The Challenge
Elmhurst Ford needed to increase service appointment volume while maintaining appointment quality and keeping no-show rates low. Relying heavily on inbound customer calls limited the dealership's ability to proactively reconnect with existing customers, fill available service capacity, recover missed opportunities, and generate additional business from its customer database.
Our Solution
Worldwide BDC implemented a structured Service BDC strategy centered on proactive outbound customer engagement. The team contacted customers for service reminders, overdue maintenance, declined-service follow-ups, missed appointments, and other service opportunities.
The strategy focused on dramatically increasing outbound phone activity, re-engaging customers already in the dealership's database, converting conversations into qualified service appointments, confirming scheduled visits, following up with no-shows, and maintaining a consistent customer experience throughout the process.
Results
Over the seven-month period:
10,035 total service appointments scheduled 18,591 outbound phone calls completed Monthly appointments increased from 1,097 to 1,722 57% growth in monthly service appointments Outbound calls increased from 99 in January to 3,896 in July 3,835% increase in monthly outbound call volume No-show rates remained between 5% and 7.3% Appointment growth was achieved while maintaining appointment quality and a consistently strong show rate
The results demonstrate how a disciplined outbound Service BDC strategy can turn an existing customer database into a reliable source of additional service traffic while supporting customer retention and dealership revenue.
