How Volie Transformed Toyota of Redlands' BDC

Hello, everyone. Welcome back to another Volley rally. Today I have Andrew Waddle, service drive manager from Toyota of Redlands with me today. Andrew, really appreciate you taking the time. How are you doing today?

Good, good, good.

How are you doing? Awesome. You know, we, we love getting a chance to sit down and talk with one of our customers and getting the opportunity for you to talk about your experience. And we really appreciate you taking the time. So, of course, no problem with that. Said, can you tell us a little bit about, you know, service drive Manager? You are managing the, the bdc. What is, what does your day today look like?

Well, daytoday, as far as managing the bdc, I got to make sure that they have enough calls to make if they don't have inbound calls coming in. So whether I'm going through the, you know, Toyota's database on what VIN numbers or what cars we need to get in, I'm skimming through those and I'm, I'm feeding volley those VINs and then the girls. It basically does itself after that. It just works itself out the, the system through Volley. It just goes one at a time. And I'm sure you've seen how it works. Obviously you know how it works, but it's pretty, pretty sleek system. Kind of just all you got to do is just upload stuff into it and then everything else kind of goes itself out.

So, so what did the BDC look like before you started using Volley?

Before that, we were just printing out sheets and sheets of paper, wasting a crap ton of paper, and it was a slog. It was not very efficient or good or trackable. It was very difficult on management to determine who's doing what and who's productive and who's not. So, I mean, we could see their appointment, you know, totals at the end of the day or the end of the week, but we couldn't tell in a given moment from an hour to hour who's doing what. And, and through that day, if somebody was having an off day or something like that, we couldn't tell. So this has allowed us to monitor our agents extremely well and coach them up and kind of get them to the place where we want them to be.

And so one of the things, and we'll talk about some of the results you've seen and improvements you've had with your appointments and other numbers. Before that, though, you mentioned that there was a lot of time printing manual lists and going through all of that. That is now streamlined through Volley. Like you said, it just kind of, you know, handles it and Makes it pretty easy. So do you have any idea what is the amount of time that you and your team are getting back due to switching to volley?

Oh, man, I don't even know if I could quantify that. I feel like we get through these lists, Gosh, it's. It's really hard to say, but it's got to be like 100 times faster than we would just doing regular lists. It would be somewhere around there. It's kind of hard for us to quantify it and compare it. It just feels like it's been so. It's such a long time ago that we were on paperless that I'm just. Yeah, I'm so glad we don't have to do that anymore.

And it's also hard to quantify, you know. Now Valley will tell you, you know, how long your agents are spending on calls, how long there's, you know, every, every step of it and, you know, how much time you're taking. You know, before, when it was a little more manual, is it fair to say that you really didn't know how much time Those lists and such, we.

Would give them the list and they would make their notes on it, but they would keep the list. We wouldn't get them back and sift through 100 pages of which ones they made contact with and which ones did they set appointments on. We weren't going to do that. That would be a. A job in itself. I, you know, so it's almost like Volley helps us. It's like another manager there to, to help the, the service bdc. So, yeah.

Do you, do you remember, were you looking for something like Volley or did you just kind of happen into it?

We did. We. We got this idea from another dealer that is in our 20 group and they came to us and said, hey, have you guys. Because they heard about our, our woes with our, our tle. We've just, since we've, since our manufacturer expanded our area, we've had a hard time being efficient and getting people from new areas in. And you know, they, the guy that are 20 group heard about it and said, hey, have you guys looked at Volley? Because we raised our TLE like 4% in a matter of like six months to a year. And we were just like, there's no way you did that. That would take forever. And lo and behold, we started.

But how was the implementation? Was it, was it easy?

Yeah, I mean, well, like any software, yeah, you gotta, you gotta learn a little bit. But yeah, it was. I mean, if I can learn it, anybody can learn it. It's very, very straightforward, very easy. It's, it's not complicated at all. Once you, once you play around with it for a little bit, just like any other software, it's, it comes second nature. It was, it was a easy launch. We had a, you know, Kayla, she was great. She helped us get, get off the ground and get us going. So I, that's why we're here. I, you know, I sent that. Thank you.

So but yeah, what Andrew's talking about is he sent Kayla a really nice email. I mean you guys are great to work with too. I know you're here, you know, talking about how Val's helped you guys. You guys are great to work with and, and you know, that is why we wanted to get you on to talk about. It is as you said, I' really nice email to Kayla. I mean it is, it is fun working with, with folks who, who are, are fun to work with. Right?

Yeah.

So of course. Is there anything, you know, this is all, you know, awesome is, is there anything else that a dealer who's looking at volley should know?

Embrace it. Don't, don't be afraid of the change. It's going to be a good change. Yeah, that's all I could say.

Awesome. No, it's, it's true. You know, there's feel about having the, the base full all the time.

Oh I mean they're, they're happy, techs are happy. It's, it's just been a trickle down, you know, from the, from the bdc. So it's, it was been a record year for us for sure.

Oh, that's awesome. What is your leadership feel about Valley?

They love it. They love me for launching it too. They said good job. So. No, but they, no, they've been absolutely over the moon about it. I mean I've, I've pitched it to another sister store of ours and they're actually signing up with you guys soon. We one another dealer from our 20 group, we were able to get on, on board as well. So they're, you know, everybody that we have relationships with. We're kind of sharing the, sharing the wealth a little bit with you guys.

So how do your agents enjoy using it day to day? Because they're logged in pretty much the whole time they're working. So how do they enjoy.

No, they responded at the beginning. It's you know, just like anything new. It's, you know, you just got to give it a chance and once they got going on it, it took off and they love it. They Wouldn't want to go work any other way. They would. They don't want to go backwards back to the old way. They weren't making as many appointments. And you know, we have volley alongside a pay plan that incentivize. Incentivizes showed appointments. So it's just, it's like throwing gasoline on fire is what it is. Just. It takes off. So.

Yeah, that's awesome.

Yeah.

So the, the agents, you know, obviously anything new is. Anything that's a change, you know, can be a little tough. But how was the implementation? Was it, was it easy?

Yeah, I mean, well, like any software, yeah, you gotta, you gotta learn a little bit. But yeah, it was. I mean, if I can learn it, anybody can learn it. It's very, very straightforward, very easy. It's, it's not complicated at all. Once you, once you play around with it for a little bit, just like any other software, it's, it comes second nature. So it's, it was, it was a easy launch. We had a, you know, Kayla, she was great. She helped us get. Get off the ground and get us going. So I, that's why we're here. I, you know, I sent that. Thank you.

So. But yeah, what Andrew's talking about is he sent Kayla a really nice email. I mean, you guys are great to work with too. I know you're here, you know, talking about how Vale's helped you guys. You guys are great to work with and, you know, that is why we wanted to get you on to talk about it is you sent a really, really nice email to Kayla. I mean, it is, it is fun working with, with folks who, who are fun to work with. Right?

Yeah.

So, of course. Is there anything, you know, this is all, you know, awesome. Is there anything else that a dealer who's looking at volley should know?

Embrace it. Don't. Don't be afraid of the change. It's gonna be a good change. Yeah. That's all I could say.

Awesome. No, it's, it's true. You know, once, you know, we. With Valley, we tend to say that dealers who, once they get rolling, they kind of stay in motion. Right. You know, they, the, the productivity increases and it really just starts to compound. So I think that's a great thing. So, Andrew, really, really appreciate you taking the time, truly mean that and hope you have a great day.

Awesome. Thanks. You too. J.