Service BDC software built for people, with AI on every call
Last updated October 18, 2026
Service BDC software, in this product, is the desk your coordinators already work, with Riley on the service calls. She answers 24/7, in English and Spanish, and books into Xtime. The software does not replace the manager, the scorecard, or the advisors. It gives them the call, the CDK history, and a queue for what did not finish.
Who this is for
Service BDC software is what a fixed-ops director buys when the “BDC” is three coordinators, a shared inbox, and a phone report nobody trusts. The searches around it are a service BDC agent, a service BDC manager, BDC call center software, a BDC scorecard, and CDK service BDC. Some of those are looking for people. Some are looking for a screen. DealersThink is the screen and the agent, with your people still employed.
If you want the definition first, the existing guide What is a service BDC? is the primer. This page is the product: what the software actually does on a service call, and what it refuses to do.
How it works
- Riley answers. Every service call she takes is 24/7, English and Spanish, with a certified Xtime booking and a certified CDK read of customer, vehicle, and repair-order history.
- Your coordinators run the desk. They take the warm handoff when a guest asks for a person. They work Leads to recover when a call did not finish. The queue is theirs.
- The manager still manages. The software does not publish a scorecard of made-up ratios. Answer rate, show rate, and hours per repair order stay numbers you pull from your phone system and your DMS.
The desk, the agent, and the history
A service BDC manager does not need another login that shows a transcript and nothing else. When the phone rings, caller lookup shapes that number into the customer, the vehicles on the store’s repair orders, and the work those visits included, from CDK history. BDC Customers is the same file, searched on purpose: a name, a phone, a vehicle, without waiting for the line to ring. Stores are not mixed together. One rooftop’s history does not leak into another’s search.
The appointment, if Riley books it, is in Xtime. She can move it and cancel it there. She does not write it into CDK. A CDK service BDC, in the sense of “the DMS is where the visit is born,” is still your DMS. Our certified CDK integration is the history the desk reads. Stores that want the assistant bundled inside CDK’s own Fixed Operations Suite should read the AIVA comparison before they decide. That product is a fair fit for a different buying center.
People stay in the job title
Service BDC agent and service BDC manager are jobs. Software that claims to delete them is selling a different org chart. Riley takes the calls that have a slot and a job the menu recognizes, including the calls your agents cannot take because they are with a guest or the store is closed. The manager still owns staffing, the promise time, and the upset guest. The handoff is how those calls reach a person without a second phone system.
We do not print a BDC scorecard on this page. A scorecard without your hours and your repair orders is decoration. Bring the questions you already ask the team: who answered, who booked, who showed, which calls the desk still owes. The demo is the place to see which of those the product can show from the calls it touched, and which ones remain yours. Pricing depends on rooftops and products. Book a demo.
What it connects to
Certified CDK and Xtime integrations · vAuto inventory (Casey). Riley books, moves, and cancels in Xtime. The CDK integration reads customer, vehicle, and repair-order history for caller lookup and for BDC Customers. Casey works from your vAuto inventory on after-hours and overflow sales calls. vAuto is not described as a certified integration. The same three are summarized on Integrations.
Sample call
Until that recording is ready, the path is the one above: Riley answers, offers an opening Xtime actually has, writes the appointment in Xtime, and hands the caller to your desk when the request should not be booked on the call.
Human handoff
The BDC desk is your staff, in the same product as Riley and Casey. A caller who asks for a person is handed to that desk. A recall, a diagnostic, or an op code Xtime will not take is not announced as booked. The call goes to the desk, or Riley takes a number for a coordinator to confirm. Anything she could not finish waits in Leads to recover.
DealersThink is live at a 16-rooftop dealer group. The group’s name is not on this page.
Book a demo.
See Riley on the service line and Casey on after-hours sales. Contact us on the form.
FAQ
Does it work with CDK?
Yes. DealersThink has a certified CDK integration. It reads customer, vehicle, and repair-order history from CDK. When a service call comes in, caller lookup uses that history to show who is calling, which vehicles are on those repair orders, and what was done. BDC Customers searches the same history by name, phone, or vehicle. Riley books the appointment in Xtime. The CDK read does not write the appointment into CDK.
How does the handoff to my BDC or advisors work?
The BDC desk is your own staff, in the same product as Riley. When a caller asks for a person, or when Riley should not book the request, she hands the call to that desk. A request she could not finish is left in Leads to recover so a coordinator can call back.
Will an AI BDC replace my BDC agents?
No. The BDC desk is your team. Riley takes service calls, including overflow and the hours the store is closed, and hands a caller to a person when the call needs one. The people stay on the desk.
AI vs an answering service vs an outsourced BDC: what is the difference?
An answering service takes a message. An outsourced BDC is another company’s agents working your calls. An in-house BDC is your own team, on the hours you staff. Riley books into Xtime and hands the call to your desk when a person is needed. The longer comparison is on the compare pages.
How long does setup take?
DealersThink does not publish a go-live time on this page. Book a demo and we will tell you what your stores need before Riley or Casey answers a live line.
What does it cost?
Pricing depends on rooftops and products. Book a demo. This page does not list a price.