Volie Rally: Why we are a perfect fit for service BDCs

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Hello, and welcome back to another Volley rally or weekly show where we hope to bring you some good information. Scott, Today we're going to be talking about exactly why we are a perfect fit for service. Last week on our first episode, we kind of touched on that a little bit and what value you were looking to bring to the service department. But this week, I want to take a little bit of a deeper dive into exactly how we're perfect and also share some, some statistics that back that up. So thanks for taking the time and let's get into this.

Sure. And we're going to do a sales one right in, in, in a few weeks as well.

For sure. For sure.

Yeah. As we mentioned on the last podcast, we started with service because just frankly, there weren't any cars for sales BDCs to use, and we solve a lot of problems for a service. BDC first and foremost, is managing your inbound business. It is. A lot of dealers feel like they've got a good handle on it. They're measuring it because of stats from their VoIP system. But really, you, you don't really quite know unless you've got a system like Volley to manage inbound. As we mentioned on the, on the show last week, 62.8% of the people who you miss are not going to call back. So it's very, very important that you call people back that you miss and, and you'll get, you'll get way more than half of them.

And if we could, where does that 62.8% number come from?

We looked at 400,000 missed calls and, and then followed them forward for a time period to get that number. So it was across multiple dealer groups and of course, 400,000 customers.

So this is live data that we took with real phone calls that we analyzed. 400,000 calls?

Yeah. Yep. And we didn't know what the number would be. It was kind of frightening to know it. I, I hope for our customers sake that most of them were status checks. Of course, we know that quite a few of them weren't. So it's very important to manage the business that people have coming your way, first and foremost, the business they're trying to give you. So that's the first big thing you get out of Ollie and you get real time dashboards to manage it while you're working. And in fact, it's stress, stressful looking at the dashboards and seeing calls on hold and such. I know that. I know people love and they hate that as well. In addition to managing those that your drop rate and such. 83 point. Well about 83% exactly. You're going to get a DMS match and a screen pop with who the customer is and the cars they have when they call in. The 17% are either new customers or a current customer calling from an office phone. That's not associated with a record at such. But think about that. If you get a screen pop with who's calling, think of how much better your greeting can be when you answer the phone. Think about the time you spend. Which one of our customers tracked and they told us before and after they saved 26% on their, on their time just because they didn't have to ask who the customer was, what they're driving, enter, look it up. It saved them a lot of time. So it's a better customer experience. On top of that, when you're managing inbound through a platform like this, you have stats like ignores by your agents. Every time an agent ignores a call, that's an extra 9 seconds someone's on hold.

Everybody hates being on hold these days. So anytime that we can track and, and bring that down is, is a big win for the dealership too because people already don't like to call into the dealership.

Yeah, I mean they just want help. Right. They don't want to want to be aggravated. Nine seconds is a long time. I suggest every one of you guys pause this, don't say anything for nine seconds and see how long that feels. We had a large dealer group in Chicago and they said to us, you know, geez, we have high hopes for this. Our BDC is, is new. Within a year we really thought we'd grow the business and, and, and it didn't happen. Well, they plugged in volley. Their drop rate was over 30%. 3 out of 10 people were not getting help. Etc. They were doing zero outbound calls and they weren't growing their business. I mean, no wonder. Well, very quickly they got their drop rate to about 10%. Nowadays they make thousands of outbound attempts as well. Their drop rate is well below 10. They, they make a hundred outbound appointments, customer pay appointments every month. Not a hundred, a thousand. This dealer group. So just think of the impact you guys can all take what your average RO is and think of the benefit you're going to get managing your inbound and proactively making those next most important outbound calls. We are kind of like your though we're not a BDC for your service department, we're kind of a service BDC that helps nudge your agents and keep them productive. The managers don't have to because Volley Volley does it. It gives you real time feedback.

Volley's the manager. And what types of campaigns? You know, we want to take in all of your campaigns. What types of service campaigns do you see working the best in in Valley?

Well, certainly we can serve them up in any order they want. It is our job to help execute the dealer strategy. That includes telematics call, you know, connected car calls. We, our customers do tons of those. They automatically come into Valley. We've got a dashboard for it recalls. There is not an easy way to manage that with a desk phone, especially considering the availability of parts goes up and down with Volley. Those are loaded in. You can shut those off with a button and then turn them back on when you get those parts back in. Service retention is the backbone of, of building your customer payroll. Whether it's lists you get from the manufacturer or just simply pulling them out of your dms, Customers want to be helped and, and, and proactively calling those service retention customers. It does two things. Number one, every, every outbound appointment you make, you sped up the time they're going to come in. If you can speed up your database enough, you will, you will grow your business. Secondly, if there's a large portion of them that might have went somewhere else, out of sight, out of mind. So you're, you're recouping some of these lost customers. That is just key because we're entering our third year of less inventory. And if your loyalty rate stays the same, then your, your ros are going to drop because you're dealing with less customers. It's really, really important to, to build that business.

So it sounds like to me that the reasons why you consider service really, really an easy implementation for Volley is because we're going to combine all of their campaigns in the various calls they want to make, including text and email as well, into one place. Which is going to make it easier for the agents to go from customer to customer. They're going to take out a lot of the manual work on there, all while helping the managers manage their call campaigns, track things, reporting and all of that. Is that how it all comes together?

Yeah. You're going to manage inbound business. On average, your outbound attempts are going to increase by a factor of eight, which also allows you to get to some of these things that are hard to get to, like CSI calls and, and appointment confirmations. First, service campaigns. We have a lot of dealers who always want to implement those and they don't get to them. You know, we make it easy to do it and help them grow their business.

Any, any last second things you want to add here?

Just love, love working with these service BDCs. They're all working really hard. We've helped them work more hand in hand with, with their service advisors and we feel privileged to do it. And I guess that's about it. We can really help them.

Great. Have a great day, everyone.