It manages the relationship with customers over time using all the data at its disposal and through a perfect fit between Systems, Processes and People creates lasting Value for Company and Customer.
The Business Development Center (BDC) is a true generator of opportunities, the hub of the dealership’s business activity, growth and development. The BDC enables accurate customer research and constant monitoring of satisfaction feedbackcustomer experience , starting from the generation of the first contact to the ongoing relationship with the customer over time.
An emerging business destined to turn into the focal point for business development, which now requires a new approach.
Three key factors must be managed to build a winning BDC:
- Systems: a CRM platform designed for the auto industry, integrated with the management system and the various generatorslead , social, auto portals, etc.
- Processes: a structure for managing all the activities necessary to handle the events that arise from the BDC and unfold involving the entire organization.
- People: trained and competent who are able to manage the customer relationship, skilled in managing CRM and properly addressing processes, attentive to the implementation of the company’s sales and loyalty strategies.
If the dealership is able to make these three elements consistent and synchronized, the BDC will be a real competitive advantage that can generate value for future years, otherwise it will become a useless cost center.
Achieving this is not easy, requiring skills in technology, database management, integration of different systems, knowledge of dealership processes and the automotive market, insight into the dealer organization and roles, and the ability to assess and train staff on specific issues.
Being able to implement such a structure without external support is almost impossible, finding all these skills in a single provider is difficult, and we often turn to multiple parties with major expenditure of resources and difficulty in coordination.
That is why Lynx International, with its 30 years of experience in the field, has developed a unique offering that intervenes on the three key elements for structuring a winning BDC department from scratch:
– By implementing the platformCEMCustomer Plus (Exerience Management) , the only solution developed for multi-brand auto dealerships and integrated with all major management systems (DMS) and switchboardsVoIP , sales and after-sales data can be managed in an integrated manner. Also crucial is the process of analyzing and cleaning existing data from the dealership’s database.
– Supporting the dealer in the selection/evaluation of the most suitable resources to carry out the BDC activity and in their training for an effective management chain lead and their business potential.
– Interacting with the business organization to design new processes and optimizing existing ones, monitoring performance and intervening in improvement actions in a continuous process until the BDC reaches the highest level of performance.
