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April 28, 2025 65 mins

Vin Micciche breaks down the operational intricacies of modern service departments. The episode covers Strolid’s eight-page onboarding process for aligning BDC agents with dealer-specific workflows, optimizing scheduler capacity to reduce “declined appointment” rates, and bridging communication gaps between sales and service teams. A case study reveals how proactive recall management campaigns can boost warranty revenue by 25%. Key insight: “Every ‘we’re fully booked’ response is a missed chance to build lifetime customer value.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to Service BDC Complexities  
04:26 - 8-Page Onboarding Deep Dive  
07:51 - Scheduler Capacity Optimization  
16:07 - Recall Management Case Study  
22:47 - Bridging Sales-Service Gaps  
31:15 - Declined Appointment Strategies  
42:00 - EV Service Challenges  
51:20 - Future of Service BDC  
58:30 - Key Takeaways & Action Steps  

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