We have 7 locations. For Sales we have start to finish Internet Sales Reps at each of our stores, 1 rep/100 leads. We had a sales BDC a couple of years ago, but it wasn't the right fit for us. There was frequent communication breakdowns between the BDC rep who set the appointment and the sales person that handled the customer in the showroom. Plus, we have found the customer to have the most positive experience and a much higher ratio dealing with the same sales rep from initial inquiry to delivery. Most importantly, the Internet Sales Rep position has enabled us to attract and maintain talented young sales people.
For service, we are in the process of implementing a BDC. Right now our service department is a mess, as our service writers are handling the phone calls. The writers are overwhelmed helping the customers in the service drive and answering phone calls. Therefore, the customer doesn't get handled properly in the drive and the the phone calls are poorly handled as well.
For service, we are in the process of implementing a BDC. Right now our service department is a mess, as our service writers are handling the phone calls. The writers are overwhelmed helping the customers in the service drive and answering phone calls. Therefore, the customer doesn't get handled properly in the drive and the the phone calls are poorly handled as well.