At Westwood Honda, the BDC is more than a call center, it’s the beating heart of the service department. And with the right tools in place, it’s also a major driver of revenue.
Using DealerMine’s Service CRM, Online Scheduling, Ringless Voice Drops, and Telephony, the team at Westwood Honda has created an efficient, productive, and performance-focused BDC that keeps the service lane full and customers coming back.
Having a streamlined service CRM and BDC process already in place makes a major difference. Dealers using DealerMine aren’t scrambling to keep up. They're prioritizing appointments, balancing workloads, and staying proactive. The CRM makes it easy to schedule efficiently and flag recall-related work so technicians and advisors can prepare ahead of time. Working with the full context together and available to the users that need it. No sticky notes. No guessing games. Most importantly, customers aren’t left in the dark. Automated reminders, clear communication, and timely updates keep expectations in check, even when delays happen due to parts availability. A process that moves faster and keeps everyone in the loop.
"The Most Important Part of the Dealership is the BDC"
" I’ve been in the service business for over 25 years, and one thing I’ve learned is that the most important part of the dealership is the BDC. They are the primary driver of work for the service department.”
-- James D'Souza, Fixed Operations Manager, Westwood Honda
Recognizing the importance of the BDC, James and his team needed a solution that not only supported daily communication but also delivered insights and data they could act on.
Purpose-Built for Performance
DealerMine’s Service CRM was designed specifically for the BDC. We developed workflows, communication tools, and reporting features that reflect years of dealership experience. For Westwood Honda, that made all the difference.
“When we were developing our BDC, we searched for software that would allow us to track the productivity and efficiency of our BDC associates. When we discovered DealerMine, their reporting capabilities were far ahead of any other platform we reviewed.”
DealerMine worked closely with Westwood Honda to build a custom “Lost Sales by BDC Associate” report, allowing James and his leadership team to coach more effectively and evolve their BDC into a performance-driven operation.
“They even created custom reports for us—such as lost sales by BDC associate—which allowed us to coach and develop our team into a true Sales and Marketing BDC, rather than just a call-and-book receptionist model.”
Real Impact: Increased Revenue and Better Productivity
Among the strongest results Westwood Honda saw came down to one thing: more revenue.
"We saw a significant increase in both repair order count and customer-pay labour sales"
“After just a few months of implementation and data setup, we saw a significant increase in both repair order count and customer-pay labour sales. Our shop became busier, and our appointments were better scheduled and more productive.”
-- James D'Souza, Fixed Operations Manager, Westwood Honda
This is what DealerMine is built for. Smarter tools, stronger workflows, and measurable success.
Support That Truly Supports
Technology alone isn’t enough. Behind the platform is a team that shows up, solves problems, and supports every dealership like a true partner.
“Their technical support is phenomenal. The team—especially the support line—are personable, knowledgeable, and always ready to resolve issues quickly and efficiently.”
An Invesetment That Pays Off
Westwood Honda’s experience is a powerful reminder of what’s possible when the right tools meet the right people.
"DealerMine is a full-service solution that includes an online portal, texting, emailing, call recording, and issue management. I highly recommendDealerMine It’s an investment into your dealership that you absolutely won’t regret.”
Want to See What DealerMine Can Do For Your Dealership?
Let’s talk about how our Service CRM and communication tools can help your team drive more revenue, just like they did at Westwood Honda.
