The Challenge
Bev Smith Toyota operated a high-volume service department averaging more than 2,100 repair orders per month, but lacked a structured process for converting service customers into vehicle sales opportunities. Appointments were being scheduled, but without a disciplined follow-up and conversion strategy, significant sales potential was being left on the table. The dealership needed a repeatable system that could transform service traffic into measurable sales results.
Our Solution
Worldwide BDC implemented its proven service-drive engagement program across the dealership's service operation, focusing on three key areas:
Structured appointment confirmation workflows including booking calls, 24-hour reminders, and same-day follow-up. Close-committed BDC scripting designed to establish buying intent before customers arrived at the dealership. Real-time performance tracking through the Worldwide BDC platform, providing daily accountability and optimization opportunities.
This process helped convert passive service traffic into active sales conversations while maximizing the value of existing dealership traffic.
Results
Over a three-month period (March–May 2026):
6,508 total repair orders covered 820 appointments set 149 vehicles sold 18.2% average appointment-to-sale close rate Highest monthly close rate reached 20.1% in April Appointment volume increased from 267 appointments in March to 283 appointments in May Achieved 149 vehicle sales from existing service-lane traffic without additional advertising spend
The program consistently increased appointment volume while maintaining industry-leading close rates, proving the effectiveness of a structured service-drive BDC process.
