DCC
The 
DCC or Digital Communication Center is in the concept and ideas stage but is in the future. The Event Planner was created for Marketing, but also has the right combination of digital products creating a more efficient, least intrusive way to communicate with customers and employees. I see the current BDC or Business Development Center evolving into a DCC or Digital Communication Center. The following is a list of ideas:
A “Digital Hub” will be created within each dealership
A minimum of 1 rep from each Service/Parts/Detail, Internet/Sales Calls/Leads, Receptionist/Accounting/HR
A Receptionist/Accounting/HR person handles EVERY incoming call with a set up for overflow within the DCC. Applications will now be eSignature online. This person will transfer all calls to the person asked for or to the appropriate rep within the DCC.
A minimum of 2 reps is needed for Service/Parts/Detail
1 for Service Reminders/Appointments, Digital Marketing (Create digital pieces to send to your service customers) Put an “I’ll be There” or “Please Reschedule” with a comment box. will show you how to use Artificial Intelligence to “Read” your responses and help you form future advertising and marketing. Much more coming on Artificial Intelligence at the end.
1 for handling all calls pertaining to service transferred by Receptionist as many get dropped on the way to and from service or the customer gets put into eternal “Hold”
A minimum of 3 reps for Internet/Sales Calls/Leads
1 for Internet Leads, using Digital Marketing pieces created for sales.1 for Sales Calls/Internet Leads1 for Appointments/Confirm- use digital appointment confirmation cards with a “I’ll Be There” or “Please Reschedule” with comments and again, this is where a properly used AI can really cut your costs, and has unlimited potential and reach. Plus, we all know your managers weren’t making the “Confirm Appointment” calls anyway, so they will love this!!
These are based on approximately 100 vehicles sold per month with consideration given to CP in Service.
Reduce your number of employees, but have a much more efficient system
Don’t manage by the 50-100 calls a day method. Stop paying companies for phone training when they need Digital training
Artificial Intelligence- This one I’m still wrapping my head around, but the potential is STUPID!
This is going to happen as I’m continuing to work on ideas for the DCC and it will be ready for the first conversion.
Adding the Digital Communication Center to your Dealerships will make you much more efficient and make your employees’ jobs much easier, allowing for more creativity and ideas and making everyone feel more involved.
As you can see with the conversion to a Front to Back Digital/Paperless eSignature system is the number 1 Goal, but adding the Event Planner and DCC will give you everything you need to ROLL the next 124 years.
If anyone has any additional ideas, please email me and I look forward to seeing you in your stores,
