Case Study: Business Development Center (BDC) achieves increased Service traffic and revenue with CDK Global

Grow your service business through your BDC

Business Development Center (BDC) faced the challenge of growing Service revenue and fixing operational inefficiencies—scheduling bottlenecks, fragmented appointment channels, and limited outbound/inbound engagement—so technicians and advisors could focus on higher‑value work and improve CSI. To tackle this, the BDC partnered with CDK Global, using CDK Consulting and on-site CDK Global consultants to redesign BDC workflows and appointment processes.

CDK Global helped centralize appointment‑setting, coordinate OEM/website bookings, limit hourly appointments to reduce bottlenecks, increase outbound and inbound Service calls, and institute daily BDC–Service coordination (including personalized video emails via BombBomb). The results were measurable: closing dealer maintenance leads rose to 39% (vs. 30% district), average monthly RO billing climbed to $198 (vs. $191 district), the team contacted 127 lapsed customers with only 26 no‑shows, and the 7–12 month first‑service rate hit 80% (vs. 65.8% district). CDK Global’s consulting drove clear gains in service traffic, advisor productivity, and revenue.

Business Development Center (BDC)

Jim Swistack

Service Manager