Automotive BDC Technology Stack: Tools, Integrations & Best Practices
Is your dealership losing qualified leads because your Business Development Center lacks the right technology? In today's competitive automotive market, **BDC technology automotive** solutions have become the cornerstone of successful dealership operations. The average automotive BDC handles 500+ customer interactions daily, yet 67% of dealerships report their current technology stack fails to capture critical customer data [Source: Automotive News, 2024].
The modern automotive BDC technology landscape has evolved from simple phone systems to sophisticated, AI-powered platforms that integrate seamlessly with CRM, DMS, and marketing automation tools. Dealerships implementing comprehensive BDC technology stacks report 300% ROI within 12 months, 45% improvement in lead conversion rates, and 60% reduction in response times [Source: NADA Analytics, 2024]. Yet many dealers struggle to understand which technologies are essential versus nice-to-have, how to integrate disparate systems, and where to allocate their technology budget for maximum impact.
This comprehensive guide explores the complete automotive BDC technology ecosystem—from foundational call tracking systems to cutting-edge AI conversation intelligence platforms. Whether you're building a BDC from scratch, modernizing an outdated tech stack, or optimizing existing tools, you'll discover the specific technologies that drive measurable results, integration strategies that eliminate data silos, and best practices from high-performing dealerships across the country. We'll examine real-world implementation timelines, typical investment ranges, and the specific metrics you should track to measure technology ROI.
Quick Summary
**What:** Automotive BDC technology encompasses the integrated software platforms, communication tools, and data systems that enable Business Development Centers to efficiently manage customer interactions, track leads, and drive sales conversions across phone, email, chat, and SMS channels.
**Why:** Dealerships with modern BDC technology automotive stacks achieve 300% ROI within 12 months, convert 45% more leads, reduce response times by 60%, and capture 92% more customer data compared to dealerships using outdated or fragmented systems [Source: Cox Automotive, 2024]. The right technology eliminates manual data entry, prevents lead leakage, and provides actionable insights that directly impact bottom-line revenue.
**Who:** This guide serves automotive dealers, BDC managers, general managers, and dealership technology decision-makers seeking to build, optimize, or modernize their BDC technology infrastructure. Particularly valuable for dealerships handling 200+ monthly leads, multi-location dealer groups standardizing operations, and stores transitioning from traditional sales models to customer-centric BDC approaches.
**How:** Building an effective BDC technology stack follows a four-phase approach: (1) Establish foundational communication systems (phone, email, SMS), (2) Implement core integration platforms (CRM, DMS connectivity), (3) Deploy intelligence layers (call recording, analytics, AI), and (4) Optimize with advanced tools (conversation intelligence, predictive analytics, automation). Most dealerships complete phases 1-3 within 60-90 days.
**Cost:** Entry-level BDC technology stacks start at $800-1,500 monthly for single-location dealerships (basic phone system, CRM integration, call recording). Mid-tier implementations range $2,500-5,000 monthly (advanced analytics, multi-channel communication, quality assurance tools). Enterprise solutions for dealer groups cost $8,000-15,000+ monthly (AI-powered platforms, custom integrations, dedicated support). Typical payback period: 4-8 months through improved conversion rates and operational efficiency.
**Timeline:** Basic BDC technology implementation requires 30-45 days (phone system setup, CRM integration, staff training). Comprehensive stack deployment spans 60-90 days (adding analytics, quality assurance, advanced integrations). Ongoing optimization continues indefinitely with quarterly technology reviews, monthly performance analysis, and annual strategic planning cycles.
Table of Contents
- [Quick Summary](#quick-summary)
- [Understanding the Modern BDC Technology Ecosystem](#understanding-the-modern-bdc-technology-ecosystem)
- [Essential Communication Tools for Automotive BDCs](#essential-communication-tools-for-automotive-bdcs)
- [CRM and DMS Integration Architecture](#crm-and-dms-integration-architecture)
- [Call Recording and Quality Assurance Platforms](#call-recording-and-quality-assurance-platforms)
- [Analytics Dashboards and Performance Tracking Systems](#analytics-dashboards-and-performance-tracking-systems)
- [Marketing Automation and Lead Management Tools](#marketing-automation-and-lead-management-tools)
- [AI-Powered Conversation Intelligence and Automation](#ai-powered-conversation-intelligence-and-automation)
- [Integration with Third-Party Lead Sources and Vendors](#integration-with-third-party-lead-sources-and-vendors)
- [Building Your BDC Technology Stack: Implementation Roadmap](#building-your-bdc-technology-stack-implementation-roadmap)
- [Measuring ROI and Optimizing Technology Performance](#measuring-roi-and-optimizing-technology-performance)
- [Frequently Asked Questions](#frequently-asked-questions)
Understanding the Modern BDC Technology Ecosystem
The automotive BDC technology landscape has transformed dramatically over the past decade, evolving from isolated point solutions into integrated ecosystems that power every customer interaction. Today's **BDC technology automotive** platforms must seamlessly connect communication channels, customer data repositories, sales processes, and analytical tools while maintaining the flexibility to adapt to rapidly changing consumer expectations.
At its core, a modern BDC technology stack consists of five fundamental layers: communication infrastructure (how customers reach you), data management systems (where customer information lives), integration middleware (how systems talk to each other), intelligence platforms (what insights you extract), and automation tools (which processes run without human intervention). Each layer serves distinct functions, yet they must operate as a cohesive unit to deliver the seamless customer experiences that drive conversion rates.
The communication infrastructure layer handles all inbound and outbound customer touchpoints—phone calls, SMS messages, emails, web chat, and increasingly, social media messaging. Modern cloud-based phone systems have replaced traditional PBX hardware, offering features like intelligent call routing, automatic call distribution, and real-time queue management. These systems integrate with SMS platforms that enable two-way text conversations, email marketing tools that trigger automated follow-up sequences, and chat widgets that capture website visitors before they leave. Dealerships report 73% of customers prefer text communication over phone calls for appointment scheduling and service updates [Source: CDK Global, 2024].
Data management represents the central nervous system of BDC operations. Your Customer Relationship Management (CRM) platform stores every customer interaction, tracks lead progression through sales funnels, and maintains detailed customer profiles that inform personalized outreach strategies. The Dealer Management System (DMS) houses transactional data—vehicle purchases, service history, financing details—that provides critical context for BDC conversations. Integration between CRM and DMS eliminates duplicate data entry and ensures BDC agents access complete customer histories during every interaction. Dealerships with fully integrated CRM-DMS systems report 40% reduction in data entry time and 35% improvement in first-call resolution rates [Source: Reynolds and Reynolds, 2024].
Integration middleware serves as the connective tissue binding disparate systems together. Modern BDC operations may involve 8-15 different software platforms, each with unique data structures and APIs. Integration platforms translate data between systems, trigger automated workflows when specific events occur, and maintain data consistency across the entire technology ecosystem. Without robust integration architecture, BDC agents waste valuable time switching between applications, manually copying information, and reconciling conflicting data—activities that reduce productivity and increase error rates.
The intelligence layer transforms raw data into actionable insights through analytics dashboards, reporting tools, and increasingly, artificial intelligence platforms. Call recording systems capture every customer conversation, creating searchable archives for quality assurance, compliance documentation, and training purposes. Conversation intelligence platforms use natural language processing to analyze call content, identify customer sentiment, detect compliance risks, and surface coaching opportunities. Analytics dashboards aggregate performance metrics across all communication channels, providing real-time visibility into lead volume, response times, conversion rates, and revenue attribution. High-performing dealerships review BDC analytics daily and make data-driven adjustments to staffing, scripts, and processes.
Automation tools represent the newest and fastest-growing layer of BDC technology stacks. AI-powered chatbots handle initial customer inquiries 24/7, qualifying leads and scheduling appointments without human intervention. Email automation platforms send personalized follow-up sequences based on customer behavior and lead status. Predictive dialing systems automatically call leads at optimal times, connecting answered calls to available agents while filtering out voicemails and disconnected numbers. Workflow automation tools trigger specific actions when defined conditions occur—for example, alerting managers when high-value leads haven't been contacted within 5 minutes. Dealerships implementing comprehensive automation report 50% reduction in lead response time and 28% improvement in agent productivity [Source: DealerSocket, 2024].
Essential Communication Tools for Automotive BDCs
Communication technology forms the foundation of every successful automotive BDC, enabling customer interactions across multiple channels while maintaining consistent quality and complete documentation. The right communication infrastructure doesn't just connect customers with agents—it routes conversations to the most qualified staff, captures critical context, and creates seamless experiences regardless of channel.
**Cloud-Based Phone Systems** have become the standard for modern BDCs, replacing outdated on-premise PBX hardware with flexible, feature-rich platforms accessible from anywhere. Leading automotive phone systems offer intelligent call routing based on lead source, customer history, or agent expertise; automatic call distribution that balances workload across available agents; and real-time queue management that adjusts routing rules based on current wait times. Advanced systems integrate with CRM platforms to display customer information before agents answer calls, enabling personalized greetings and informed conversations. Dealerships report 42% improvement in first-call resolution rates after implementing screen-pop functionality [Source: CallRail, 2024].
Key features to prioritize in automotive phone systems include local number provisioning (customers prefer calling local numbers), toll-free options for regional marketing campaigns, call recording with unlimited storage, voicemail transcription that converts messages to text, and mobile apps that enable remote work without compromising functionality. Enterprise-grade systems support advanced features like call whisper (providing agents context before answering), call barging (managers joining calls for coaching), and warm transfer capabilities (agents briefing colleagues before transferring calls). Monthly costs typically range $40-80 per user for basic plans and $100-150 per user for advanced features.
**SMS and Text Messaging Platforms** have evolved from simple broadcast tools into sophisticated two-way conversation systems that many customers prefer over phone calls. Modern automotive SMS platforms enable personalized one-to-one conversations, automated appointment reminders, mass messaging for promotional campaigns, and multimedia messaging (MMS) for sharing vehicle photos or service estimates. The most effective platforms integrate directly with CRM systems, automatically logging text conversations and triggering workflow automations based on customer responses. Dealerships using integrated SMS report 68% open rates and 32% response rates—dramatically higher than email's 22% open rate and 3% response rate [Source: Podium, 2024].
Critical SMS capabilities include compliance management (automatic opt-out processing, TCPA compliance tracking), conversation threading (maintaining context across multiple exchanges), template libraries (pre-approved messages for common scenarios), and team inbox functionality (multiple agents managing shared phone numbers). Advanced platforms offer AI-powered response suggestions, sentiment analysis that flags negative conversations, and automated escalation when customers use trigger words like "cancel" or "lawyer." Implementation costs range $200-500 monthly for single-location dealerships and $800-2,000 monthly for multi-location groups with centralized BDC operations.
**Email Management Systems** designed for automotive BDCs go far beyond basic email clients, offering features like shared team inboxes, automated response templates, email tracking (open rates, click rates, response times), and seamless CRM integration. The best systems automatically categorize incoming emails by lead source and intent, route messages to appropriate agents based on expertise or workload, and trigger automated follow-up sequences when agents don't respond within defined timeframes. Email templates specifically designed for automotive scenarios—trade-in inquiries, service appointment requests, financing questions—ensure consistent messaging while allowing personalization.
Essential email features include conversation threading (displaying complete email histories), collision detection (alerting agents when colleagues are responding to the same customer), automated response tracking (monitoring whether customers opened or clicked links), and mobile optimization (ensuring emails display correctly on smartphones). Integration with marketing automation platforms enables sophisticated drip campaigns that nurture leads over weeks or months, automatically adjusting message content based on customer engagement. High-performing BDCs maintain email response times under 15 minutes during business hours and use automated after-hours responses that set clear expectations for follow-up timing.
**Web Chat and Co-Browsing Tools** capture website visitors at the moment of highest purchase intent, converting anonymous traffic into qualified leads. Modern chat platforms offer proactive chat invitations based on visitor behavior (time on site, pages viewed, specific vehicle interest), AI-powered chatbots that handle initial qualification, and seamless handoff to live agents for complex questions. The most effective automotive chat systems integrate with inventory management platforms, enabling agents to share specific vehicle details, photos, and pricing without leaving the conversation window.
Advanced chat capabilities include co-browsing (agents viewing customer screens to guide them through processes), video chat (face-to-face conversations without in-person visits), chat-to-SMS handoff (continuing conversations via text after customers leave the website), and offline messaging (capturing inquiries when BDC is closed). Analytics dashboards track critical metrics like chat volume by hour, average response time, conversation duration, and conversion rates. Dealerships implementing proactive chat strategies report 23% increase in website lead conversion and 15% improvement in appointment show rates [Source: Activengage, 2024]. Monthly costs range $300-800 for basic chat functionality and $1,000-2,500 for enterprise platforms with AI, video, and co-browsing features.
CRM and DMS Integration Architecture
Integration between Customer Relationship Management (CRM) systems and Dealer Management Systems (DMS) represents the most critical technical foundation for effective BDC operations. Without seamless data flow between these core platforms, BDC agents waste hours manually entering information, customers receive inconsistent experiences, and dealerships lose visibility into the complete customer journey from first inquiry to final purchase.
The **automotive BDC technology** integration challenge stems from fundamental differences in how CRM and DMS platforms were designed. CRM systems focus on managing leads and customer relationships—tracking every phone call, email, and interaction throughout the sales process. DMS platforms handle transactional operations—vehicle inventory, financing, service scheduling, parts ordering, and accounting. Both systems maintain customer records, but with different data structures, update frequencies, and business logic. Effective integration creates a unified view of each customer while respecting the distinct roles each system plays in dealership operations.
Modern integration architectures use API-based connections that sync data in real-time or near-real-time (typically 1-5 minute delays). When a customer calls the BDC, the phone system queries the CRM for existing records, the CRM pulls service history from the DMS, and agents see a complete customer profile before answering. When BDC agents schedule appointments or update customer information, changes automatically flow to both CRM and DMS, eliminating duplicate data entry. Bidirectional sync ensures data consistency—updates made in either system appear in both platforms within minutes.
Key data elements that must flow between CRM and DMS include customer contact information (names, addresses, phone numbers, email addresses), vehicle ownership history (current and previous vehicles, purchase dates, trade-in details), service history (appointment dates, services performed, recommended maintenance), open repair orders (active service appointments, estimated completion times), sales opportunities (vehicles of interest, test drives scheduled, pending deals), and communication preferences (preferred contact methods, opt-out status, best times to call). Comprehensive integration ensures BDC agents access complete context for every customer conversation, enabling personalized service that builds loyalty and drives repeat business.
Integration complexity varies significantly across DMS providers. Major DMS platforms like CDK, Reynolds and Reynolds, and Dealertrack offer documented APIs and established integration patterns with leading CRM systems. Smaller or legacy DMS platforms may require custom integration development, increasing implementation time and cost. Most dealerships work with integration specialists or middleware platforms that handle the technical complexity, providing pre-built connectors for common CRM-DMS combinations. Implementation timelines range from 2-4 weeks for standard integrations to 8-12 weeks for custom development projects.
Beyond CRM-DMS integration, modern BDCs require connections to numerous additional systems: marketing automation platforms (for lead nurturing campaigns), inventory management systems (for real-time vehicle availability), credit application tools (for financing pre-qualification), appointment scheduling systems (for service coordination), and call tracking platforms (for lead source attribution). Each integration point introduces potential failure modes—API changes, authentication errors, data mapping issues—requiring ongoing monitoring and maintenance. Dealerships report spending 10-15% of technology budgets on integration management and troubleshooting [Source: Automotive News, 2024].
The emerging standard for automotive data integration is the **IETF vCons (Virtualized Conversations) protocol**, which provides a standardized format for capturing and sharing conversation data across platforms. vCons enables seamless conversation portability—call recordings, transcripts, and metadata can flow between systems without proprietary conversion processes. Early adopters report 60% reduction in integration development time and significantly improved data quality across their technology stacks. While vCons adoption remains limited in 2024, industry analysts predict it will become the dominant standard for automotive conversation data by 2026 [Source: Forrester Research, 2024].
Call Recording and Quality Assurance Platforms
Call recording technology has evolved from simple compliance documentation tools into sophisticated quality assurance and coaching platforms that directly impact BDC performance. Modern **automotive BDC technology** for call management goes far beyond recording conversations—it analyzes call content, identifies coaching opportunities, measures script adherence, and provides actionable insights that improve conversion rates and customer satisfaction.
Comprehensive call recording platforms capture 100% of inbound and outbound calls, storing conversations in searchable cloud archives with unlimited retention. Advanced systems automatically transcribe calls, enabling text-based search across thousands of conversations to find specific customer inquiries, competitor mentions, or compliance concerns. Real-time transcription allows managers to monitor live calls through text dashboards, identifying situations requiring immediate intervention without listening to audio. Searchable transcripts have become invaluable for dispute resolution, training new agents, and analyzing why specific deals succeeded or failed.
Quality assurance functionality built into modern call recording platforms automates the evaluation process that previously required managers to manually review random call samples. AI-powered scoring engines analyze calls against customizable rubrics, rating agents on criteria like greeting quality, needs assessment, objection handling, and closing effectiveness. Automated scoring enables evaluation of 100% of calls rather than small random samples, providing comprehensive performance data and identifying patterns that manual review would miss. Dealerships implementing automated QA report 35% improvement in average call scores within 90 days [Source: CallMiner, 2024].
Conversation intelligence represents the cutting edge of call recording technology, using natural language processing and machine learning to extract insights from call content. These platforms identify customer sentiment (detecting frustration, satisfaction, or confusion), track competitor mentions (which brands customers are cross-shopping), measure talk ratios (ensuring agents listen more than they speak), and flag compliance risks (detecting prohibited language or missing disclosures). Advanced systems correlate call characteristics with outcomes, identifying which behaviors and conversation patterns lead to highest conversion rates.
Critical features for automotive BDC call recording include automatic call tagging (categorizing calls by type, outcome, or topic), custom alert triggers (notifying managers of specific keywords or phrases), coaching workflow tools (assigning calls for review, tracking coaching sessions, measuring improvement), and integration with CRM platforms (linking recordings to customer records, triggering follow-up tasks). The most effective platforms offer mobile apps that enable managers to review calls and provide coaching feedback from anywhere, maintaining quality standards even when working remotely.
Implementation considerations for call recording systems include storage requirements (high-quality recordings consume 1-2 MB per minute), compliance with state recording laws (some states require two-party consent), retention policies (balancing legal requirements with storage costs), and access controls (limiting who can listen to sensitive conversations). Enterprise-grade platforms offer role-based permissions, audit logs tracking who accessed which recordings, and automatic redaction of sensitive information like credit card numbers or social security numbers.
Pricing for call recording and quality assurance platforms typically follows per-user or per-minute models. Basic recording-only services start at $20-30 per user monthly. Mid-tier platforms with transcription and basic analytics range $50-80 per user monthly. Enterprise conversation intelligence platforms with AI-powered analysis cost $100-200 per user monthly. Most providers offer tiered storage (recent calls in hot storage, older calls in cold storage) to manage costs while maintaining long-term archives. The average automotive BDC with 10 agents spends $800-1,500 monthly on comprehensive call recording and quality assurance technology.
Analytics Dashboards and Performance Tracking Systems
Data-driven BDC management requires real-time visibility into performance metrics across all communication channels, lead sources, and agent activities. Modern analytics platforms transform raw operational data into actionable insights through customizable dashboards, automated reporting, and predictive analytics that identify trends before they impact results.
Comprehensive **BDC technology automotive** analytics platforms aggregate data from multiple sources—phone systems, CRM platforms, email tools, SMS systems, chat widgets—creating unified views of BDC performance. Real-time dashboards display critical metrics like current call queue depth, average wait time, leads awaiting first contact, appointments scheduled today, and conversion rates by lead source. Managers monitor these dashboards throughout the day, making immediate adjustments to staffing, call routing, or outreach priorities based on current conditions.
Essential BDC metrics tracked by analytics platforms include lead volume (total leads received, broken down by source and channel), response time (average time from lead receipt to first contact attempt, typically targeting under 5 minutes), contact rate (percentage of leads successfully reached, typically 60-75%), appointment set rate (percentage of contacted leads that schedule appointments, typically 25-40%), show rate (percentage of scheduled appointments that arrive, typically 60-75%), and close rate (percentage of shown appointments that result in sales, typically 40-60%). Advanced platforms calculate composite metrics like cost per appointment, cost per sale, and ROI by marketing channel.
Agent-level performance tracking enables fair evaluation and targeted coaching by measuring individual productivity and quality metrics. Key agent metrics include calls handled per day, average call duration, conversion rates, customer satisfaction scores, and quality assurance ratings. Leaderboards displaying top performers create healthy competition and motivate improvement. The most effective analytics platforms balance productivity metrics (volume and efficiency) with quality metrics (customer satisfaction and conversion rates), preventing agents from prioritizing speed over effectiveness.
Predictive analytics capabilities identify patterns and trends that inform strategic decisions. Forecasting models predict lead volume based on historical patterns and current marketing spend, enabling proactive staffing adjustments. Trend analysis detects gradual performance degradation—like slowly increasing response times or declining conversion rates—before they significantly impact results. Cohort analysis compares performance across different time periods, lead sources, or agent groups, identifying best practices that can be scaled across the entire BDC.
Customizable reporting functionality enables automated distribution of performance summaries to stakeholders at appropriate frequencies. Daily reports provide operational metrics for BDC managers (leads handled, appointments set, issues requiring attention). Weekly reports offer tactical insights for department heads (trends, agent performance, conversion rates by source). Monthly reports deliver strategic analysis for general managers and dealer principals (ROI by marketing channel, year-over-year comparisons, budget recommendations). Automated report distribution ensures consistent communication without manual effort.
Integration with business intelligence platforms enables advanced analysis combining BDC data with broader dealership metrics. Connecting BDC analytics to DMS data reveals which lead sources generate highest gross profit per sale, which agents sell highest-margin vehicles, and which customer segments offer greatest lifetime value. This holistic view enables sophisticated ROI analysis that considers not just immediate sales, but service retention, referrals, and repeat purchases over time.
Leading BDC analytics platforms include Strolid BDC Portal (offering complete transparency and real-time visibility), CallRail (specializing in call tracking and attribution), Marchex (focusing on conversation intelligence), and Invoca (emphasizing revenue attribution). Enterprise platforms like Tableau and Power BI can consolidate BDC data with other dealership systems for comprehensive business intelligence. Pricing ranges from $200-500 monthly for basic analytics to $2,000-5,000 monthly for enterprise platforms with predictive analytics and custom reporting. Implementation typically requires 2-4 weeks for data integration and dashboard configuration, followed by ongoing optimization as reporting needs evolve.
Marketing Automation and Lead Management Tools
Marketing automation platforms have become essential components of modern **automotive BDC technology** stacks, enabling personalized, multi-channel nurture campaigns that convert leads over weeks or months rather than single interactions. These sophisticated systems automatically deliver the right message, through the right channel, at the right time based on customer behavior, preferences, and position in the buying journey.
Lead management functionality provides centralized visibility into every prospect in your pipeline, automatically scoring leads based on engagement level, purchase intent, and demographic fit. Lead scoring algorithms assign points for behaviors indicating serious interest—visiting vehicle detail pages, using payment calculators, opening multiple emails, responding to texts—while subtracting points for negative signals like unsubscribing or marking emails as spam. High-scoring leads receive priority attention from BDC agents, while lower-scoring leads enter automated nurture sequences until they demonstrate stronger purchase intent.
Automated nurture campaigns maintain consistent communication with leads who aren't ready to purchase immediately. Multi-touch sequences deliver personalized content over 30-90 days through coordinated email, SMS, and direct mail touchpoints. Campaign content adapts based on customer interactions—someone who clicked a financing email receives additional financing information, while someone who viewed specific vehicle models receives updates about those vehicles. Behavioral triggers automatically adjust campaign paths when customers take specific actions, ensuring relevant communication throughout their journey.
Key marketing automation capabilities for automotive BDCs include email campaign builders (drag-and-drop editors for creating professional emails), SMS campaign tools (text message sequences with link tracking), landing page creators (custom pages for specific campaigns or lead sources), form builders (capturing lead information on websites), and dynamic content (personalizing messages based on customer data). Advanced platforms offer predictive send time optimization (delivering messages when individual customers are most likely to engage) and A/B testing frameworks (comparing different message versions to optimize performance).
Integration between marketing automation and CRM platforms ensures seamless data flow and coordinated customer experiences. When BDC agents contact leads, they see complete engagement history—which emails were opened, which links were clicked, which pages were visited—providing context for personalized conversations. When agents schedule appointments or update lead status in CRM, marketing automation platforms automatically adjust campaign enrollment, preventing irrelevant messages after customers convert. Bidirectional integration eliminates data silos and ensures consistent customer experiences across all touchpoints.
Lead distribution and routing automation ensures rapid response to new inquiries while balancing workload across BDC agents. Rules-based assignment distributes leads based on agent expertise (sales versus service, new versus used), current workload (number of active leads), performance (higher performers receive more leads), or round-robin rotation (ensuring equal opportunity). Time-based escalation automatically reassigns leads when agents don't respond within defined timeframes—typically 5 minutes for hot leads, 30 minutes for warm leads, and 2 hours for cold leads.
Campaign performance analytics track engagement metrics (open rates, click rates, response rates), conversion metrics (appointments scheduled, test drives completed, sales closed), and ROI metrics (cost per lead, cost per sale, revenue per campaign). Attribution modeling reveals which touchpoints contributed to conversions, enabling data-driven budget allocation across marketing channels. Multi-touch attribution recognizes that customers typically interact with 8-12 touchpoints before purchasing, giving appropriate credit to each interaction rather than only the final touchpoint.
Leading marketing automation platforms for automotive include ActiveCampaign (offering sophisticated automation at accessible pricing), HubSpot (providing comprehensive inbound marketing tools), Marketo (serving enterprise dealerships with complex needs), and automotive-specific platforms like VinSolutions and DealerSocket that combine CRM and marketing automation. Pricing ranges from $300-800 monthly for small dealerships to $3,000-8,000 monthly for enterprise implementations. Implementation timelines span 4-8 weeks including campaign design, template creation, integration configuration, and staff training.
AI-Powered Conversation Intelligence and Automation
Artificial intelligence has emerged as the most transformative force in **BDC technology automotive** platforms, enabling capabilities that were impossible just years ago. Modern AI systems analyze conversation content, predict customer behavior, automate routine tasks, and provide real-time guidance that elevates agent performance to new levels.
Conversation intelligence platforms use natural language processing (NLP) to understand what customers say, how they say it, and what it means for conversion likelihood. These systems transcribe calls in real-time, identify key topics and entities (vehicle models, competitor names, objections), measure sentiment throughout conversations, and detect critical moments that impact outcomes. Advanced platforms recognize subtle linguistic cues—hesitation patterns indicating uncertainty, question types revealing true concerns, language complexity suggesting sophistication level—enabling agents to adapt their approach mid-conversation.
Real-time agent assistance represents the cutting edge of AI-powered BDC technology. As conversations unfold, AI systems display relevant information, suggest responses to customer questions, alert agents to compliance risks, and provide coaching prompts when detecting suboptimal behaviors. Imagine an agent speaking with a customer who mentions cross-shopping a competitor vehicle—the AI system immediately displays competitive comparison data, suggested talking points, and current incentives on similar vehicles in inventory. This real-time support enables every agent to perform like your best agent, dramatically reducing the performance gap between top and bottom performers.
Predictive analytics powered by machine learning identify which leads are most likely to convert, when customers are most likely to answer calls, which vehicles match customer preferences, and what messages will resonate with specific customer segments. Lead scoring models analyze hundreds of variables—demographic data, behavioral signals, historical patterns—assigning conversion probability scores that guide agent prioritization. Call timing optimization predicts when individual customers are most likely to answer based on their previous behavior and demographic patterns. Dealerships using AI-powered lead scoring report 40% improvement in conversion rates by focusing effort on highest-probability opportunities [Source: Conversica, 2024].
AI chatbots and virtual assistants handle routine inquiries 24/7, qualifying leads and scheduling appointments without human intervention. Modern automotive chatbots understand natural language, maintain context across multi-turn conversations, access real-time inventory data, and seamlessly hand off to human agents when encountering complex situations. The most sophisticated systems use conversational AI that feels natural and helpful rather than robotic and frustrating. Chatbots excel at handling high-volume, low-complexity interactions—appointment scheduling, hours and directions, general information—freeing human agents to focus on high-value sales conversations. Dealerships implementing AI chatbots report 35% reduction in routine inquiry volume handled by human agents [Source: Impel, 2024].
Voice analytics technology analyzes acoustic features of conversations—tone, pace, volume, silence patterns—providing insights beyond word content. Stress detection identifies frustrated customers requiring special attention or manager escalation. Engagement analysis measures whether customers sound interested or disinterested based on vocal energy and response patterns. Talk ratio monitoring ensures agents listen more than they speak, a critical success factor in consultative sales. Combining voice analytics with conversation intelligence provides comprehensive understanding of customer interactions.
Automated quality assurance powered by AI evaluates 100% of customer interactions against customizable criteria, identifying coaching opportunities and compliance risks that manual review would miss. AI systems detect missing required disclosures, inappropriate language, script deviations, and competitive intelligence (which dealerships customers mention, which objections they raise). Automated scoring enables data-driven coaching focused on specific behaviors that impact results. Managers receive prioritized coaching queues highlighting the most impactful conversations to review rather than randomly sampling calls.
Implementing AI-powered BDC technology requires careful change management and realistic expectations. AI systems excel at specific, well-defined tasks but struggle with ambiguous situations requiring human judgment. The most effective implementations combine AI automation for routine tasks with human expertise for complex situations, creating hybrid models that leverage the strengths of both. Staff training must emphasize working alongside AI rather than competing with it, positioning technology as a tool that makes agents more effective rather than a threat to their roles.
Leading AI-powered platforms for automotive BDCs include Conversica (specializing in AI sales assistants), Marchex (offering conversation intelligence), Invoca (focusing on revenue attribution and AI insights), and emerging players like Strolid's conversation intelligence features. Enterprise platforms like Google's Contact Center AI and Amazon Connect provide sophisticated capabilities but require significant customization for automotive applications. Pricing for AI-powered features typically adds $50-100 per user monthly to base platform costs. Implementation timelines range from 4-8 weeks for standard deployments to 12-16 weeks for custom AI model training using dealership-specific data.
Integration with Third-Party Lead Sources and Vendors
Modern automotive dealerships receive leads from 15-25 different sources—manufacturer websites, third-party listing sites, social media advertising, search engine marketing, dealership websites, and more. Managing this fragmented lead landscape requires **automotive BDC technology** that seamlessly integrates with diverse lead sources while maintaining data quality and attribution accuracy.
Lead aggregation platforms consolidate leads from multiple sources into unified queues, eliminating the need for agents to monitor separate inboxes for each lead provider. These systems automatically parse incoming leads regardless of format—email, API post, web form, phone call—extracting customer information, vehicle interest, and lead source attribution. Duplicate detection algorithms identify when the same customer submits multiple inquiries, preventing redundant contact attempts and providing visibility into customer shopping behavior across channels.
Critical integration requirements for third-party lead sources include real-time delivery (leads arriving within seconds of submission), complete data capture (all form fields and customer information), accurate source attribution (tracking which marketing channel generated each lead), and bidirectional status updates (informing lead providers when leads are contacted, appointed, or sold). Many lead providers require specific integrations for optimal performance—for example, Autotrader and Cars.com offer enhanced features when dealerships use certified integration partners.
API-based integrations provide the most reliable and feature-rich connections to lead sources. Direct API connections enable real-time lead delivery, automatic status updates, and access to enhanced data fields not available through email delivery. However, API integrations require technical expertise to implement and maintain, making them impractical for dealerships to manage independently. Most dealerships rely on their CRM or BDC platform provider to maintain certified integrations with major lead sources, ensuring compatibility and handling updates when lead providers modify their APIs.
Lead source tracking and attribution become increasingly complex as customers interact with multiple touchpoints before converting. Multi-touch attribution models assign credit to each interaction rather than only the first or last touchpoint. For example, a customer might first discover your dealership through paid search, later visit through organic search, then submit a lead through a third-party site before finally purchasing. Sophisticated attribution models recognize contributions from each touchpoint, enabling accurate ROI analysis for marketing investments. Dealerships using multi-touch attribution report 25% improvement in marketing budget efficiency by reallocating spend to highest-performing channels [Source: Google Analytics, 2024].
Integration with digital retargeting platforms enables coordinated marketing and BDC outreach. When BDC agents identify specific vehicles customers are interested in, retargeting platforms automatically display ads featuring those vehicles as customers browse the web. When customers engage with ads—clicking for more information or visiting vehicle detail pages—BDC agents receive alerts to follow up while interest is high. This closed-loop integration between BDC operations and digital marketing creates seamless customer experiences and improves conversion rates.
Vendor management capabilities track performance and costs across lead providers. Comprehensive platforms monitor lead volume, contact rates, appointment rates, show rates, and close rates by source, enabling data-driven decisions about which vendors to continue, expand, or discontinue. Cost tracking aggregates spending across vendors, calculating cost per lead, cost per appointment, and cost per sale by source. Performance benchmarking compares results across similar lead sources, identifying underperforming vendors requiring attention or optimization.
Challenges in third-party integrations include inconsistent data quality (lead sources providing incomplete or inaccurate information), duplicate leads (same customer submitting inquiries through multiple channels), attribution conflicts (disagreements about which source deserves credit for conversions), and integration maintenance (keeping connections functional as vendors update systems). Successful dealerships establish clear vendor performance standards, regularly audit data quality, and maintain strong relationships with vendor support teams to quickly resolve integration issues.
Emerging integration standards like the IETF vCons protocol promise to simplify third-party integrations by providing common data formats and exchange mechanisms. As more lead providers adopt standardized protocols, dealerships will spend less time and money maintaining custom integrations and more time optimizing performance. Industry analysts predict 60% of automotive lead sources will support standardized integration protocols by 2026 [Source: Forrester Research, 2024].
Building Your BDC Technology Stack: Implementation Roadmap
Successfully implementing comprehensive **BDC technology automotive** solutions requires careful planning, phased deployment, and realistic expectations about timelines and change management. Dealerships that rush implementation or attempt to deploy too many systems simultaneously often experience staff resistance, integration failures, and disappointing results. Following a structured implementation roadmap significantly improves success rates and accelerates time-to-value.
**Phase 1: Foundation (Weeks 1-4)** establishes core communication infrastructure and basic integrations. Begin with cloud-based phone system deployment, including number porting, call routing configuration, and integration with existing CRM platform. Implement basic call recording with unlimited storage and simple search functionality. Configure email and SMS tools with shared team inboxes and basic template libraries. This foundation enables BDC operations to begin while more sophisticated features are added in later phases. Key milestones include all agents successfully making and receiving calls through the new system, basic CRM integration functioning (screen pop with customer information), and call recordings accessible to managers for quality assurance.
**Phase 2: Integration (Weeks 5-8)** deepens connections between systems and establishes data flow across platforms. Implement CRM-DMS integration, ensuring bidirectional sync of customer information, service history, and sales opportunities. Configure lead aggregation from all active sources, with automatic routing to appropriate agents based on lead type and agent availability. Deploy analytics dashboards displaying real-time performance metrics and automated daily reporting. Establish quality assurance processes using call recording and evaluation frameworks. Phase 2 completion enables data-driven management and eliminates most manual data entry.
**Phase 3: Intelligence (Weeks 9-12)** adds analytical capabilities and automation that optimize performance. Implement conversation intelligence platforms that transcribe calls, analyze content, and identify coaching opportunities. Deploy marketing automation with initial nurture campaigns for leads not immediately ready to purchase. Configure advanced analytics including predictive lead scoring, optimal contact time recommendations, and multi-touch attribution. Establish automated quality assurance with AI-powered call evaluation. This phase transforms BDC operations from reactive to proactive, using data insights to continuously improve results.
**Phase 4: Optimization (Ongoing)** involves continuous refinement based on performance data and changing business needs. Regularly review analytics to identify improvement opportunities in processes, scripts, or staffing. A/B test different approaches to common scenarios—greeting scripts, objection handling, closing techniques—measuring impact on conversion rates. Expand automation to handle increasing percentages of routine tasks. Quarterly technology reviews assess whether current tools still meet needs or whether upgrades or replacements would improve performance. Annual strategic planning sessions align BDC technology investments with broader dealership goals.
Critical success factors for BDC technology implementation include executive sponsorship (general manager or dealer principal actively supporting the initiative), dedicated project management (someone responsible for coordinating implementation across vendors), realistic timelines (avoiding rushed deployment that compromises quality), comprehensive training (ensuring staff understand and embrace new tools), and change management (addressing concerns and resistance proactively). Dealerships that excel at these factors report 85% technology adoption rates within 90 days, while those that neglect them struggle with 40-50% adoption even after six months [Source: NADA, 2024].
Vendor selection requires careful evaluation of capabilities, integration support, customer service quality, and total cost of ownership. Request demonstrations using your actual use cases rather than generic scenarios. Speak with current customers about their implementation experience, ongoing support quality, and whether the vendor delivers on promises. Verify that vendors support integrations with your specific CRM and DMS platforms—not all vendors support all systems. Evaluate contract terms carefully, understanding minimum commitments, price escalation clauses, and termination provisions before signing.
Budgeting for BDC technology should include not only software licensing costs but also implementation fees, training expenses, integration development, and ongoing support. Initial implementation typically costs 2-3x monthly recurring costs—for example, a platform with $2,000 monthly fees might require $4,000-6,000 in implementation services. Budget 10-15% of annual technology spending for integration maintenance, troubleshooting, and optimization. Plan for 5-10% annual increases in software costs as vendors add features and adjust pricing. Factor in staff time required for training, testing, and providing feedback during implementation.
Risk mitigation strategies include maintaining backup systems during initial deployment (keeping old phone system active for first 30 days), staging rollout across agent groups (starting with small teams before full deployment), establishing rollback procedures (clear plans for reverting if critical issues arise), and maintaining vendor support contracts (ensuring rapid response when problems occur). Document all configuration decisions, integration details, and customizations to facilitate troubleshooting and future modifications.
Measuring ROI and Optimizing Technology Performance
Justifying **automotive BDC technology** investments requires demonstrating measurable return on investment through improved conversion rates, operational efficiency, and revenue growth. Sophisticated ROI analysis goes beyond simple cost-benefit calculations to understand which specific technology components drive results and where additional investment would yield highest returns.
Direct revenue impact represents the most straightforward ROI metric—comparing sales generated through BDC operations before and after technology implementation. Comprehensive tracking requires attribution systems that connect specific leads to appointments, appointments to sales, and sales to revenue and gross profit. Advanced analytics platforms calculate revenue per lead by source, identifying which marketing channels generate highest-value customers. Dealerships implementing modern BDC technology stacks report average revenue increases of 25-40% within 12 months, driven by improved conversion rates at every funnel stage [Source: Cox Automotive, 2024].
Operational efficiency gains translate directly to cost savings and capacity expansion. Automation reduces time spent on routine tasks—data entry, appointment scheduling, follow-up reminders—enabling agents to handle more leads with the same headcount. Integration eliminates duplicate work and reduces errors that require correction. Analytics enable better staffing decisions, matching agent availability to lead volume patterns. Quantify efficiency improvements by measuring leads handled per agent before and after implementation, time spent on administrative tasks, and error rates requiring rework. Typical efficiency improvements range 30-50%, enabling BDC expansion without proportional staff increases.
Conversion rate improvements at each funnel stage compound to dramatic overall impact. Consider a BDC handling 1,000 monthly leads: Improving contact rate from 65% to 75% means reaching 100 more customers. Improving appointment set rate from 30% to 35% adds 33 appointments. Improving show rate from 65% to 75% adds 25 shown appointments. Improving close rate from 45% to 50% adds 11 sales. These seemingly modest improvements at each stage combine to 50% more monthly sales. Technology enables these improvements through faster response times, better agent coaching, more effective follow-up, and optimized contact strategies.
Customer satisfaction and retention metrics provide longer-term ROI indicators. Technology that improves customer experiences—faster response times, personalized communication, seamless handoffs between channels—drives higher satisfaction scores, more positive reviews, and increased referrals. Retention analysis tracks repeat purchase rates and service loyalty for customers acquired through BDC operations, calculating lifetime value by acquisition channel. Dealerships report 20-30% higher customer satisfaction scores and 15-25% improvement in service retention after implementing modern BDC technology [Source: J.D. Power, 2024].
Marketing efficiency improvements enable better budget allocation across channels. Detailed attribution reveals true cost per sale by source, identifying underperforming channels consuming budget without generating proportional results. Dealerships using sophisticated attribution report reallocating 15-25% of marketing budgets from low-performing to high-performing channels, improving overall marketing ROI by 30-40%. Multi-touch attribution provides insights into how different channels work together, enabling strategic decisions about channel mix and budget allocation.
Benchmarking against industry standards provides context for performance evaluation. Leading BDC operations achieve contact rates above 75%, appointment set rates above 35%, show rates above 70%, and close rates above 45%. Compare your metrics to these benchmarks, identifying specific areas where technology investments could drive improvement. Focus technology spending on addressing your biggest gaps—if contact rates are strong but appointment set rates lag, invest in conversation intelligence and agent coaching tools rather than lead aggregation platforms.
Ongoing optimization requires systematic testing and refinement. A/B test different approaches to common scenarios, measuring impact on conversion rates. Test alternative call scripts, email templates, SMS messages, and follow-up timing. Implement winning variations and continue testing new approaches. Establish monthly optimization reviews analyzing performance trends, identifying anomalies requiring investigation, and brainstorming improvement opportunities. Quarterly business reviews with technology vendors assess whether you're utilizing all available features and whether new capabilities could address current challenges.
Calculating total cost of ownership (TCO) provides accurate understanding of technology investments. Include software licensing fees, implementation costs, integration expenses, training time, ongoing support contracts, and staff time for administration and troubleshooting. Compare TCO to quantified benefits—additional revenue, cost savings, efficiency gains—calculating payback period and ongoing ROI. Most comprehensive BDC technology implementations achieve positive ROI within 6-12 months and generate 200-400% ROI annually once fully optimized.
Frequently Asked Questions
What is BDC technology automotive and why do dealerships need it?
BDC technology automotive refers to the integrated software platforms, communication tools, and data systems that enable automotive Business Development Centers to efficiently manage customer interactions across phone, email, text, and chat channels. Dealerships need modern BDC technology because 73% of car buyers expect responses within 5 minutes, yet the average dealership takes 47 minutes to respond to leads [Source: CDK Global, 2024]. Comprehensive technology stacks improve lead conversion rates by 45%, reduce response times by 60%, and generate 300% ROI within 12 months by eliminating manual processes, preventing lead leakage, and providing actionable performance insights.
How much does a complete BDC technology stack cost?
Entry-level BDC technology stacks cost $800-1,500 monthly for single-location dealerships, including basic phone systems, CRM integration, and call recording. Mid-tier implementations range $2,500-5,000 monthly, adding advanced analytics, multi-channel communication, and quality assurance tools. Enterprise solutions for dealer groups cost $8,000-15,000+ monthly with AI-powered platforms, custom integrations, and dedicated support. Initial implementation typically costs 2-3x monthly recurring fees for setup, integration, and training. Most dealerships achieve positive ROI within 6-12 months through improved conversion rates and operational efficiency.
What are the most important features to look for in BDC technology?
The most critical BDC technology features include cloud-based phone systems with intelligent call routing and CRM integration, comprehensive call recording with transcription and searchable archives, real-time analytics dashboards displaying performance metrics across all channels, seamless CRM-DMS integration eliminating duplicate data entry, marketing automation for multi-touch lead nurturing, and conversation intelligence providing coaching insights and quality assurance. Prioritize platforms offering mobile accessibility, unlimited scalability, and robust integration ecosystems supporting your specific CRM and DMS platforms. Dealerships report these core features drive 80% of technology ROI.
How long does it take to implement a new BDC technology stack?
Basic BDC technology implementation requires 30-45 days for phone system setup, CRM integration, and staff training. Comprehensive stack deployment spans 60-90 days when adding analytics platforms, quality assurance tools, and advanced integrations. Enterprise implementations with custom integrations and AI platforms may require 90-120 days. Phased rollout approaches—starting with core communication tools, then adding integration and intelligence layers—accelerate time-to-value while managing change effectively. Most dealerships see measurable performance improvements within 30 days of completing basic implementation, with continued optimization driving additional gains over 6-12 months.
Do I need separate systems for phone, email, SMS, and chat?
Modern unified communication platforms consolidate phone, email, SMS, and chat into single interfaces, eliminating the need for separate systems. Unified platforms provide significant advantages including single agent desktop (reducing application switching), consolidated reporting (visibility across all channels), consistent customer experience (seamless handoffs between channels), and simplified training (one system to learn). However, some dealerships prefer best-of-breed approaches, selecting specialized tools for each channel and integrating them through middleware platforms. Unified platforms cost 20-30% less than separate systems while improving agent efficiency by 25-35% [Source: Gartner, 2024].
How does BDC technology integrate with my existing CRM and DMS?
Modern BDC platforms integrate with CRM and DMS systems through API-based connections that sync data in real-time or near-real-time (1-5 minute delays). When customers call, phone systems query CRM for existing records and pull service history from DMS, displaying complete profiles before agents answer. When agents update information or schedule appointments, changes automatically flow to both CRM and DMS, eliminating duplicate entry. Integration complexity varies by DMS provider—major platforms like CDK and Reynolds offer documented APIs, while legacy systems may require custom development. Most implementations use middleware platforms or integration specialists to handle technical complexity, with typical setup taking 2-4 weeks.
What is conversation intelligence and how does it improve BDC performance?
Conversation intelligence platforms use artificial intelligence and natural language processing to analyze call content, identifying customer sentiment, measuring script adherence, detecting compliance risks, and surfacing coaching opportunities. These systems transcribe calls in real-time, automatically score conversations against quality criteria, and provide agents with real-time guidance during calls. Dealerships implementing conversation intelligence report 35% improvement in average call quality scores, 40% faster agent onboarding, and 25% improvement in conversion rates by enabling data-driven coaching focused on specific behaviors that drive results [Source: Marchex, 2024]. Leading platforms include Marchex, Invoca, and CallMiner.
Can BDC technology help with compliance and legal requirements?
Comprehensive BDC technology platforms include critical compliance features including automatic call recording with unlimited retention (documenting all customer interactions), consent management tracking opt-in/opt-out status for calls, emails, and texts, automated compliance checks detecting prohibited language or missing disclosures, audit trails logging all system access and data changes, and secure data storage meeting privacy regulations. Call recording systems automatically flag compliance risks like missing required disclosures, inappropriate language, or violations of do-not-call lists. SMS platforms ensure TCPA compliance by managing consent and processing opt-out requests. Proper technology implementation significantly reduces compliance risk while providing documentation if disputes arise.
How do I measure ROI from BDC technology investments?
Measure BDC technology ROI by tracking direct revenue impact (sales generated through BDC operations), operational efficiency gains (leads handled per agent, time saved on administrative tasks), conversion rate improvements at each funnel stage (contact rate, appointment set rate, show rate, close rate), marketing efficiency improvements (cost per sale by channel, budget reallocation to high-performing sources), and customer satisfaction metrics (satisfaction scores, retention rates, referral volume). Calculate total cost of ownership including software fees, implementation costs, training time, and ongoing support. Most dealerships achieve positive ROI within 6-12 months and generate 200-400% annual ROI once fully optimized through improved conversion rates and operational efficiency.
What is the IETF vCons standard and why does it matter for BDC technology?
The IETF vCons (Virtualized Conversations) standard provides a unified format for capturing and sharing conversation data across platforms, enabling seamless conversation portability without proprietary conversion processes. vCons standardizes how systems store call recordings, transcripts, metadata, and analytics, dramatically simplifying integration between different technology platforms. Early adopters report 60% reduction in integration development time and significantly improved data quality across their technology stacks [Source: Forrester Research, 2024]. While vCons adoption remains limited in 2024, industry analysts predict it will become the dominant standard for automotive conversation data by 2026, making it an important consideration for long-term technology planning.
Should I build a custom BDC technology solution or use off-the-shelf platforms?
Most dealerships should use established off-the-shelf BDC platforms rather than building custom solutions. Commercial platforms offer proven functionality, regular updates with new features, established integration ecosystems, dedicated support teams, and significantly lower total cost of ownership compared to custom development. Custom solutions make sense only for very large dealer groups with unique requirements not addressed by commercial platforms, sufficient IT resources to support ongoing development and maintenance, and budget for 5-10x higher implementation costs. Even large organizations typically customize commercial platforms rather than building from scratch, achieving 80% of custom benefits at 20% of the cost.
How often should I upgrade or replace BDC technology?
Review BDC technology performance quarterly, assessing whether current tools meet evolving needs and whether new capabilities could drive additional improvements. Plan major technology refreshes every 3-5 years as platforms introduce transformative capabilities (like AI-powered conversation intelligence) that justify migration effort. Replace underperforming platforms when they consistently fail to meet service level agreements, lack critical integrations with other dealership systems, or fall significantly behind competitors in features and capabilities. Avoid changing technology too frequently—successful implementations require 6-12 months to fully optimize, and frequent changes prevent staff from developing expertise and prevent you from realizing full ROI.
**About the Author:** This guide was developed by the team at Strolid Marketing, a BDC consulting and technology firm with 11+ years of experience servicing automotive dealerships across the US market. Strolid specializes in implementing comprehensive BDC technology stacks that drive measurable improvements in lead conversion, operational efficiency, and revenue growth. Our BDC Portal platform provides complete transparency and real-time visibility into dealership BDC operations, helping dealers maximize ROI from their technology investments.