Fixed Ops Magazine 2024 Vol 21-5a - 26

FEATURE BY MATTHEW BELK
BDC
SUPPORT
OF MOBILE
SERVICES
Maximizing the Power of BDCs to Support Mobile Services
M
obile services are set to become a staple for
OEMs and dealerships looking to offer unparalleled
convenience and flexibility to their
customers, but there remain many unknowns for how to
fully unlock the potential of mobile services using BDCs.
Whether you have an in-house BDC team or an outsourced
partner, there are several key ways to enhance
their role in supporting mobile service operations.
IN-HOUSE VS OUTSOURCED BDCs:
FINDING THE RIGHT FIT
The first decision for any dealership is whether to utilize
an in-house or outsourced BDC. Each option has its
advantages:
* In-House BDC: In-House offers better control over
training, processes, and customer interactions. Being
embedded in the dealership's culture allows for
a more personalized and consistent customer experience
with direct access to service advisors and
technicians.
* Outsourced BDC: Outsourced provides scalability,
extended hours, and advanced technology. It can
handle high volumes of communications, freeing up
staff for core tasks. However, outsourced BDCs must
be well-integrated and trained to ensure seamless
customer service.
TRAINING: THE KEY TO A SUCCESSFUL
BDC FOR MOBILE SERVICES
Regardless of whether you choose an In-House or Outsourced
BDC, training is paramount. Handling mobile
service appointments is different from traditional
in-dealership service scheduling. BDC agents must be
well-versed in the specifics of mobile services, including:
* Service Offerings: Agents need to understand
which types of services can be handled by mobile
units, such as oil changes, tire rotations, and minor
repairs, and which services require a visit to the
dealership.
26

Fixed Ops Magazine 2024 Vol 21-5a

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-5a

Fixed Ops Magazine 2024 Vol 21-5a - 1
Fixed Ops Magazine 2024 Vol 21-5a - 2
Fixed Ops Magazine 2024 Vol 21-5a - 3
Fixed Ops Magazine 2024 Vol 21-5a - 4
Fixed Ops Magazine 2024 Vol 21-5a - 5
Fixed Ops Magazine 2024 Vol 21-5a - 6
Fixed Ops Magazine 2024 Vol 21-5a - 7
Fixed Ops Magazine 2024 Vol 21-5a - 8
Fixed Ops Magazine 2024 Vol 21-5a - 9
Fixed Ops Magazine 2024 Vol 21-5a - 10
Fixed Ops Magazine 2024 Vol 21-5a - 11
Fixed Ops Magazine 2024 Vol 21-5a - 12
Fixed Ops Magazine 2024 Vol 21-5a - 13
Fixed Ops Magazine 2024 Vol 21-5a - 14
Fixed Ops Magazine 2024 Vol 21-5a - 15
Fixed Ops Magazine 2024 Vol 21-5a - 16
Fixed Ops Magazine 2024 Vol 21-5a - 17
Fixed Ops Magazine 2024 Vol 21-5a - 18
Fixed Ops Magazine 2024 Vol 21-5a - 19
Fixed Ops Magazine 2024 Vol 21-5a - 20
Fixed Ops Magazine 2024 Vol 21-5a - 21
Fixed Ops Magazine 2024 Vol 21-5a - 22
Fixed Ops Magazine 2024 Vol 21-5a - 23
Fixed Ops Magazine 2024 Vol 21-5a - 24
Fixed Ops Magazine 2024 Vol 21-5a - 25
Fixed Ops Magazine 2024 Vol 21-5a - 26
Fixed Ops Magazine 2024 Vol 21-5a - 27
Fixed Ops Magazine 2024 Vol 21-5a - 28
Fixed Ops Magazine 2024 Vol 21-5a - 29
Fixed Ops Magazine 2024 Vol 21-5a - 30
Fixed Ops Magazine 2024 Vol 21-5a - 31
Fixed Ops Magazine 2024 Vol 21-5a - 32
Fixed Ops Magazine 2024 Vol 21-5a - 33
Fixed Ops Magazine 2024 Vol 21-5a - 34
Fixed Ops Magazine 2024 Vol 21-5a - 35
Fixed Ops Magazine 2024 Vol 21-5a - 36
Fixed Ops Magazine 2024 Vol 21-5a - 37
Fixed Ops Magazine 2024 Vol 21-5a - 38
Fixed Ops Magazine 2024 Vol 21-5a - 39
Fixed Ops Magazine 2024 Vol 21-5a - 40
Fixed Ops Magazine 2024 Vol 21-5a - 41
Fixed Ops Magazine 2024 Vol 21-5a - 42
Fixed Ops Magazine 2024 Vol 21-5a - 43
Fixed Ops Magazine 2024 Vol 21-5a - 44
Fixed Ops Magazine 2024 Vol 21-5a - 45
Fixed Ops Magazine 2024 Vol 21-5a - 46
Fixed Ops Magazine 2024 Vol 21-5a - 47
Fixed Ops Magazine 2024 Vol 21-5a - 48
Fixed Ops Magazine 2024 Vol 21-5a - 49
Fixed Ops Magazine 2024 Vol 21-5a - 50
Fixed Ops Magazine 2024 Vol 21-5a - 51
Fixed Ops Magazine 2024 Vol 21-5a - 52
Fixed Ops Magazine 2024 Vol 21-5a - 53
Fixed Ops Magazine 2024 Vol 21-5a - 54
Fixed Ops Magazine 2024 Vol 21-5a - 55
Fixed Ops Magazine 2024 Vol 21-5a - 56
Fixed Ops Magazine 2024 Vol 21-5a - 57
Fixed Ops Magazine 2024 Vol 21-5a - 58
Fixed Ops Magazine 2024 Vol 21-5a - 59
Fixed Ops Magazine 2024 Vol 21-5a - 60
Fixed Ops Magazine 2024 Vol 21-5a - 61
Fixed Ops Magazine 2024 Vol 21-5a - 62
Fixed Ops Magazine 2024 Vol 21-5a - 63
Fixed Ops Magazine 2024 Vol 21-5a - 64
Fixed Ops Magazine 2024 Vol 21-5a - 65
Fixed Ops Magazine 2024 Vol 21-5a - 66
Fixed Ops Magazine 2024 Vol 21-5a - 67
Fixed Ops Magazine 2024 Vol 21-5a - 68
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