When veteran fixed operations director Nick Latino joined Parkway Toyota in November 2020, he set two priorities — grow service volume at least 25 percent and gain efficiency. The best way to achieve these, Latino felt, was to establish a service department-only business development center.
"The service department BDC is the backbone of the service department," says Latino, 60, from his office at the Englewood Cliffs, N.J., dealership.
From his desk, he can see the service reception and customer waiting areas. Likewise, customers can see Latino behind his desk — when he is not out circulating.
"I like to let customers know we're there to do the right thing for them," he said.
The BDC handles inbound customer calls for things such as service appointments, and also initiates calls, emails and text messages to drum up business from customers who, for instance, declined recommended service on their last visit.