Proactive Dealer Solutions upgrades its BDC Central http://www.bdcexperts.com/solutions/bdc-central/ platform to include the industry’s newest library of interactive training videos. Backed by artificial intelligence, the platform measures performance, recommends online training, and monitors employee performance and development.
Proactive Dealer Solutions, the Charlotte, N.C.-based, international automotive retail business development center (BDC) expert, has upgraded its industry-leading platform for managing sales and service leads, BDC Central, http://www.bdcexperts.com/solutions/bdc-central/ with upgraded online video training for business development representatives.
A pioneer in the industry, Proactive is credited with developing the BDC concept for retailers more than 25 years ago. The BDC Central solution is comprehensive, and thanks to the first-ever use of artificial intelligence in its processes and management tools, is constantly upgrading its services and training. The platform has assisted more than 3,000 BDCs in North America.
BDCs have for many years been an expensive proposition for car dealers. BDC implementation required the acquisition of new personnel that had to be trained on a variety of software platforms. Managers were often left with few tools to monitor the business development representatives (BDRs) to effectively track their successes and weaknesses, and develop these new team members with the appropriate training.
“Our years of experience have given us the tools to understand and implement an end-to-end BDC solution that can help you find the right managers and BDRs through our BDC Recruiting platform,” said Lawson Owen, Proactive founder and managing partner. “It also provides a single platform that monitors, supports, develops, and trains both managers and BDRs to become more effective, and ultimately set more appointments and close more deals.”
While many dealerships utilize three and sometimes up to five or six different tools or software packages to manage their BDC, Proactive’s single platform incorporates lead tracking, recording and and evaluation of all outbound calls and correspondence, tracks and reports (in real time) missed opportunities, sets goals and tracks performance, and, importantly, holds both managers and BDRs accountable for their performance.
“Our BDC Central platform is powerful,” Owen said. “It has come as a result of hard work, collecting terabytes of data, and over decades, analyzing this data to determine what works and what doesn’t. Each dealership has a Success Manager assigned to them, who regularly checks performance and passes along recommendations to the BDC manager. They can also respond with onsite visits for live training.”
One of the most exciting new features of BDC Central has been the application of artificial intelligence to the platform. Recording software “listens” to each call or “reads” correspondence from the BDRs and evaluates the conversation.
“Our systems determine, for instance, whether a call has been dropped,” Owen said. “If in the course of a call being routed to the BDC or sales or service desk the call is unexpectedly ended, or if messages are left and no follow up occurs, managers are notified in real-time that the call has been dropped. Immediate action is recommended.”
These “smart” algorithms that power BDC Central can also discover a BDRs weaknesses and strengths. Should a weakness be determined, the system recommends the BDR train to improve skills in the specific area. Should proficiency be detected, the BDR is congratulated.
“We have developed nearly 400 training videos which cover topics like Call Theory, Scripting, Objection Handling, and Lead Management,” Owen said. “With nearly 400 videos, our comprehensive library of interactive training provides the BDR with conceptual overviews of specific topics, and deep-dive, hands-on workshop training.”
These interactive videos have come as the result of years of development, testing, implementation, and real-world results. Proactive has now completed an overhaul of these interactive videos to bring them up to date with the latest technologies in interactive programming, and once again, using the data and analysis from thousands of BDCs to hone in on what works.
“As pioneers in this industry, we have been fortunate to have been at the center of new developments and learned and shared best ideas and best practices,” Owen said. “We have developed a platform where for a low monthly cost, our dealer partners consistently see increases in their sales and service business of 25-30 percent.
“At the far right of the bell curve, we have seen dealerships increase their sales and service by 150 percent or more. This isn’t a platform that delivers an ROI in 18-24 months. Our partners, with the help of Success Managers and our robust ‘smart’ training platform, see improvements in weeks.”
Because of size of scope of Proactive’s interactive training library, the company has created its own videography studio, with coders who develop the interactive aspects of the training in-house, giving the company the flexibility to editing existing training videos on the fly or create new ones rapidly.
“We’ve been working on this upgrade for many months, and our beta testers have been instrumental in making it more user-friendly and useful for managers and BDRs,” Owen said.
Proactive Dealer Solutions
16409A Northcross Drive
Huntersville, NC 28078 USA
78 Sovereign Drive
St. Catharines, Ontario
L2T IZ7, CANADA
Author: Digital Dealer
Digital Dealer exists to help dealers and their managers sell more vehicles more profitably by creating the best live events and media in the industry.