A podcast focused on operational insights for dealers where we go under the hood, bumper to bumper and just about everywhere in between discussing topics important to dealers of all types and sizes.
Automotive BDC Value vs Cost: Strategies, ROI and Outsourcing Insights
ROI matters especially when considering Automotive BDC's (Business Development Centers), so we're cutting through the noise to bring you the real deal on the investment and value BDCs offer. From Vinnie's ground-breaking work in pioneering BDCs to the daunting task of integrating them across multiple dealerships, we're shedding light on what it really takes to make them tick, and how dealers often misunderstand the cost of implementing an effective Automotive BDC operation. Whether you're on the fence about in-house versus outsourced BDCs, this episode is packed with insights to guide your decision.
Our conversation doesn't just stop at costs—we're talking about the big picture, the ROI of BDCs, and the strategies that distinguish a well-oiled BDC machine from the rest. We walk through the metrics that matter, from engagement rates to conversion, and share how a well-executed strategy can transform customer leads into profitable sales, as evidenced by a real-life case study. Vinnie brings his hard-earned expertise to the table, revealing the nitty-gritty of hiring, training, and maintaining the BDC workforce that becomes the lifeblood of a dealership's sales strategy.
We wrap up with a crucial look at what it means to choose the right outsourced BDC partner, as we dissect the delicate equilibrium of control and efficiency. If you're weighing the pros and cons of managing an internal team versus the streamlined approach of an outsourced service like Strolid, we've got you covered. Tune in to discover why this decision is about so much more than just the bottom line—it's a strategic choice that affects every facet of customer interaction and the overall health of your dealership's sales performance. Join us for an episode that promises to redefine the way you view BDCs and their impact on your business.
3 Jan 2024
Revolutionizing Sales: AI's Role in Rapid Response and Personalized Customer Care
Dealer Insights is back with more Outsourced Automotive BDC information to help dealers increase sales and customer satisfaction. Get ready to learn more about Ai and the technical background of lead handling and automotive BDC. Unlock the secrets to transforming your automotive sales and customer experience with the insights from our CTO, Thomas Howe.
In a market where every second counts, we dissect the symbiosis of AI and rapid response times, promising a revolution in lead conversion. Through our in-depth discussion, you'll learn how to weave speed and personalization into your customer interactions, using the nuances of communication channels from texting to calling. But it's not just about being quick; it's about being smart and showing genuine care. We dissect the art of prioritizing with empathy in a Business Development Center, ensuring every customer feels valued from the very first "hello."
Look into the future of conversational CRM with us as Thomas sheds light on the magic of merging technology with traditional sales techniques. Imagine a world where AI not only understands your customers but also anticipates their needs, offering a personalized touch that scales. We share real-world scenarios where this tech not only avoids pitfalls but also elevates the entire customer journey—because in sales, it's the human connection that seals the deal.
Also in this episode, we explore the influence of real-time communication, dissect the V-CON standard, and celebrate the entrepreneurial spirit that drives innovation far beyond the showroom. As technology evolves, so must our strategies for customer engagement and dealership management. Join us for a conversation that's not just about keeping up with the industry but setting the pace for it. And remember, we're just a click away—drop us a line or post a comment, because your feedback is the fuel that keeps our engines running.
30 Nov 2023
The Human Side of Ai in Automotive BDC: Strolid's People Centric Approach
Are you ready to discover the fascinating intersection of artificial intelligence and customer service in the automotive industry? Buckle up, because our special guest, Thomas Howe, CTO at Strolid, joins us on this enlightening episode. We explore the impact of over-automation in customer service, shining a spotlight on the indispensable role of human empathy. We also delve into the roles of CRM and IVR systems, emphasizing the significance of clean data in effective business management. All the while, we caution against the potential pitfalls of an over-reliance on AI.
In a world increasingly driven by automation, merging AI with human automotive BDC agents can dramatically enhance customer communication. Our experiences at Strolid are a testament to this, as AI has notably amplified our human automotive BDC agents' performance. We walk you through our process, underlining the importance of using scripts as flexible guidelines rather than rigid rules, and the need for well-trained agents. Remembering customer conversations is a crucial aspect we touch upon, underscoring AI's potential to capture interactions, enhancing customer relationships and personalization.
We also discuss the revolutionizing role of AI in capturing customer data, especially in the automotive industry. We introduce vCon, our groundbreaking technology that offers a comprehensive view of customer interactions. Discussing how it aids in transcribing and summarizing customer calls, we delve into AI-based dialer CRM integration in the automotive industry – a key factor in improving efficiency and customer experience. Lastly, we tackle the hot topic of data security and the promising vCon standard that aims to tackle deep fakes and privacy concerns. So, tune in for a riveting conversation that marries AI, customer service, and the automotive industry into one cohesive narrative.
14 Oct 2023
How Automotive BDC & Service BDC Can Help Dealers Provide Excellent Customer Experiences
In this episode of Dealer Insights, Vinnie and Shaun discuss the challenges car dealers have faced in adapting to changes in customer service during and now after the COVID-19 pandemic. They touch on the impact of technology, inventory shortages, and customer preferences for in-person experiences. Vinnie shares his perspective from his former retail experience, emphasizing the need for human interaction and critical thinking in addressing customer concerns and building trust. They also discuss the potential of AI in the industry, the importance of actionable data, and the need for safeguards against malicious use. It's another episode packed with knowledge and Automotive BDC and Service BDC dealer insights.
29 Sept 2023
Striking the Balance: Perfection vs. "Good Enough" in Customer Service
In this episode of the Dealer Insights podcast, Vinnie and Shaun discuss the importance of customer service in the automotive industry. Vinnie emphasizes the need for training and preparation to provide a great customer experience. Vinnie also talks about the impact of digital retailing tools on customer interactions, highlighting the value of human expertise. The also includes discussion about the challenges faced by dealerships in keeping up with technology and the overwhelming amount of data they have to deal with. Vinnie and Shaun both express their concerns about the impersonal nature of technology and emphasize the importance of human connection in customer interactions. They also touch on the challenges faced by dealerships in managing various aspects of the sales experience and the role of AI in providing actionable information.
26 Sept 2023
Service BDC: Challenges and Solutions To The Complexities of The Service Department
On this episode of Dealer Insights, Vin and Shaun discuss the importance of having a Service BDC (Business Development Center) for the service department in your dealership. They highlight the challenges faced by the service department, the need for strong processes, and the impact of customer satisfaction on service experiences. They also touch on the use of scheduling tools and the difficulties in finding skilled technicians. The conversation explores the potential for extending service department hours, the benefits of using technology in service communication, and the importance of data collection and analysis. They also discuss the potential impact of electric vehicles on the service department and raise concerns about battery production and disposal.
3 Jul 2023
The Power of Customer Experience: How Service BDC Can Make or Break Dealerships
🎧 In this episode, we dive deep into "The Power of Customer Experience: How Service BDC Can Make or Break Dealerships." 🏁💼
🤔 Ever wondered how a killer customer experience can make all the difference in the car business? 🤷♂️ Well, we've got a special guest, Mr. Josh Sack from Strolid, who's gonna spill the beans on his insider knowledge. 🕵️♂️🔍
💡 We'll be uncovering the secrets of unleashing the power of customer experience, from the equity review to elevating trust and everything in between. 🌟✨
📈 Plus, we'll be sharing some real-life stories that'll make you think twice about the importance of service BDC. 🚀
🎙️ So, buckle up and join us on this exciting ride as we explore the world of customer experience in the car industry. 🌐🚘
🔊 Don't miss out on this episode that's gonna leave you craving for more! Tune in to Dealer Insights today and let's hit the road together. 🎉🎙️
#strolid #DealerInsights #CustomerExperience #ServiceBDC #CarBusiness
www.strolid.com
27 May 2023
BDC Barometer: Use Your BDC to Pressure Test The Dealership
Dealer Insights is back with another great episode. Vin and Shaun discuss how dealers should use their automotive BDC like a barometer to stress test the dealership. They discuss lead volume and sources while breaking down appointment setting relative to sales and service, closing percentages and a lot more. Like always, the episode is filled with practical knowledge that dealers will find valuable.
www.strolid.com
24 Apr 2023
3 Areas For Automotive BDC Help: Pricing, Appointments and Process
Another great episode of Dealer Insights where Vin and Shaun discuss three areas to easily improve your automotive BDC and/or sales process efforts. Back to basics means paying attention to vehicle pricing, appointment confirmations and simple process steps. If automotive BDC help is what you need, you'll enjoy this episode.
24 Mar 2023
Dealership Turnover, Training and Recruiting
On this episode of Dealer Insights, Vin and Shaun discuss some age-old issues in the retail car business. Although the COVID era saw a decline in turnover, the problem is rising again. Turnover has a terrible impact on the dealership from operational to customer experience concerns. Training, is another old, yet extremely important issue for car dealers. The modern car dealer needs technically capable staff and that's very true for anyone who wants a sales job. Sales people with no technical skills aren't worth hiring and when it comes to BDC personnel it's even more critical. Vin also talks about the importance of recruiting and even shares some of STROLID's approach that developed during the past few years. Turnover, Training and Recruiting are extremely important if you want to operate a successful automotive bdc or in-house sales team. Until next time, enjoy the episode.
14 Feb 2023
Ai, Automation and Automotive BDC
In this episode, Vin and Shaun talk about the differences between Ai and Automation in the world of Automotive BDC. Artificial intelligence continues to impress and automation can be helpful, but knowing the benefits and limitations are important. Throw us some comments and questions. Enjoy!
22 Dec 2022
The Cost of BDC
In this episode, Vin and Shaun talk about the costs related to automotive BDC's. From setting up space, equipping the dealership with necessary technology to the extremely important topic of personnel...don't miss this one!
30 Nov 2022
What Is A Customer Lifecycle Center?
Shaun and Vinnie dig into some of the challenges dealers face in the process of selling cars and taking care of customers. Consistent, reliable steps must be followed by well trained staff. Building and running a successful BDC just isn't easy. Learn more from this informative episode of Dealer Insights.
27 Oct 2022
Why Is Lead Handling Challenging?
Vinnie and Shaun talk about the complications of consistent lead handling, reflect on the covid era's effect on leads, sales and some thoughts on where we might be headed as an industry.
23 Sept 2022
How Great BDC's Operate
On this episode, Vinnie discusses dealerships as Customer Lifecycle Centers. A very interesting topic and we only scratched the surface. Listen in!
2 Aug 2022
Selling Cars Then and Now
If you're an automotive industry veteran or just got started, he kickoff episode of Dealer Insights is well worth your time. Vinnie and Shaun cover a lot of ground discussing real world experience relative to sales process, marketing and customer experience.
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