Insight

Strategic Growth Option for Car Dealerships

Establishing a Business Development Center (BDC)

The automotive retail industry is undergoing one of the biggest transformations in its history. Consolidation movements and the introduction of the agency model are fundamentally changing the market landscape. At the same time, megatrends such as changing customer needs are presenting car dealerships with new challenges: An increasingly digital customer type who expects quick and uncomplicated information requires new approaches in customer contact management.

Especially in the premium segment, time remains the ultimate luxury. The key to success lies in making every customer interaction meaningful – whether through relevant services or optimized waiting times in the sales and service process. This is where the establishment of a Business Development Center (BDC) as a central component of a multichannel strategy comes into play.

The BDC:
A Forward-Looking Model for Automotive Retail

A BDC is more than just an organizational restructuring; it is a strategic approach to meet the complex demands of an increasingly connected world. It centralizes all customer interactions – from appointment scheduling to marketing campaigns to lead processing – in one place.

Why a BDC?

Optimized Customer Communication:
Professional customer contact management reduces friction and increases efficiency. Customer inquiries – whether by phone, online, or on-site – are centrally coordinated and processed. This minimizes waiting times and improves customer satisfaction.
Multichannel Strategy:
Digitalization requires close integration of physical and non-physical touchpoints. A BDC enables consistent customer service across various channels, whether on the website, by phone, or on social media.
Efficiency Increase:
A centralized model allows tasks to be standardized and processes to be automated. This creates free space for front-office employees to focus on personal customer care.

Key Components for Successfully Establishing a BDC

Analysis and Optimization of Existing Contact Points:
Start with a detailed audit of your homepage, phone channels, and other communication channels. Clear, easily accessible contact options are crucial.
Integration of Digital Tools:
Use systems for online appointment scheduling and CRM solutions to seamlessly document and track customer interactions.
Back-Office Structures:
A well-organized back office is the foundation of a successful BDC. Tasks such as appointment scheduling or follow-ups should be clearly separated from the front office.
Employee Qualification:
Training and clear process definitions ensure that the team effectively uses the new structures.

Benefits of a BDC for Car Dealerships

Increased Customer Satisfaction: Customers appreciate quick, transparent, and consistent communication.
Lower Costs: Process optimization and automation can reduce personnel costs.
Higher Transparency: A central BDC promotes collaboration between departments and locations.

Conclusion: Customer Needs as a Growth Driver

The introduction of a BDC offers car dealerships the opportunity to strategically position themselves for the future. By combining technical innovation and customer-oriented organization, they can not only work more efficiently but also elevate the customer experience to a new level. Car dealerships that take this path early on will benefit from stronger customer loyalty and sustainable business success in the long term. The time a customer spends with the dealership should always be considered a valuable asset – and a BDC helps to make the most of this asset.