BDC DEPARTMENT BY MICHAEL BIASCO SERVICE BDC: INTERNAL VS EXTERNAL Pros and Cons of Internal vs. External Service BDCs S ervice business is booming. This has many dealerships considering a Service BDC and the pros and cons of keeping it in-house or contracting with a third-party. Every dealership is different with its own processes and needs, so it makes sense to carefully research each BDC model. it makes sense We know that drivers are holding onto older cars so demand for service will likely continue. The average age of vehicles on the road today is a geriatric 12 years, according to Car and Driver Magazine. The pandemic and resulting supply chain issues are major factors in this trend. The fact is 3 out of 10 calls into service departments never connect. They are misrouted, dropped, or abandoned on hold. Given that most dealerships are shortstaffed to begin with, this 30 percent failure rate isn't surprising when you consider that service advisors are busy with belly-to-belly customers. to carefully research each BDC model A BDC can ensure that every call connects and you don't lose out on business. Consider the pros and cons of using internal and external Service BDCs to decide which is best for your shop. ADVANTAGES OF AN INTERNAL SERVICE BDC This is an opportunity to consider how you want to grow your service department. The business is there for the taking. Now is the time to set your growth plans in motion, and a Service BDC can be a critical component of those plans. Dealership Culture: An internal team will be steeped in your dealership culture and values. You will be able to guide agents in the way you want calls answered, messaging, and brand promises. 58