Big BDC Impact

Case Study

Mike Patton Ford

Client Overview:

Mike Patton Ford is a trusted dealership serving drivers in the community, committed to delivering exceptional customer service and building lasting relationships with every interaction.

Located in LaGrange, GA, this dealership has an intense focus on community, outreach, and customer service. Cory Vaughn, Operations Director, shared insights on the relationship between Better Car People and Mike Patton Ford.

Better Car People's Impact

• 55% engagement rate from shoppers who entered the market
• 58% of total activities converted into meaningful engagement opportunities
• 20% appointment set
• Average response time of 1 minute and 15 seconds to every lead

Challenge

Before partnering with Better Car People, Mike Patton Ford faced the universal dealership challenge of managing high lead volumes while maintaining quick response times and consistent follow-up. With over 2,000 leads coming through the door in a nine-month period, the team struggled to ensure every opportunity received immediate attention. Lead response times lagged, follow-up became inconsistent, and potential customers were slipping through the cracks. The sales team needed to focus on what they do best - selling cars - but found themselves bogged down in the time-consuming work of qualifying leads and setting appointments.

Solutions

Better Sales BDC transformed Mike Patton Ford's lead management process. Better Car People's fully managed Sales BDC solution provided the dealership with dedicated U.S.-based automotive specialists who handled every incoming lead across phone, text, and email—seven days a week. The service integrated with their existing CRM, ensuring visibility and tracking of every customer interaction.

Better Sales BDC's persistent 90-day follow-up cycle ensured that no lead went cold. While salespeople previously made a few attempts before giving up, Better Car People's team systematically worked every opportunity through the entire sales cycle. The combination of live agents and Sales AI technology meant leads received immediate, personalized responses that kept prospects engaged and moving toward appointments.

"Better Sales BDC became an extension of the dealership team. We take the time to understand our partner’s inventory, process, and customers. Every conversation is handled professionally and every lead was worked to its full potential." Marija Cvetkovska, Better Car People

Results

Exceptional Lead Engagement

Out of 2,016 total leads, Better Sales BDC achieved 1,115 engaged prospects—a 55% engagement rate. This meant more than half of everyone who entered the market actively communicated with the dealership, keeping Mike Patton Ford top-of-mind throughout their buying journey.

“The engagement numbers speak for themselves. Better Car People doesn't just answer the phone—they build relationships that lead to sales.”

Maximized Activity Value

The dealership generated 28,342 total activities across all communication channels. With 1,175 meaningful engagement opportunities created, 58% of all outreach resulted in productive conversations. The team never wasted time on dead-end pursuits, focusing energy where it mattered most.

“I've seen a consistent improvement in our overall ability to engage and connect with customers since partnering with Better Car People.”

Consistent Appointment Setting

Better Sales BDC scheduled 361 confirmed in-store appointments, representing 20% of all leads and 32% of engaged prospects. By qualifying leads and confirming genuine buying intent before appointments, the close rate on showroom traffic increased dramatically.

“The 24/7 attention to these leads has resulted in a steady stream of connections and appointments that consistently convert into sales, making this an invaluable part of our business.”

Lightning-Fast Response Times

With an average response time of just 1 minutes and 15 seconds, Mike Patton Ford ensured every lead received immediate attention when interest was highest. This responsiveness built trust and momentum that carried through to completed sales. “Their well-trained agents provide consistent follow-up to every internet eligible lead, ensuring fewer customers slip through the cracks.”