June 17, 2025

Better Together: How Service Advisors and BDCs Can Teame Up to Wow Customers

In today’s fast-paced automotive industry, providing great service is no longer just a nice-to-have — it’s a must. Customers expect quick responses, clear communication, and a seamless experience from start to finish. That’s why teamwork inside the dealership is more important than ever, especially between two of the most critical customer-facing roles: Service Advisors and Business Development Centers (BDCs).

While these two teams have different responsibilities, when they work together as one unit, they create a powerful customer experience that builds loyalty, drives repeat business, and strengthens the dealership’s reputation.

The Front Line and the Follow-Up Team

Service Advisors are the face of the service department. They’re the ones meeting customers as they pull into the service bay, listening to concerns, explaining recommended services, and ensuring each vehicle is taken care of properly. They have to juggle customer needs, technician updates, and time-sensitive repairs — all while building trust and delivering excellent service in real time.

BDCs, meanwhile, are often behind the scenes but just as essential. These team members handle incoming calls, respond to web inquiries, follow up on missed appointments, and send out service reminders. In many cases, the BDC is a customer’s first point of contact before they ever step foot in the dealership. Their job is to make sure no lead goes unanswered and no appointment falls through the cracks.

When both roles operate independently, customers may experience inconsistent communication, delays, or missed opportunities. But when they collaborate effectively, the result is a smoother, more efficient process that leaves a lasting impression.

Why Collaboration Between BDCs and Service Advisors Matters

Here’s how teamwork between these two groups creates a better customer journey:

1. More Efficient Scheduling and Communication

This division of labor means customers aren’t left waiting on hold or stuck in a busy lobby while their Advisor fields phone calls. Instead, they get the full attention of a dedicated professional, which enhances their overall experience.

2. Fewer Missed Opportunities

How often do leads get lost in the shuffle during a busy day? Without tight coordination, it’s easy for an appointment request or service follow-up to slip through the cracks. When BDCs and Advisors are aligned, they can share updates in real-time, keeping track of open issues, missed appointments, and follow-ups that need action.

This consistency helps ensure that every customer is contacted, every vehicle is tracked, and every opportunity is followed through to completion.

3. A Seamless, End-to-End Experience

From the first phone call or online inquiry to the moment the keys are handed back to the customer, a collaborative team provides a smooth, consistent experience.

For example, if a customer calls the BDC to reschedule a service appointment, and that update is immediately shared with the Advisor, the handoff is seamless. There’s no need for the customer to explain themselves again or wait for someone to “check the notes.”

It’s this kind of small but meaningful detail that makes a customer feel seen, heard, and cared for — and that’s what drives loyalt.

The Business Case for Better Teamwork

Beyond just creating happy customers, there are solid business reasons to strengthen the collaboration between your BDC and service staff:

Higher CSI (Customer Satisfaction Index) scores

Increased service department revenue through upsells and maintenance plans

Stronger show rates for appointments thanks to proactive follow-ups

Better staff morale due to fewer misunderstandings and overlapping duties

When both teams know their roles and communicate well, the entire dealership benefits. Service lanes run smoother, phones are answered faster, and customers are more likely to return for their next oil change — or even their next vehicle.

Building Stronger Communication Channels

So, how do you make this teamwork a reality? It starts with open, ongoing communication.

Set up daily or weekly check-ins between BDC agents and Service Advisors to review schedules, discuss no-shows, and share customer concerns.

Use shared systems and tools that allow both teams to access appointment updates, notes, and service history in real time.

Consider cross-training staff so BDCs understand common service procedures, and Advisors understand how BDC workflows and KPIs (like follow-up time) affect outcomes.

Even small improvements in how these teams work together can have a major impact on the customer experience.

A Real-World Example

Let’s say a customer calls to cancel an appointment for a brake inspection. The BDC takes the call and reschedules it for the following week. In a well-aligned system, the Service Advisor sees the update instantly. When the customer arrives, the Advisor greets them by name and mentions the previous cancellation — a small gesture that shows they’re paying attention.

That attention to detail doesn’t go unnoticed. It creates a sense of professionalism and trust that keeps customers coming back — and recommending the dealership to friends and family.

Final Thoughts: When Teams Work Together, Everyone Wins

At its core, great customer service is about making people feel like they matter. When Service Advisors and BDCs work together, customers feel seen, valued, and supported — not just during their visit, but before and after, too.

In an industry where loyalty is earned one interaction at a time, that kind of teamwork is priceless.