Your #1 source for auto industry news and content


How fills in the gaps when managing service appointments

Proactive Dealer Solutions emerged as the BDC experts and pioneered the BDC concept, which has evolved into not just BDC but better customer experiences for the entire dealership. Today PDS continues to train and implement processes for better customer experience and modern retailing, while also developing SaaS services that further this cause. 

Proactive Dealer Solutions has developed and launched and Lawson Owen, CEO of Proactive Dealer Solutions, joins the show to discuss the product and why this might be the next best thing for your service drive. is a digital voice assistant, specific to service. 75% of calls to a dealership can be handled without a human. Owen says they’re able to shorten the interaction with the customer. can handle any volume of calls at any point in time. The average service drive loses 30% of its calls.

Owen says they are seeing the vast majority of people don’t mind dealing with the technology. Less than 10% of customers ask for a representative when waiting. With the integration of the scheduling tool and the DMS, is able to shorten the engagement call for the customer.

Owen recommends dealers start with after-hours and overflow. They’re able to set it up to where if your call failure rate goes over 10%, then steps in. Owen says you have control over what you want to do. The market is almost demanding us to get better says, Owen. The expectation of the consumer is greater now more than ever been. Is your dealership prepared to handle that volume of business? Owen says some stores, regrettably aren’t.

For more information visit:

Did you enjoy this interview with Lawson Owen? Please share your thoughts, comments, or questions regarding this topic by submitting a letter to the editor here, or connect with us at

Be sure to follow us on Facebook and Twitter to stay up to date or catch-up on all of our podcasts on demand.

While you’re here, don’t forget to subscribe to our email newsletter for all the latest auto industry news from CBT News.

CBT News
CBT News
For over 10 years, CBT News has been informing and helping automotive retail professionals grow their businesses and thrive in their careers through an awarding-winning, on-demand streaming platform. With exclusive interviews featuring the biggest names in the industry, daily newscasts, up-to-date market data, and exclusive articles covering the latest trends, CBT News is your #1 source for auto industry news and content.

Related Articles

Manufacturers In This Article

More Manufacturer News

Latest Articles

From our Publishing Partners