Fletcher Jones Motorcars and UDC Expand BDC Services Agreement

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UDC, the nation's leading high line retail automotive consulting firm, today announced the expansion of its Business Development Center (BDC) software and services agreement with Fletcher Jones Motorcars of Newport Beach, the #1 Mercedes-Benz dealer in the nation. Under the new agreement, UDC will now provide BDC sales and service consulting, software, training and support to all 15 Fletcher Jones Family of Fine Dealerships.

Our business has continuously grown since we began our partnership with UDC. Their CRM solution, along with the continuous training has assisted in the development of procedures that have unified our efforts and created accountability at every level.

UDC, the nation's leading high line retail automotive consulting firm, today announced the expansion of its Business Development Center (BDC) software and services agreement with Fletcher Jones Motorcars of Newport Beach, the #1 Mercedes-Benz dealer in the nation. Under the new agreement, UDC will now provide BDC sales and service consulting, software, training and support to all 15 Fletcher Jones Family of Fine Dealerships.

"UDC has done an excellent job accommodating all of our needs," said Heather Lewis, business development director for Fletcher Jones Motorcars in Newport Beach. "Our business has continuously grown since we began our partnership with UDC. Their CRM solution, along with the continuous training has assisted in the development of procedures that have unified our efforts and created accountability at every level."

UDC will establish BDCs throughout the entire Fletcher Jones retail dealer network, which includes automotive retail operations in Hawaii, California, Nevada and Illinois. The company will provide consulting, training and BDC staff hiring assistance to meet each dealership's unique needs. Fletcher Jones will also standardize its dealerships on UDC's proprietary Momentum and Revolution CRM software solutions.

"The Fletcher Jones group is a retail automotive visionary," said Hans Van Order, president and CEO of UDC. "It's been an inspirational working relationship that has resulted in the development of a proven, highly effective and extremely successful inside sales and service program for luxury automobile dealerships."

UDC began its relationship with Fletcher Jones Motorcars 8 years ago, training sales representatives at the dealership's Newport Beach store on how to handle in-bound sales calls. After completing the training program, UDC established Fletcher Jones' first BDC, providing consulting, training and BDC staff hiring support to help increase sales closing percentages.

"The first year we began working with UDC, we were again named the #1 Mercedes dealership in the country, beating out the competition by 200 cars in the last quarter -- the exact number of cars sold by the BDC," said Lewis.

Following the BDC's inside sales success, UDC recognized a similar need in the dealership's service department and established a second service-oriented BDC unit. UDC also developed Revolution, a dynamic fixed-operations CRM tool with shop loading, capacity management, and real-time appointment and web-scheduling features.

Three years later, UDC developed Momentum, a scheduling tool for the dealership's sales floor, Internet department and BDC. The sales CRM solution included a daily planner, marketing and lead management tools and the ability to create, manage and confirm sales appointments.

Manufacturer Mercedes-Benz has approved UDC as a CRM Partner and BDC Consultant for Mercedes-Benz dealerships and has supported the close working relationship between UDC and Fletcher Jones. "Mercedes-Benz is a strong advocate of BDCs. They are an integral part of excellent customer relationship management both for sales and service," said Lourence Du Preez, retail process specialist for Mercedes-Benz USA. "The Fletcher Jones group has one of the strongest BDC operations within the Mercedes-Benz dealer network. UDC has always provided them with very personalized, flexible and cutting-edge products and services."

Du Preez also notes that the relationship between Fletcher Jones and UDC has allowed for ongoing opportunities to share and pilot new customer sales and service practices and technology. "Continuous improvement is very important for MBUSA to enhance customer satisfaction and this dynamic interaction is a mutually beneficial relationship for all three parties, and ultimately our customers" said Du Preez.

About UDC
Headquartered in Irvine, California, UDC is a leading developer of CRM software solutions and a BDC consulting, training and hiring specialist for automotive retail sales and fixed operations. UDC combines state-of-the-art technology, industry expertise and proven strategies to increase bottom line profitability through client-care excellence. The company has helped dealerships nationwide enhance customer satisfaction, increase retention and loyalty. UDC is an authorized Mercedes Benz USA and BMW USA CRM/BDC consulting, training and software provider. For more information call 888-284-5833 or visit http://www.udcnet.com.

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Donna Mealy
UDC
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