At Bowtie Solutions, We Value Customer Loyalty

Our Technology Works for You

Tech with a Human Touch

Automated answering systems? Everyone hates them—including you. So why make your customers suffer through trying to have a conversation with a machine when you don’t want to either.

At Bowtie Solutions, we are a people first organization—technology helps us work smarter, but it doesn’t replace our actual individuals. In this space, technology is a way to cut costs and enhance efficiency but that comes with a hefty price—customer satisfaction. Our technology is your asset. We integrate with your dealership, maximizing operations without diminishing the customer’s experience. Leveraging technology is essential in 2024 so you can stay competitive, but we know that customer issues can be nuanced and still need a human touch.

We mix tech with a human touch—speeding things up without losing the personal connection your customers love.

Our Technology, Your Asset

Scheduling Software Integration

Our programs integrate with your dealership’s scheduling system so we have direct visibility into your operation. With this insight we can operate as a member of your team, filling your white space and optimizing your service department’s scheduling. With access to your scheduling system, we’re able to apply service scheduling best practices that we know will eliminate idle bays at your store. An added benefit—we’ve found our scheduling software contributes to happier service techs. We know retaining techs in this industry can be a challenge and busy bays means happy customers and techs. When everyone’s time is used efficiently it makes for a better experience for everyone involved.

DMS Integration

When you partner with Bowtie Solutions, we onboard your store by incorporating our software directly with your Dealership Management System (DMS). This means all of your customer records are also in our system, which is constantly updated to ensure new customer information is added and our data remains up to date. We can work as one team with access to customer information. We can utilize DMS integration to track when customers are due for a service center visit and contact customers when their vehicle is on a recall list. This allows us to act quickly and efficiently for you and your customers.

Customer Metrics Tracking and Reporting

At Bowtie Solutions, we use advanced software, in tandem with your systems, to track your store’s BDC customer information. This allows us to provide you with in-depth daily reports and invaluable insights into your operations, keeping you fully informed every step of the way.

Metrics We Track and Why:

Needs of Incoming Callers

Understanding why people call your service department is crucial for smooth operations. It helps you allocate resources where they’re needed most. Are people responding to your service ad, or are they calling to complain about a specific service? By knowing these details, you can address issues promptly and improve overall customer satisfaction, ultimately managing your operations more effectively.

Wait Time

We believe in keeping wait times to a minimum, relying on metrics to help ensure we address all of the caller’s needs as quickly as possible. By tracking wait times, we maintain high standards and emphasize transparency with our clients. We want you to know exactly how long your customers are on hold when they call your store. Monitoring these metrics allows us to continually improve and keep wait times to a minimum.

Conversion Rates

Tracking outcomes leads to progress. When Bowtie Solutions executes an outbound campaign, our goal is to keep customers returning to your store. By tracking how many of the people we contacted via text or call were scheduled for an appointment, we provide valuable insights into the effectiveness of your campaigns. This metric not only helps you understand what’s working but also allows for continual refinement and improvement, ensuring maximum impact and customer retention.

Customer Satisfaction Scores

Through our outbound campaigns, we survey your clients to uncover any problem areas and ensure they feel seen and heard. Their experience matters to us, and we want them to know their feedback is valued. Our daily reports, paired with call recordings, are just one of the ways Bowtie Solutions leverages technology to keep you informed, our agents accountable, and your customers happy.

Our AI–Actual Individuals

Last but not least, our AI—Actual Individuals—are our greatest asset. We combine the benefits of technology, such as data tracking and management, software integration, metrics reporting, efficiency and speed, with the personal touch of real people. When you partner with Bowtie Solutions, you have real people manning your phones in real time. This sets us apart from other service BDC providers who have the same technology and software. Why? Because our Actual Individuals make all the difference, ensuring your customers receive the best service possible.

Actual Individuals + Technology is a Winning Combination

Our approach uses the benefits of technology while recognizing the essential need for a human element in our industry. By combining our software integration capabilities, customer metrics tracking and reporting, and our Actual Individuals, your dealership can stay closely connected with your service department’s performance. This comprehensive approach helps identify operational gaps and hidden revenue opportunities, allowing us to continuously improve your service BDC strategy. Ready to elevate your dealership’s service BDC? Contact Bowtie Solutions today to kickstart a winning strategy—the power of technology and our personal touch for enhanced customer loyalty and efficiency.