Proactive Dealer Solutions

Huntersville,  NC 
United States

We Are Modern Retailing

Proactive Dealer Solutions serves the automotive industry as a leading provider of proprietary software and training solutions that revolutionize the automotive customer experience. We help dealers connect and convert more leads, enhance customer experience, and increase loyalty and revenue for both fixed and variable ops. 
Founded in 2001, Proactive Dealer Solutions quickly became known as the authority in the Business Development concept and has become an industry disruptor in this space, establishing more than 4,000 BDCs across the US and Canada. Pioneers in BDC activity and performance tracking software, Proactive continues to evolve as the leading customer experience (CX) solutions provider in today’s competitive marketplace.

Proactive Dealer Solutions approaches partnerships with automotive dealers and OEMs through comprehensive, customizable training programs and a robust software suite that transforms the dealership’s culture through people, process, and technology. We believe that every dealer has the ability to be GREAT and deserves that opportunity.

 Show Specials

 Press Releases

  • Digital voice assistant handles & appoints inbound service calls for dealers with 100% connectivity, improving customer experience while reducing costs

    Proactive Dealer Solutions, a provider of effective lead management and conversion services for the auto and motorized vehicle dealership sector, today announced the launch of, an intelligent conversational Digital Voice Assistant (DVA) for the retail automotive industry that delivers 100 percent call connectivity, sets service appointments in an average of only three minutes, and answers routine dealership questions. delivers a great customer experience while freeing up service staff and BDC agents to focus on the customers in front of them, as well as revenue-producing outbound customer service calls. The DVA allows dealers to reduce staff or reallocate for growth and has been designed and built to continuously learn from interactions with customers. has the proven capability to answer every call and provide high-level discourse in a consistently helpful and professional way,” said Jason Beckett, Chief Operating Officer, Proactive Dealer Solutions. “This is a game-changer for our industry since we know on average 30 percent of inbound phone calls to service departments never connect. They are abandoned on hold, misrouted, or lost. That results in tens of thousands in lost revenue. ensures every call is answered and handled, including nonappointable request calls for things like service hours that eat up employee time. Why should a human handle those FAQ calls, and easy appointment request calls, when a DVA can do it quickly, efficiently, and more cost-effectively?” is available to customers 24/7 and communicates in a conversational and natural way with contextual awareness and adaptive behavior, much like common DVA home devices such as Alexa and Google Home. Development of has been ongoing, and now with nearly 11 million calls captured, analyzed, and scored, the proven efficiency of the DVA is ready for wide release.

    "In our industry, you hear the saying: the two-legged expense is the greatest expense," said Lawson Owen, founder & CEO, Proactive Dealer Solutions. " never complains, calls in sick, or earns bonuses on appointment shows. A DVA is an affordable solution that makes calling a service department a great experience while allowing dealers to reduce staff for bottom-line savings or reallocate resources for proactive growth." is a stand-alone solution but will be closely tied to Proactive Dealer Solutions’ popular CallerCX platform. CallerCX monitors, evaluates, and scores inbound sales and services calls using proprietary artificial intelligence technology to coach staff on how to better handle calls and to notify managers of mishandled opportunities. complements CallerCX by alleviating service advisors and BDC agents from the demands of inbound service calls.

    To See the Full Article Click Here

  • Background

    McKenna Cars is part of a proud tradition in the automobile industry that’s been serving drivers throughout Southern California since the early 1950s. Since then, McKenna Cars has grown into one of the largest and most successful family-owned automotive groups in the US.

    Like other dealers, the group was experiencing unprecedented staffing challenges and struggling to find quality, qualified employees to staff their centralized BDC. To combat the talent shortage and ensure they weren’t missing any inbound service appointment opportunities, McKenna turned to technology in the form of a Digital Voice Assistant (DVA) and launched

    Powered by Proactive Dealer Solutions, is automotive’s first Digital Voice Assistant to answer, handle, and appoint inbound service calls for dealers. Brooke handles any call volume 24/7/365, meaning absolutely no service calls go unanswered. 


    • Ensure 100% call answering for all overflow and after-hours calls by utilizing
    • Ease the staffing deficit in McKenna's centralized BDC by leveraging for routine calls and service scheduling opportunities.
    • Provide a great caller experience and reduce connectivity fail points through the automation capabilities of

    The Challenges

    Call data indicates that new and retained customers call service departments twenty times for every one call to the sales department. Unfortunately, more than 30 percent of those inbound calls are abandoned on hold, misrouted, or missed altogether.

    McKenna Cars has been partnering with Proactive Dealer Solutions since 2019 to improve operations within their centralized service BDC. "We already knew that we were missing calls in service. We were already looking for a solution to build or buy that would help us fix this struggle for our customer. We built a BDC, we brought in training, we did everything we knew how to do,” commented Greg Stolrow, CFO of the auto group. “Then came the pandemic. Many of our stores saw call failure rates soar during and still after the pandemic. Our staffing struggles during and since COVID shutdowns meant less bodies to answer the phones," added Stolrow.

    Talent gaps are a huge concern as consumer expectations continue to rise. "The truth is, we’ve always struggled with staffing BDCs and call centers. This issue was just exacerbated with the pandemic," stated Alexandra Issacharoff, BDC Manager for McKenna. "My struggles have been two-fold. Finding people is hard enough. But finding the right people is even tougher. Booking appointments has become more complex, soft skills and customer experience are more important than ever, and we’re asking entry-level agents to rise to a new occasion in today’s competitive marketplace." Issacharoff commented.

    Historically, customers have expected the basics, like competitive pricing and pleasant interactions — but today’s consumer has much higher expectations. Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago (microsoft). When it comes to service scheduling, the number of calls is increasing, not decreasing. Even though online scheduling tools were originally built for customers to self-schedule an appointment on a dealer’s website, the majority of customers still prefer to call the service department.

    The Opportunity

    This presents an opportunity because typically 75 percent of those calls are FAQs, routine requests, and non-technical questions. By turning these calls over to, she eases the burden on teams and reduces average handling time by providing the right experience at the very first call. interacts with callers as a human would due to conversational capabilities. Built on millions of actual service calls and backed by behind-the-scenes human assistance, understands requests in the various ways that they are asked and responds without using a script, creating a natural, friendly conversation.

    Brooke can take a caller from “I need to schedule an appointment” to properly identifying opcodes, offering available appointment times, discussing transportation options, and scheduling the appointment, and even offer up confirmation texts. She can handle all service calls for dealers, transferring calls when human intervention is necessary. Or dealers can choose a human-first approach, with calls routing to Brooke after hours and when nobody is available to answer the call - a far more customer-centric approach than to a voicemail box where calls may or may not receive a return call. This approach is exactly what delivered for McKenna Cars. Brooke was onboarded to handle only overflow and after hours calls for the centralized service BDC. Within a short time, it was clear that Brooke was going to maximize those call opportunities, generating more than 840 appointments in the first month, with a realized revenue value of 532.9 thousand dollars. 

    “We put Brooke in place to handle calls that we would otherwise miss for the 8 stores in our group, most of which are highline stores. Our initial concern was that the expectation of our shopper demographic would not align with scheduling a service appointment through Brooke. This didn’t prove to be the case for us." Stated Stolrow. “Now that we are staffing up, Brooke will continue to prove her value in freeing up our BDC team for outbound activities to continue to fill our bays and secure our corner of the market.”

    Stay tuned for a continuation of this study: The Case for Culture Change: How a Digital Voice Assistant can Help Make Your BDC an Outbound Engine for Revenue Growth.

    Article by Tiffany Peeler

    Tiffany Peeler is the VP of Sales & Operations for Proactive Dealer Solutions. Tiffany joined the Account Management team in 2014 and quickly became recognized for driving growth and retention with her expertise in developing and delivering effective coaching solutions. Today, Tiffany leads the sales and fulfillment teams with a laser focus on delivering industry-leading solutions to improve upon the customer experience and radically improving dealership profitability for over 1,200 North American dealerships.

    Check out the original Article HERE


    The first intelligent Digital Voice Assistant to handle & appoint inbound service calls for dealers improving CX & reducing cost....

  • The first intelligent Digital Voice Assistant to answer, handle, and appoint inbound service calls. Talking to Brooke is like talking to a friend, with human-level understanding and a friendly, conversational voice. Her conversational AI is built on millions of actual service industry conversations, making her the easiest onboard you’ll ever have! And Brooke always follows dealership scheduling policies which keeps your service advisors and technicians happy and your shop at optimum capacity.    
  • CallerCX
    Maximize dealership calls by connecting & appointing more sales & service leads....

  • Many consumers today still prefer to click and call your dealership over sending an email or filling out a form on your website. The fastest way to see an immediate increase in sales and service at any dealership is to better handle inbound calls.  CallerCX is the #1 intelligent call recording software for your entire dealership. Every inbound call is automatically evaluated and scored through our Artificial Intelligence to coach staff on how to better handle the calls, and to notify managers of mishandled opportunities. CallerCX helps you maximize all dealership calls by increasing connectivity and skill sets for appointing more sales and service leads.
  • MasterClass
    The only workshop that combines the “how-to” and the real world, providing the skills necessary for customer experience excellence....

  • The way people buy cars has changed, along with the expectations of today’s consumers. MasterClass is designed to provide sales and service staff and management with the skills and tactics they need to create a differentiated customer experience that results in customer retention and increased spend. This intensive, highly-interactive program brings both the “how” and the real world into the training room and emphasizes active skills training exercises and skills application.
  • Virtual BDC for Service
    We drive your service retention & profitability by booking service appts. on your dealership’s behalf....

  • Outsource your service calls to us and receive focused, dedicated, and highly-trained specialists who manage your customer communications and improve retention and customer experience. We drive your service absorption and profitability by handling your inbound calls, making your outbound calls, and booking your service appointments directly in your scheduling tool.

 Additional Info

This company does business in International markets.