Unlocking Potential through Professional Lead Management in Aftersales
I still recall conversations with service managers saying: "We’re booked out for months – we have to turn down jobs rather than generate new ones." Back then, alongside routine service and repair work, some manufacturers added 20–30% warranty jobs on top. Dealers selling high volumes of new and used cars faced additional pressure preparing deliveries in the workshop.The result? Massive strain on dealerships and frequent friction between sales and service. Both departments operated at full capacity, competing for appointments, staff, and resources.
Fast forward a few years: the landscape is changing.
Warranty costs are declining for some brands. Vehicle sales have plateaued in places. And as many experts predicted, electric vehicles require less maintenance—reducing workshop utilization over time.
This is not a negative trend. Quite the opposite.
It’s an opportunity — if we seize it.
Connected Cars: The Perfect Lead
Manufacturers have equipped dealers with powerful tools: intelligent, connected vehicles that proactively signal service needs or faults—often “over the air.” This is, in theory, the perfect lead:
- A concrete need
- Direct from the vehicle
- At the right dealer
- At the right moment
Yet, too often, these leads go nowhere. Data sits idle in systems because processes and responsibilities are unclear. Without structure, opportunities vanish.
The Organizational Gap
Service advisors understandably prioritize immediate tasks: customers at the counter, current vehicles, complaints, parts approvals.
Proactive outreach? Rarely possible.
Service assistants are equally stretched. "We have no capacity"—a phrase I hear in nearly every project.
But dig deeper, and it’s less about capacity and more about organization.
The first step is clear:
- Separate front office and back office
Customer-facing tasks belong in the front office while administrative and digital tasks—online bookings, connected-car leads, callbacks—belong in the back office. - Enter the Business Development Center (BDC)
The next evolution is the BDC—a Business Development Center.
A true competence hub that relieves the front office and actively drives market engagement. The BDC handles:- Inbound and outbound calls
- Callbacks and open service needs
- Quote follow-ups
- Targeted campaigns
The result? Real revenue growth.
But let’s be clear: A BDC is not a “call center in the basement.” It’s a sales department within the service business.
People Make the Difference
BDC success hinges on talent. Friendly voices alone don’t guarantee sales.
Active lead management demands charismatic professionals—people who inspire trust, engage customers, and sell confidently.
"Aftersales is no longer just about scheduling appointments—it’s about selling over the phone."
This mindset shift is critical. Many dealerships still assume orders will come in naturally. Poor phone accessibility often hides behind excuses like: "Customers prefer personal contact."
In reality, poor accessibility costs revenue.
From Reactive to Proactive
Professional lead management breaks this cycle. It transforms service from reactive order processing to proactive market engagement. "From order processor to active service salesperson—that’s the path successful dealerships are taking now."
The Winners of Tomorrow
Dealerships investing today in organization, processes, and lead management will lead tomorrow—not by reacting to market changes, but by shaping them.
At rpc, we guide this transformation — from traditional service structures to modern, sales-driven Aftersales organizations.
Our mission: Build sustainable frameworks that unlock potential through professional lead management, streamlined processes, and passionate people who sell with confidence.
