This is a YouTube video titled "Scaling a BDC Across 30 Dealerships | Fred Beans Success Story" featuring Julianne Falls, the BDC manager of Fred Beans Automotive Group. The content is a detailed monologue where Julianne discusses the benefits and operational efficiencies of centralizing the BDC across 30 dealerships, the use of the Volley system for scheduling and reporting, and the positive impact on customer experience and management oversight. The video was created in August 2025.
Hi, my name is Julianne Falls. I am the BDC manager of Fred Beans Automotive Group. Prior to us coming in as a BDC, it was maintained inside of the dealerships with the ASNs and the cashiers. So really we opened the doors to having a centralized BDC November of 2021. When we did so, we started with 18 dealerships, was as many as we had, and of course we gradually added them on and we are now up to 30. Having a centralized BDC has made things really easy. Taking that control away from the dealership and giving us the ability to make those appointments allows us to be the most efficient dealership. Proof that we can be. One of the great features of Volley is that I'm able to divide the work load as I need to. So recently I took on with 30 dealerships and 15 agents. If I have one store that's maybe overwhelmed or overbooked, I can always use one of my other 29 stores to get a customer in. With Bali and with the scheduling system and they both speak to each other, we're able to flip a call that came into one dealership and go into the scheduler for another dealership, making that an easy transition. Another aspect that I really, really like is in my bdc, we've put up three large display television screens and that displays our live dashboard at all times. Our drop rate for the day is also displayed as well as any of those return missed calls and the adjusted drop rate, which is nice to see because it really does show the effect and the impact of our efforts that we make to return those calls and dropping that drop rate all day long in front of them is their accountability as well as the room's accountability for what we're doing that day, what we're responsible for that day, and how well we're keeping up with the demand that's in front of us. One thing that I have been complimented on by our directors and our upper managers is the fact that anytime they want a statistic, I'm able to produce it almost immediately. With the reporting that's available in Volley, we can deep dive into almost any statistic, probably down to how many appointments we set on a day when the wind's blowing from the west. Through the reporting in Volley, I'm able to really hone down everything that we do and show that return on investment. For example, my outbound appointments that I set in the month of November averaged out to around $478 per ro all customer pay. Volley has made the customer experience at Fredbean's on the service side, so much better and so much more complete. We're able to take the time with the customers, we're able to be present with the customers. One of the great things too about using our other dealerships is we're able to make that transition for the customer very, very seamless in the way that we can go into our scheduler to any of our 30 dealerships and look at the availability and offer that to the custom on their original phone call without asking them to call back into another dealership. Customers don't have to call back a second number. We can take care of everything on one call. It's made it very efficient, very nice and very organized for everyone. Training a new agent takes between a week to two weeks. On the first day they learn the scheduling system and Folly Folly has some great training tools all available through the help and support system there in the Volley system itself. The agent's overall opinion of Volley is actually really positive. Anytime we need to change gears, anytime we need a new campaign or we take on a new dealership, which we've done seven times this year, it's been a seamless transition with Volley's assistance to where the agents are able just to pick up the ball and run. From the call screen itself, you've got a script, you've got a dropdown that's going to allow you to see all of the ins and outs of each dealership from hours or any special one offs, vendors, transportation types and so forth. I can tell you that all of our directors and all of the upper managers are extremely impressed and happy with what we've been able to achieve. And we've been able to achieve that through the skills and the system of Ollie. I have been really excited over these last three or four years with Ollie to watch them grow as we've grown and I look forward to seeing where they take us next.
