks, and maximize agent productivity for both inbound and outbound operations. With the integration of Virtual BDC, reporting becomes essential for gaining critical and timely insights into customer interactions, allowing dealerships to make informed decisions that drive success in both inbound and outbound initiatives.
6. Address Talent Challenges: In an ever-so-competitive labor market with nearly full employment, dealerships should consider partnering with specialized Virtual BDC (VDBC) organizations. These organizations incorporate talent acquisition as a fundamental part of their process and philosophy. They understand the unique demands of the automotive industry and the nuances of geographical cultures specific to each dealership, and they prioritize continuous improvement, coaching, and training for their agents. Finding skilled agents who can adeptly handle both inbound and outbound responsibilities becomes a critical and strategic aspect of your dealership's growth strategy.

In conclusion, the automotive industry is undergoing a transformation where inbound and outbound efforts are converging to create a more customer-centric approach. Dealerships are adapting by creating hybrid roles that combine internal BDCs with Virtual BDCs to efficiently manage customer interactions, especially during peak times. By embracing a hybrid approach, empowering agents with comprehensive training, prioritizing relationship building, fostering a customer-centric culture, leveraging technology for efficiency, and addressing talent challenges, dealerships are positioning themselves for sustained growth and customer retention. It is clear that organizations that are embracing these VDBCs are turning the inbound and outbound efforts into a revenue-driving force and transforming one-time customers into lifelong advocates for your dealership.

#Automotive #Sales #CustomerRetention #BDC #HybridRoles #TalentAcquisition