BUSINESS
DEVELOPMENT
CENTER (BDC)

Driving sales efficiency and customer experience

BUSINESS DEVELOPMENT CENTER (BDC)

Effective customer communication is a cornerstone of dealership’s growth, spanning both inbound enquiry handling and proactive outbound communication.

CALL
HANDLING

CONTACT
CENTER

EVOLUTION
FROM CC
TO BDC

SUPPORTING
BUSINESS
GOALS

OMNI-
CHANNEL
COMMUNI-
CATION

OMNICHANNEL
COMMUNICATION

BUSINESS
DEVELOPMENT
CENTER

INTERNAL
PROCESS
CONTROL

360°
CUSTOMER
LIFECYCLE
MANAGEMENT

360°
CUSTOMER
LIFECYCLE
MANAGE-
MENT

The BDC of the Future

IMS’s proprietary program designed to support the implementation and management of BDC in automotive sales and aftersales.

We model the customer service journey aligned with the dealership's business goals and OEM/importer standards. We select effective IT tools and implement transparent reporting structures. We also support the recruitment, training, and ongoing development of both BDC managers and agents.

Implementation stages

Audit & recommendations

Sales and customer service processes
Customer touchpoints (phone, email, chat, forms, OEM systems)
Employee competencies and skill sets
IT and telecommunication systems
Customer and prospect databases
Organisational objectives and priorities

Detailed implementation plan

Target process map
Required human resources
Customer lifecycle model
Launch timeline and stages
Recommended IT and telecom tools
Training and internal communication plan

Rollout process

Recruitment of BDC agents and the manager
Deployment of Call Centre software, telephone switchboard and mobile apps
Process and product training
Change management communication
Go-live and and transition to new sales and customer service processes

BDC management

Monthly process efficiency review
Performance reporting
Regular management and employee training
Employee evaluation and HR recommendations
Recruitment and onboarding
Advisory support for new sales and customer service growth projects

Program benefits

Effective customer
service process

Boosting sales
funnel conversion

Building customer
relationships and loyalty

Improved efficiency
and profitability

Up-selling products
and services

Accurate
reporting

Effective customer service process

Boosting sales funnel conversion

Building customer relationships and loyalty

Improved efficiency and profitability

Up-selling products and services

Accurate reporting

OUR OFFER

Explore our training and development programs

VEHICLE & SERVICE
SALES

AFTERSALES
SERVICES

DEALERSHIP
MARKETING

QUALITY STANDARDS
& PROCESSES

SALES FUNNEL MANAGEMENT

MANAGEMENT
REPORTING

HUMAN
RESOURCES (HR)

DIGITALIZACJA
SALONU

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