Customer Traac is your virtual BDC, providing call answering and appointment scheduling by customer service professionals. Our agents are well-prepared to gather all the appropriate information your service staff needs for a positive, effective service experience for your customers.

Our account representatives and on-demand help desk provide you the support you need to reach the full potential of our service and maximize efficiency and revenue of your service operations.

We customize our service to meet the unique needs of your business, including introduction of service specials and specialized questions geared to providing your staff all the information they need to best serve your customers in the service drive.


  • We record our calls for quality and training purposes.
  • We train our agents to be customer service professionals.
  • Our quality control team ensures our agents listen and document the customers’ concerns quickly and accurately. We coach and instruct our agents to follow dealership policies (specified by you) regarding pricing, promise times and warranty coverage.
  • If a guest has a question we cannot answer, their call is immediately transferred to the appropriate person at your dealership.

Call Flow

Inbound Calls

Customer Traac works with your phone vendor to route inbound appointment calls to our call center.

Calls Answered

Calls are answered in order of receipt. Most of calls are answered within 30 seconds of receipt.

Queue Callback

Calls in queue at peak traffic times – when wait times might exceed thirty seconds – are offered the option of a call back without losing their place in queue.

Customer Greeting and Identification

Customer Traac answers the call with dealer-customized greeting, identifies the customer by name and phone number, and verifies vehicle information and email address.

Service Selection and Specials

Customer Traac captures services needed and offers recommendations or specials based on dealer input.

Appointment Scheduling and Verification

Customer Traac offers the first available appointment, following dealer-specified scheduling guidelines and transportation options, and recaps the appointment date, time, services and transportation needs.

Appointment Booking

Customer Traac books the appointment using the scheduling tool of your choice.

Shop Loading

Customer Traac books appointments to ensure optimum shop loading, maximizing revenue opportunities.

Dealership Results

  • Service advisors are free of burden of burden of answering calls and can focus on the customer in the drive
  • Maximize shop loading – increase use of typically unscheduled times
  • Increased sales – introduction of service specials, and increased opportunities for service advisors to up-sell, results in a typical increase of 20% in average repair order
  • No missed calls means no missed service opportunities
  • High-quality scheduling means fewer missed appointments
  • Improved customer satisfaction – no long hold times for appointment scheduling and better delivery of service in the drive