BDC BINDER Information, Templates & Ideas

What is a BDC Binder- and Why You Need One! It is very important to document every process in your BDC. A process binder can be a physical binder or a shared access folder(google doc) that can be used for training and daily use. Turnover at a dealership often times leads to knowledge loss that does not get transferred to new employees. This is a great way to ensure you don’t lose valuable information and best practices. Examples of what should be included: How to log into commonly used tools (Global Connect, SWB, Center of Learning, SSO) Inbound call steps/Scripts (including booking appointments) Outbound call steps/Scripts (including Recalls, CSI, declined services, special order parts, lost customers, etc…) How to use shop scheduling tool Appointment process (including reminder calls, missed appointments, follow ups) Dealer information (address, directions, hours, top 10 reasons to do business with us)

Page 1- Table of Contents It’s a nice feature to have an up to date table of contents to be able to quickly find information when searching. Example/ Ideas: Page 2: Contacts: List key dealership contacts roles and responsibilities Include DMS, CRM (customer relation management tool), Lead management tool contacts Page 5: Service department information: Days & Hours of Operation Telephone extensions Lunch schedules “Top 10 Reasons to do business with us!”- Personalize your list!

Table Of Contents Cont. Page 7: GM Tools: Common tools used and why/what they are for Global Connect Service Smarts Online Service Workbench How to log in and check history of warranty, recalls, and CP events Center of Learning Page 12- Scheduling: How to use the appointment scheduling tool Know how many appointments you can schedule per day. Take into account techs, advisors, carry over work Review shop capacity to understand how to load appointments

Page 16- Inbound Call Process: List out inbound call steps for different scenarios: Set appointment Status Check Dealership location Have section to include dealership personalized scripts Ensure all inbound customers are adequately prepared for Service Lane Enter into appointment log, Pre write RO, Print RO, etc.. Best Practice: Route all incoming calls and leads to BDC Page 25- Outbound Call Process: List outbound call steps for different scenarios: Welcome Call: Welcome new vehicle customer and remind about service Service Smarts Online Customer Lists: 13-72 & 7-12 Inactive Customers Recall Vin Match: Inactive customers with recalls CSI follow-up Generate customer lists based on Service Dept feedback to target Lost Customers, Declined Service, Special Order Parts, Open Recalls Set cadence for customer follow up Example: Send apt reminder 24-48 hrs prior, Follow up on Missed Apts

Table Of Contents Cont. Page 30- Lead Management List out who is responsible for handling leads, when, and how There should be a process for OnStar (DMN) and Website Leads Need to be sure to respond to all leads! Set cadence for follow up with tracking of how long lead has been opened and when it closes with RO # Page 34- Goals/ Metrics Be sure to track what your goals are Track how many calls the BDC is handling Know your close rates! Page 36- BDC Assessment Include Blank Assessment (Found on BDC Support app) List out steps on how to calculate all numbers required List reports and tolls needed

Lead Management Check Your Data: Implement Processes Reminders, Follow ups Utilize lead response templates for digital leads Professional, Personable, Efficient & Effective Contact your customers using the most effective channels Do you offer texting? Check Your Data: Global Connect > DART > DDPR (Dealer Digital Performance Report) Service Leads Close Rate Customer List Global Connect > Dealer Web Manifest > Service Leads Close Rate Customer List – December 2016 Implement an appointment reminder process & a missed appointment follow-up process Utilize lead response templates for digital leads Professional, Personable, Efficient & Effective Contact your customers using the most effective channels Do you offer texting?

Examples: Be sure to include pictures and screen shots whenever possible!