Fixed Ops Magazine 2024 Vol 21-5a - 28

* Enhanced Data Analytics: Advanced analytics
tools can help BDCs identify trends, predict customer
needs, and optimize appointment scheduling.
Leveraging data analytics allows BDCs to make data-driven
decisions that enhance efficiency and customer
satisfaction.
THE NEED FOR ADVANCING TECHNOLOGY
TO SUPPORT BDCs AND MOBILE SERVICES
While Voice AI and other technologies offer tremendous
potential, there is still a critical need for further
advancements to fully support BDCs in managing
mobile services. Here are a few key areas where technology
needs to improve:
* Integrated Scheduling Systems: Current scheduling
tools often lack the flexibility to handle the unique
requirements of mobile services, such as route optimization,
technician availability, and real-time traffic
data. There is a need for more advanced scheduling
platforms that can integrate with a dealership's existing
systems and provide dynamic, real-time updates
to BDC agents and mobile technicians.
* Geolocation and Mapping Capabilities: BDC
agents need to quickly determine whether a customer's
location is within the mobile service range.
Enhanced geolocation tools could help agents visualize
service areas and schedule appointments more
efficiently, reducing errors and improving service
coverage.
* CRM Integration: Seamless integration between
the BDC's communication platforms and the dealership's
CRM is essential. This ensures that customer
data, service history, and preferences are readily
available, enabling personalized service and effective
follow-ups.
28
MAXIMIZING THE POTENTIAL OF BDCs IN
A MOBILE SERVICE WORLD
To truly maximize the potential of mobile services,
dealerships must rethink the role of their BDCs.
Whether managed In-House or through an Outsourced
partner, BDCs must be trained, equipped, and
empowered to handle the unique demands of mobile
service operations. Leveraging Voice AI and other
emerging technologies can further enhance their efficiency
and effectiveness.
As we continue to embrace mobile services, the role of
the BDC becomes even more critical. By investing in the
right people, processes, and technology, dealerships can
ensure that their BDCs are not just supporting mobile
services-but driving them to new heights of success.
Matthew Belk, Founder
and Chief Innovation
Officer at Better Car
People,
brings
extensive
experience in automotive
process training
and dealer group management.
The merger
of Better Car People
and Proactive Dealer
Solutions signifies a new era in automotive technology
and retail training, combining the strengths of two
industry powerhouses to deliver unparalleled value
and innovation.
Formerly the director of eCommerce for Hendrick
Automotive Group for 10 years, he co-founded Better
Car People in 2010, assisting over 3,000 automotive
dealers. Matthew is also a subject matter expert in
online automotive retailing and has completed executive
learning for strategy and innovation at MIT Sloan
School of Management.
Fixed Ops Magazine 2024 Vol 21-5a

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