01 - THE PROBLEM
Cleveland Ford was generating over 1,100 repair orders every month. The traffic was there. What wasn'tthere was a BDC built to convert it.
Their previous setup left appointments unconfirmed, shows inconsistent, and close rates well below what the traffic volume should have produced. When they came to us, we didn't need to rebuild the store — we needed to build the process around it.
March, April, and May — a snapshot of what we built together. Here's what we produced.
02 - THE SOLUTION
A proven system, installed from day one.
We didn't experiment. We ran the same process we run for every client — built around three non-negotiables:
- Structured confirmation cadence — every appointment confirmed at booking, followed up 24 hoursout, and checked in morning-of. No ghost appointments.
- BDC scripting built for commitment — calls framed around urgency and the customer's specific need, so when someone books, they intend to show.
- Real-time performance tracking — using the Worldwide BDC platform to monitor show and close rates weekly, not at month-end, so we could press harder where it was working
03 - THE RESULTS
Three months in. The numbers speak for themselves.
413
APPOINTMENTS SET
172
TOTAL SHOWS
38
VEHICLES SOLD
Month
ROs
APPTS
SHOWS
SHOW RATE
SOLD
CLOSE RATE
March
1,170
156
59
37.8%
17
10.8%
April
1,233
130
50
38.5%
10
7.2%
May
1,119
127
63
49%
11
8.7%
- By month three, show rate hit 49% — the highest of the quarter — with fewer appointments booked thaneither previous month. Quality compounding over time.
- 38 vehicles sold across three months from a service-lane BDC process alone — with the store's own traffic,no additional ad spend.
- The trajectory is up. As the process matures, these numbers have room to grow — and we're just gettingstarted.
Worldwide BDC