What You Will Learn

Great experiences in your service drive aren’t possible without a strong service BDC manager leading the charge. This program provides the tactical processes and structure alignment necessary for a highly functioning Service BDC. Begin with a shift towards a more customer-centric mindset to improve lead engagement and your overall CX. Establish a foundation for lead management by clearly defining how standards and expectations link to your dealership’s overall goals and KPIs. Ensure daily processes, workflows, and activities levels are all working together to support the needs of the business and create revenue opportunities for your service department.

  • Activity Management

    Best practices for agent activity management and how to build workflows for effective engagement & follow-up.

  • Performance Management

    Coaching and performance management strategies that ensure your team executes on hourly & daily expectations.

  • CX Management

    Strategies for improving customer experience and the importance of management awareness & synergy.

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Meet Your Trainers

Instructor Bio:

Mike Overy, Managing Partner of Proactive Dealer Solutions, has been inspiring management teams in the automotive industry for over 30 years. Mike has become one of the most respected names in the automotive industry and a highly sought after automotive industry speaker with endorsements by manufacturers, automotive associations, and automotive groups.

Mike Overy

Managing Partner


"Everyone in my store has been certified in the program including, and most importantly, all my managers. Our team better understands lead and process management and how to measure our success better than ever before.” ~ PAT PRESTON, DEALER PRINCIPAL, PRESTON SUPERSTORE

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