1. SERVICE RETENTION BDC FORUM
NOVEMBER 30, 2017
WRN
BDC Q&A Day
EARNING CUSTOMERS FOR LIFE!
Call-in toll-free number:  Conference Code

2. AGENDA Welcome and Thank You for participating today
BDC Forum purpose– Q&A Day focus is on improving BDC activities, assessment and service leads
Introduce our CCA Guests - Jim Pianello and Pete Mazzara
Service Leads Brief Review – Jim Pianello
BDC Activities Brief Review – Pete Mazzara
Q & A Session
You can send in Chat Questions (send to Dave Coval) or Call in! Provide Your Name, Dealer Name and Location!
We will get to as many Questions as possible today and will follow up with specifics via later this week.

3. Building Loyalty Is How We Win

5. James Pianello Service Leads Support

6. Pete Mazzara Business Development Support

7. Service Retention – SE Region Support
Level 1 Support
 Field Team – DMA / DMCs
GM Lead Management Helpdesk:
Level 2 Support
Dave Coval–Regional Customer Retention Manager
 PH: 

8. BDC Q & A Time!
You can send in Chat Questions or Call in! Chat to Dave Coval. Provide Your Name, Dealer Name and Location!
We will get to as many Questions as possible today and will follow up with specifics via later this week.
For Future BDC Updates, Resources & Tools…
Send me your address to be added to distribution lists.
Send to:

9. Q&A from Dealers
What is one of the BEST Ways to Keep a Log of Inbound and Outbound Calls?
Where should a Dealer look for Service Leads Real Time reporting information, Close Rate metrics?
Where are the BDC Best Practice Videos located in Global Connect?
What is the BDC Dashboard and how does a Dealer get access to it?
What is the process to get access to Lead Management Reporting – Dealer in Global Connect?
What is the BDC Hot List and how up to date is the information?
What Customer Lists should the BDC be pulling and contacting every month?
Who should a Dealer Contact to get their BDC Started?
Is there a BDC Calculation Summary available to see how the BDC scores are determined?
How are Service Leads suppressed today…e.g. Tire Rotations, Cabin Air filters, etc.…?
What time of Day are DMN OnStar Leads sent to the Dealership…are they sent on holidays or Sundays?
Who is the main contact for BDC or Service Leads information in my Region?
What are the Best Ways to make sure your Leads are being responded to in timely manner, then followed up and closed properly…Who do you call if you do not see any leads coming through to Dealership?
Where are the key BDC Courses to have your New BDC Agents/BDRs take to learn how to handle Calls or Phone Skills?
IF we wanted a Service BDC Workshop in our Market area who do we contact?
What should a Dealership have in their BDC Process Binder?
What is the BDC Support App? Where is it located?

10. Q&A from Dealers – page 1
What is one of the BEST Ways to Keep a Log of Inbound and Outbound Calls?
Ideally, everything is tracked and managed in the dealer’s CRM tool
Where should a Dealer look for Service Leads Real Time reporting information, Close Rate metrics?
Unfortunately, close rate reporting is currently not real time. With that said, the Lead Detail Report located in the Lead Mgt. Reporting App in GC does highlight all the leads distributed to the dealer up through the previous day.
Where are the BDC Best Practice Videos located in Global Connect?
BDC Best Practice Videos are available in the following location;
Global Connect > BDC Support Site. Videos specific to the BDC assessment can be found in > Metrics/BDC Assessment section, and other videos of various topics can be found in the > Process section.
Additionally these videos can also be accessed from the SSO home page under the overview dropdown.
What is the BDC Dashboard and how does a Dealer get access to it?
The BDC Dashboard is a new report that collects several different BDC related metrics from various sources and puts them in one place. It is currently only available to the GM field team since it is still in a “testing” phase, but we plan to have it available to dealers in Q4. Once it becomes available, it will found in DART right under the DPR.
What is the process to get access to Lead Management Reporting – Dealer in Global Connect?
Make sure your PSC has provided the appropriate access (added the link). From there, if you are not able to get in you will want to contact the Dealer Business
What is the BDC Hot List and how up to date is the information?
See attachment 
What Customer Lists should the BDC be pulling and contacting every month?
There is a variety of great lists that are out there in SSO, Dealer Web Manifest, etc. The Service BDC Hot List is a great example of this. Each Dealership has different needs and what those needs are, determine which customer lists should be worked. At a minimum the Service BDC Hot List should be worked every two weeks, since it pulls in several different data points.

11. Q&A from Dealers – page 2
Who should a Dealer Contact to get their BDC Started?
GM has approved three BDC vendors that Dealers can contact to set up a new BDC or help to improve an existing BDC. Proactive Dealer Solutions, Traver & Owner Connect. There are also other options in the marketplace that a dealer could chose ie; BDC Consulting Companies or third party offsite BDC’s (Traver Connect).
Is there a BDC Calculation Summary available to see how the BDC scores are determined?
BDC Calculation Summary is available in the following location; Global Connect > BDC Support > Metrics section > BDC Assessment tab. There is also a key at the bottom of the assessment report that shows how some items are scored. See attachment for Calculation Summary 
10. How are Service Leads suppressed today…e.g. Tire Rotations, Cabin Air filters, etc…?
Jim will talk through
11. What time of Day are DMN OnStar Leads sent to the Dealership…are they sent on holidays or Sundays?
The goal is to deliver DMN leads each day at a consistent time frame (typically between 9 & 1pm). Holidays and Sundays are examples of days that OnStar leads are not delivered.
12. Who is the main contact for BDC or Service Leads information in my Region?
Level 1 - DMA/ DMC
Level 2 - RCRM – Regional Customer Retention Manager
What are the Best Ways to make sure your Leads are being responded to in timely manner, then followed up and closed
properly…Who do you call if you do not see any leads coming through to Dealership?
Have dedicated people, processes & technologies in place. Measure performance at the program and rep level and hold folks accountable. If you do not see any leads coming into your dealership first start with your Service CRM provider. If they can’t resolve the concern contact the Dealer Business You can also go to the Lead Detail Report in Lead Management Reporting/Dealer and give your CRM examples of leads that are not showing in your tool.

12. Q&A from Dealers – page 3
14. Where are the key BDC Courses to have your New BDC Agents/BDRs take to learn how to handle Calls or Phone Skills?
See below courses:
15. IF we wanted a Service BDC Workshop in our Market area who do we contact?
We have one workshop planned November 9th in the Atlanta, GA area. Send your DMA/DMC if interest in your market area
16. What should a Dealership have in their BDC Process Binder?
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). Examples of what should be included:
How to log into commonly used tools (Global Connect, SWB, Center of Learning)
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)
17. What is the BDC Support App? Where is it located?
The BDC Support App can be found in Global Connect. The site is designed to provide GM dealers and their business development operations with resources, tools and best practice guides to help improve Sales and Service business. The site is organized by the framework below with the foundation of PEOPLE, PROCESS, TECHNOLOGY and METRICS.

13. Keep Earning Customers for LIFE!
If you need additional help contact:
Dave Coval–Regional Customer Retention Manager
 PH: 

14. Back up

15. GM LEAD MANAGEMENT HELPDESK

17. BDC Hotlist Talking Points

18. Where Do I Locate It?
Global Connect  App Center  “Lead Mgt. Reporting - Dealer”

19. Where Do I Locate It?
Global Connect  App Center  “DART”

20. Digital Performance Report
What…is the Digital Performance Report: This report highlights aggregate performance results for each of the service lead KPIs (Updated Monthly)

21. Dealer Digital Performance Report

22. Where Do I Locate It?
Global Connect  App Center  “Dealer Web Manifest”

23. What…is the Service Lead Close Rate Customer List
What…is the Service Lead Close Rate Customer List? This report highlights those service leads that were received in a given month and included in the close rate calculation..indicating which leads were considered “Closed” by GM
Note: OnStar Diagnostic DMN & OnStar DMN are DMN Leads, everything else is considered a Web lead
If status = closed, this column will show the date the RO was opened
Was the lead considered “Closed” by GM
Matched to an RO w/in 30 days of the lead date
The date the lead was distributed & received
Unique Identifier
The Source of the Lead

24. BDC Videos – in SSO Portal

25. BDC Support App

29. BDC Support App

30. BDC Tools Resources Apps
Dealer Marketing
CSSR Results
Contact Epsilon Rep
for more information
National Marketing Programs
Call Scripts
Service Lead Templates
Lots of Great Information
Service BDC Hot List
OnStar Reactivation List
Service Leads Close Rate Customer List
Dealer Digital Data Report
Service Leads Close Rate Performance
BDC Dashboard (Field Team)
October 2017

31. BDC Tools Resources Apps
Recall Information
Dealer Vendors
CRM, DMS, etc…
Dealer Service & Sales Leads Reporting
DBC:
Consultant Dashboard-Check Vehicle Service History
Service Retention metrics
Customer Lists
SSO Best Practices
BDC Best Practice Videos
CP RO Data
VIN Search
Labor Op Code Portal
Labor Op Code Portal
Go in and Approve All New Codes now!
Dealer List of OSS Appointments reporting
October 2017