In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as “Actual Individuals,” and how the right balance of people and automation can transform a call center from a cost center into a profit driver.

They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days.

The conversation wraps with three simple takeaways: if you can’t manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best.

🎧 Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.