BDC Process

The BDC (Business Development Centre) process refers to the standardized method by which inbound and outbound customer contacts are handled, typically by a dedicated team separate from the front-line sales and service staff. For sales, this process might involve responding to internet leads, confirming their needs, and scheduling an appointment for a showroom visit or test drive. For service, it could be calling customers who are due for maintenance and booking them in, or answering service inquiry calls. A defined BDC process ensures every lead is contacted quickly (often within 30 minutes for new leads), with a friendly introduction, qualification questions (e.g., “What models are you interested in? Do you have a trade-in?”), and an invitation to the dealership. The BDC rep usually logs all communication attempts and outcomes in the CRM. In Canadian dealerships, where BDCs are common, the process might also handle multiple languages (especially English/French) and time zones if it's a centralized BDC for a group of stores. They follow scripts or guidelines to keep messaging consistent with the dealership’s brand and comply with regulations (like not calling people on do-not-call lists, or observing calling hour restrictions). A good BDC process also involves persistent follow-up: if a lead doesn’t respond, the BDC will try multiple times (emails, calls, texts) over days or weeks as appropriate. And after an appointment is set, they might confirm it a day prior. For service, the BDC ensures that customers show up prepared (e.g., “Don't forget to bring your wheel lock key for the tire change”). The BDC bridges the gap between the online/phone world and the in-person dealership experience, and their process oriented approach maximizes the chance that prospects become customers and existing customers remain engaged. Regular training and monitoring (like call reviews and appointment show rates) are part of refining the BDC process.