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Traver Connect | Traver Connect - We're The Answer, Blog Page
Traver Connect | Traver Connect - We're The Answer, Blog Page
Traver Connect blog page is designed to provide best practices content for Fixed Ops departments at dealerships. Traver Connect provides Service BDC Solutions designed augment, support, or create a Service BDC for any dealership. We can centralize your calls to provide for a better appointment conversion, better show rates, and free up your Service Advisors by giving them more time to properly execute best practices with in-dealership customers.
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Lack of Service Management and Advisor Buy-in. Often top level leadership will make a decision to hire an outside Service BDC or create an internal one, because the assumption here is that advisors will be better off building a one on one relationship with customers and should not be bothered by a constant barrage of incoming call rings. This is absolutely the correct assumption and the right mindset. However, often this high level mindset is not...

"Catching the call" is the primary objective for Service BDCs. It's the main reason they are launched, first and foremost, in the minds of service managers and GMs alike. That's still valid, however, there's another priority that is just as important, and in fact, it already is with many the OEMs. I’m talking about retention through outbound programs.  More and more automakers are finally acting on the realization that it's far less costly, and makes much more sense, to sell to...

By Rob Canales, VP of Product Development, Traver Connect This age-old dilemma persists with one key difference, the recent trend has seen an increase in focusing on Service BDCs, not Sales BDCs.  We say, Welcome to the Party!!! Short version, the answer is Buy.  Here’s why. When you outsource your calls to a Service BDC partner, you get more call agent resources and more hours of coverage at a lower hourly rate compared to doing it in-house...

Blog Article posted in ADM. By Rob Canales, VP of Product Development, Traver Connect When it comes to the Customer Experience (CX) delivered by your Service BDC, most dealers feel pretty strongly that a traditional, small Service BDC can be done well in-house, get the job done, and for a decent price.  Right?  Let me ask you, how high is your bar?  Are you aware how much higher it could be?  How do you compare your small...

So, your dealership has decided to implement a Service BDC: Congratulations your dealership just started a customer care business unit and this business unit is nothing like what has been seen before. Up until now most of the inbound call traffic has either filtered through your receptionist and or has ringed simultaneously on all service department extensions. Well, answering all these calls has not been an easy task. Following the implementation of a Service BDC,...

By John Traver, CEO, Traver Connect It was Jim Rohn who once said “Neglect starts out as an infection and then becomes a disease.” Neglect may show itself in many forms in the service appointment process. Too many missed incoming service calls is a form of neglect. Long hold times while customer attempts to schedule service is neglect. A poor appointment handling process once they get to an advisor is neglect, e.g. “Just bring it in!” There are numerous ways “neglect”...

By Kristin Honderick, Account Manager, Traver Connect A single customer experience can influence your business up or down dramatically these days.  Word travels quickly with the use of social media and/or reviews so the “reality” of your customer experience is subject to subjectivity.  Fair or not!  There are multiple factors that contribute to someone’s experience and likelihood to return.  It all begins with the first contact, whether we’re on the phone or in person, and progresses...

By Karen Rust, Accounts Director Traver Connect Staffing your BDC requires a strategic plan to be successful.  When you begin to recruit, you should know how many staff are required, potential call volume and the hours that will need to be covered.  This is essential information to get started.  However, there are daily challenges you must consider.  A few of them are addressed below: Training – Ensure your training curriculum and trainer is prepared before you...

By John Traver, CEO, Traver Connect It’s a word that is tossed around often and much, but “retention” is still “THE word”. How else can our industry sum up the simple business principle of repeat purchases with the same customer? Whatever the answer to that question, I’d subscribe to the standby of former great Yankee ‘Closer’ Mariano Rivera, which was “simple is best”.  Once a vehicle has been sold, the entire dealership’s objective is retention of that...

  Let us start with this famous Thomas Edison quote: “Opportunity is missed by most people because it is dressed in overalls and looks like work”. Same holds true today as it did way back then. If you are an OEM franchised auto dealership and tired of missing tons of customer inbound calls and have finally come to the realization that something must be done, you are no doubt thinking about the term ‘Service BDC’. Although the...

Without a doubt, the modern Dealership needs to adapt to the tech-savvy customer who is digitally connected. These same customers rely on word- of-mouth and seek the experiences shared by others by reading reviews or viewing images. The power of communication means that Dealerships can engage their customers quicker and easier using SMS text or email. Dealerships can confirm new appointments, services, or even send surveys directly to the customer’s device. Mobile pay allows Dealerships to get paid quicker,...