Fixed Ops Magazine 2023 Vol 20-3 - 18

their preference, but most are happy to schedule an
appointment without waiting for a human.
LEVERAGING MORE
AI-ENABLED TECHNOLOGY
As it became obvious that AI-enabled software was
very good at blocking and tackling, the store began
dipping a toe in other solutions. North Georgia recently
launched ChatGPT on its website to enable customers
to have human-like conversations around-the-clock.
This tool answers vehicle questions, provides dealership
information, and more.
The dealership is also part of Toyota's Connected Services
program which uses AI-based algorithms to collect
data on needed services from vehicles on the road,
such as a maintenance light, and send that data to participating
franchised service centers. " The OEMs are
recognizing the competitive advantage they have over
third-party repair by doing this, " offered Musick. " We
use that lead to get in touch with customers before
they think about picking up the phone. " It's another example
of AI technology doing the thankless grunt work
that allows BDC agents to bring in revenue.
BRINGING IN A
COMMUNICATIONS PLATFORM
With BDC agents revved-up making outbound calls
there was still the issue of structuring each agent's daily
customer outreach. Spreadsheets weren't cutting
it anymore. After researching options, Musick chose
the Volie BDC communication platform. Based in Fort
Myers, FL, the Volie platform also integrates with the
store's DMS to import call lists based on dealership
criteria. It speeds up communication and accelerates
agent productivity with an automatic dialer that mimics
those used in big call centers.
When inbound calls come into Volie, the platform
shows agents the caller information and which campaign
they are responding to. " We save time because
we don't have to look up information and can directly
proceed to book the appointment, " says Musick. " It
allows the agents to be much more efficient and it's a
better customer experience because it keeps us from
calling too many times. It keeps everyone on track and
18
gives us the reporting we need to know which campaigns
are working and which are a waste of money. "
EMPOWERING PEOPLE -
NOT REPLACING THEM
The technology solutions used by North Georgia furthers
the capabilities of its BDC agents and empowers
them to spend less time on mundane tasks and more
time creating better customer experiences. Incorporating
the solutions also allows the dealership to keep
pace with today's " now economy. " As Musick says,
" Customers want 24-hour service but we can't be here
around-the-clock. Technology can. "
He points out that technology also gives employees a
better work-life balance. " We're finding that younger
staff aren't willing to work 12-hours a day, six days a
week. " The more balance the dealership can offer, the
more attractive it is to prospective employees. Ultimately,
technology handles the blocking and tackling
of customer service so the North Georgia BDC agents
can turn their skills to bringing in more ROs and supporting
the overall revenue goals of the dealership.
JD Musick joined North
Georgia Toyota in 2013,
starting in sales and
quickly transitioning to
inventory management.
With a keen interest in
strategy, process optimization,
and analytics,
he now serves as
the Strategy and BDC
Manager. Collaborating
closely with the Owner - General Manager, they embrace
technology to foster cohesion between sales and
service, driving mutual success. JD understands the
industry's rapid evolution and recognizes the pivotal
role of technology in cultivating customer partnerships.
Committed to leveraging innovative solutions, he aims
to further develop and nurture these relationships in the
ever-changing automotive landscape.
Fixed Ops Magazine 2023 Vol 20-3

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