Fixed Ops Magazine 2023 Vol 20-3 - 16

AN INTERVIEW WITH JD MUSICK
BDC
PRODUCTIVITY
WITH
TECHNOLOGY
N
Tackling Service Department BDC
Productivity with Technology
orth Georgia Toyota is a single point store in a
small Georgia town that's leveraging technology
software in a big way to deliver great customer
service and to generate more service revenue.
An enthusiastic proponent of the store's progressive
and technical approach is JD Musick, Head of Strategy
and Manager of both the Sales and Service BDCs at
North Georgia Toyota.
The store lives by the popular football metaphor, often
mentioned by its General Manager and Co-Owner Greg
Epps, that teams can have all the stars in key positions
but if they can't block or tackle they are doomed. " Customer
service is very similar, " says Musick. " Technology
has come a long way and can take on the thankless
grunt work that allows our service and BDC stars to do
their work so well. "
Nearly a decade ago, Musick began his career at North
Georgia on the sales floor. He moved up to become
Inventory Manager, then Sales Manager, and eventually
took over the helm of the BDC, where he oversees
16
both the Sales and Service BDCs with six agents total.
Currently, the service drive is supported by two service
BDC agents and one manager working to schedule appointments
for five service advisors and 15 technicians.
The shop handles around 1,600 Repair Orders (ROs)
per month.
MOVING AWAY FROM A
REACTIVE SERVICE DRIVE
Moving from the sales side of the store to the service
side was an eye-opener for Musick. " My first observation
was that sales utilized multiple proactive approaches
to drive business including the CRM, equity
mining tools, and marketing communications. They
also received the bulk of employee training, " he said.
" Service was more reactive. Mostly, we were waiting for
customers to call when they needed a repair or maintenance
and we weren't doing a lot of training. "
Musick saw a lot of missed opportunities to drive business
into the shop. The BDC was busy answering easily

Fixed Ops Magazine 2023 Vol 20-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2023 Vol 20-3

Fixed Ops Magazine 2023 Vol 20-3 - 1
Fixed Ops Magazine 2023 Vol 20-3 - 2
Fixed Ops Magazine 2023 Vol 20-3 - 3
Fixed Ops Magazine 2023 Vol 20-3 - 4
Fixed Ops Magazine 2023 Vol 20-3 - 5
Fixed Ops Magazine 2023 Vol 20-3 - 6
Fixed Ops Magazine 2023 Vol 20-3 - 7
Fixed Ops Magazine 2023 Vol 20-3 - 8
Fixed Ops Magazine 2023 Vol 20-3 - 9
Fixed Ops Magazine 2023 Vol 20-3 - 10
Fixed Ops Magazine 2023 Vol 20-3 - 11
Fixed Ops Magazine 2023 Vol 20-3 - 12
Fixed Ops Magazine 2023 Vol 20-3 - 13
Fixed Ops Magazine 2023 Vol 20-3 - 14
Fixed Ops Magazine 2023 Vol 20-3 - 15
Fixed Ops Magazine 2023 Vol 20-3 - 16
Fixed Ops Magazine 2023 Vol 20-3 - 17
Fixed Ops Magazine 2023 Vol 20-3 - 18
Fixed Ops Magazine 2023 Vol 20-3 - 19
Fixed Ops Magazine 2023 Vol 20-3 - 20
Fixed Ops Magazine 2023 Vol 20-3 - 21
Fixed Ops Magazine 2023 Vol 20-3 - 22
Fixed Ops Magazine 2023 Vol 20-3 - 23
Fixed Ops Magazine 2023 Vol 20-3 - 24
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Fixed Ops Magazine 2023 Vol 20-3 - 26
Fixed Ops Magazine 2023 Vol 20-3 - 27
Fixed Ops Magazine 2023 Vol 20-3 - 28
Fixed Ops Magazine 2023 Vol 20-3 - 29
Fixed Ops Magazine 2023 Vol 20-3 - 30
Fixed Ops Magazine 2023 Vol 20-3 - 31
Fixed Ops Magazine 2023 Vol 20-3 - 32
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Fixed Ops Magazine 2023 Vol 20-3 - 40
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Fixed Ops Magazine 2023 Vol 20-3 - 44
Fixed Ops Magazine 2023 Vol 20-3 - 45
Fixed Ops Magazine 2023 Vol 20-3 - 46
Fixed Ops Magazine 2023 Vol 20-3 - 47
Fixed Ops Magazine 2023 Vol 20-3 - 48
Fixed Ops Magazine 2023 Vol 20-3 - 49
Fixed Ops Magazine 2023 Vol 20-3 - 50
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Fixed Ops Magazine 2023 Vol 20-3 - 54
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Fixed Ops Magazine 2023 Vol 20-3 - 56
Fixed Ops Magazine 2023 Vol 20-3 - 57
Fixed Ops Magazine 2023 Vol 20-3 - 58
Fixed Ops Magazine 2023 Vol 20-3 - 59
Fixed Ops Magazine 2023 Vol 20-3 - 60
Fixed Ops Magazine 2023 Vol 20-3 - 61
Fixed Ops Magazine 2023 Vol 20-3 - 62
Fixed Ops Magazine 2023 Vol 20-3 - 63
Fixed Ops Magazine 2023 Vol 20-3 - 64
Fixed Ops Magazine 2023 Vol 20-3 - 65
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Fixed Ops Magazine 2023 Vol 20-3 - 67
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