2. History
Company
Established in 1993, DGA Auto has over 29 years over Automotive BDC
experience. Located in Bonita Springs, FL, DGA Auto specializes in
providing customized BDC solutions for dealers across North America.
Context
3. BDC Experts
Workforce
Management
“Great Place To Work”
culture with an industry
leading 28.4% turnover
rate. WFM software to
anticipate work flow
needs.
Quality
Assurance
Quality assurance team
that live and post
monitors employees for
quality.
Learning
Management
Ability to properly train
employees on demand
with customized learning
modules.
Communication
Channels
Communicate with your
customers based on their
preference: phone, text,
email, chat, social media,
and more.
4. Sales BDC Programs
Internet Leads
Lead Response Time
Lower lead response
to under 5 minutes for
all lead sources with
detailed reporting to
analyze your sources.
Phone Support
Engagement
Custom campaigns
designed to reach your
customer and grow your
business.
Chat/Social
Answer Times
Answer all
communication channels
with a 99.5% ASF or
higher.
Phone Social Conquest
5. Hertz Car Sales Before DGA Since DGA
Total Leads 9,500 12,500
Inbound Phone Calls 7,000 12,000
Chat Sessions 0 6,000
Average Response Time No Data 2.75 Minutes
Customer interactions 150,000 Over 275,000
Contact percentage 30% 40%
Appointment show rate 50% 50%
Lead Conversion Rates 11% 17%
6. Creating a BDC Process
Qualify
Accept all leads and
reach out to
customers to
determine interest
level and buying
potential.
Nurturing
Provide relevant
information about
the company and
products.
Reservation
Schedule the
customer with a
sales advisor or
assist them through
the online
reservation process.
7. BDC Reporting
Lead Assignment
Lead assignment by
store, sales person,
and region.
Lead Summary
Summary by store,
sales person, and
region: closing rates,
appointments,
shows, lead to sold,
contact type and
lead source.
Export Function
All reports will
include export
function to CSV for
both custom and
ready-made reports.
Report Summary
Daily, weekly and
monthly report
summaries sent to
leadership team.
12. 02.30.23
BDRs training begins on
your dealership policies,
customers and brand.
03.15.23
Dashboard Customization
Completed
03.30.23
Technical Setup Completed:
CRM and communication
channels: phone, email and
texting are ported and setup.
04.01.23
DGA CRM Training for EVM
04.15.23
BDC Launch Date
