by bterbo1 » Tue Mar 03, 2009 11:59 am
Hi Gerry:
We have a very successful BDC. We average about 120 RO's per day, of which 65% are CP. Our BDC handles ALL customer interaction.
They handle:
1. All incoming phone calls to the service center
2. They schedule, confirm and follow-up on all appointments, including missed appointments.
3. They contact all SOR customers upon complete receipt of the SOR. We use ADP, and Websuite has an automatic email system that you can use to send the customer an email notifying them of the receipt of the SOR to schedule an appointment (we currently have 24 SOR's receipted without appointments scheduled). We use almost none of our parts return allowance on unsold special order parts. (We have 30,242 customers in our database and 24,794 valid email addresses. Email collection is a primary responsibility of both the service advisor and the BDC).
4. They contact all campaign / recall customers to schedule appointments.
5. They coordinate the work schedules and team appointments for each team - they consult with the Team Leaders to keep track of what techs are at training, on vacation or not at work for other reasons (they do the same for the advisors) so they can schedule accordingly.
6. They receive all incoming status calls: they contact either the team leader or the advisor for status if the status is not current in ADP - and follow-up with status phone calls if the advisor is busy with another customer or away from his desk in the shop.
7. All of our customers received an email CSI survey within 24 hours of our closing the RO - we receive over 500 surveys per month. Our BDC coordinates follow-up with the advisor on any customer who scores us below our minimum treshhold (which is 95 out of a 100) to resolve any open issues and do whatever it takes to make the customer happy and keep them as a customer.
Our goal is to prevent as many incoming calls into the serivce drive as we can so our advisors have the correct amount of time to do a good write-up; walk-around; and present the menu. By having all incoming calls go to the BDC, our advisors have become more proactive with their follow-up phone calls. My service manager and I walk the drive during the day and review follow-up and active delivery phone call logs each advisor maintains.
Our cashiers keep a log that tracks all of our customers when they pick up their car to see if the advisor reviewed the invoice with them either by phone or in person today. Each advisor is dinged for any "no" answers.
We are a highline store; our advisors make very good money compared to the market place (but only about 10.5% of Service GP); and we are a Top 10 dealer in national customer satisfaction every month for over 2 1/2 years.
We maintain excellant grid penetration, menu utilization, and ASR inspection metrics. Our repair mix is approximately 68% maint and 32% repair. We have 43 tecsh and 9 advisors - with the newest advisor being on our team for over 2 years. We have 2 who have been here for over 35 years, 2 over 12 years, 2 over 8 years and 2 over 5 years.