BDC Lead Management Report
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Kristine Halloran
DriveCentric is missing a dynamic BDC performance report that tracks the core KPIs every BDC manager and director relies on.
One report should include (and only include unless columns can be filtered out):
Contact (Engaged) % by Net Leads
Contacts (Engaged) appointed %
Appointment Set % by Net Leads
Appointment Show % by Scheduled Appointments
Lead-to-Show % by Net Leads
Sold % by Appointment Shows
Deals Killed (with the ability to review why)
These are fundamental BDC metrics, yet the only way to calculate them today is by exporting multiple reports, combining them into a spreadsheet, and hoping the data was pulled correctly. That's inefficient and increases the chance of reporting errors. I've even been told that some custom reports are "probably not accurate" and that I should combine multiple reports myself to calculate these KPIs.
There should be one dedicated BDC Lead Management report that gives managers a high-level view of team performance without requiring manual data compilation.
Even more importantly, the report should be fully drillable. For example, if a rep has a low show rate, I should be able to click into the metric, view those specific leads, sort by stage, review the conversation history, identify fumbles or poor responses, and listen to the calls associated with no-show appointments. Likewise, if a rep is killing an unusually high number of deals, I should be able to drill down and determine whether leads are being closed prematurely or for legitimate reasons.
Some existing reports have drill-down capability, but the information is scattered across multiple reports. The BDC department needs one centralized report that combines these essential KPIs with the ability to investigate the underlying opportunities...all in one place.
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Alex Weidenbenner
Merged in a post:
BDC Lead Management Report
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TRISH LOBO
A BDC Lead Management Report would be a valuable enhancement. Having all key lead information and performance metrics in one place would make it easier to manage daily tasks, monitor progress, and support the team more effectively. I believe this feature would improve efficiency and make lead management even more streamlined.
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MIRA JANE
Upvoting! A single report with all key BDC KPIs would make performance tracking faster, easier, and more accurate.
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CHARLIE PAYNE
upvoting this! This would be a huge improvement for BDC management. Having all core BDC KPIs in one centralized, drillable report would save a ton of time and make performance tracking much more accurate.
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Deajha Perez
I just posted something similar, as I am looking at appointment report for the month - I cannot remove duplicate names and see realistically how many appts were actually set. I have to literally write it down because I have no way to print the report either. This is becoming way too time consuming for the BDC to do simple reporting that used to take only 15 min right now
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kristineh@chicagoautoloans.com
Deajha Perez the reporting in general is frustrating and seems to be ALL over the place to find simple KPIs. I have to run multiple reports and hope I don't make a mistake as I collect data and make my own spreadsheet. The worst part is many of these reports cannot be validated, the numbers are different when comparing multiple standard and advanced reports. Even worse! They are lacking totals. Idk if I am doing something wrong but with our old CRM this data was instant and drillable in 2 reports, with the ability to select any date range (including today) WE NEED a functional BDC productivity report, and BDC lead management report to track daily, weekly, and monthly metrics. I feel like I am losing my marbles.
There isn't even a daily sold report that shows the vehicles and stock #s with front end and back end gross for finance and sales managers. We have to manually enter it into a spreadsheet.
Shelby Parker
Thanks for sharing this, TRISH LOBO — totally hear you on how having everything in one place could make day-to-day lead management a lot smoother. To make sure we’re scoping the right report, could you share a bit more: who would be using the BDC Lead Management Report most often (agents, BDC managers, sales managers, etc.), and what decisions/actions should it support? Also, what are the top 5–10 lead details and performance metrics you’d want front-and-center, and how do you typically use them during the day? Lastly, how would you want it structured to be most useful (by rep, team, lead source/campaign, date range, or another breakdown)?
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TRISH LOBO
Shelby Parker The BDC manager, GM, and the BDC department would use it. More than likely our owners as well. The report should ideally show only valid leads, as we have multiple reports where we can see the total opportunities, the percentage of bad leads by source, user etc.
Key Metrics
Total number of Valid leads
Contact percentage from valid leads
Total # of contacts appointed w/ a contacts appointed percentage as well
Percentage of appointments set from valid leads
Percentage of appointments shown
Percentage of shows from valid leads
Total # of shows
Total # of solds
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ERIKA RODRIGUEZ
Upvoting this. These are the core KPIs every BDC agents/ managers looks at daily, and having to pull multiple reports and combine them manually is both time-consuming and prone to errors.
A centralized, drillable BDC performance report would make coaching, tracking performance, and identifying opportunities much more efficient. Being able to click directly into a metric to review the associated leads, conversations, activities, and calls would save a tremendous amount of time and provide much better visibility into what's actually driving the numbers. This would be a huge improvement for BDC teams that rely on accurate, real-time reporting to manage performance.
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ALLEN NABONG
The drillability aspect you mentioned is what really stands out to me, it's not enough to just SEE that a rep has a low show rate, managers need to be able to quickly investigate WHY without jumping between 5 different reports. That kind of friction slows down coaching conversations and delays accountability.
Shelby Parker
Thanks for posting this, Kristine Halloran — really appreciate the detailed breakdown. Totally hear you on how inefficient (and error-prone) it is to have to export multiple reports and stitch these KPIs together manually, especially when you need drill-down to diagnose what’s driving the numbers. I’m sharing this with the team for review, and if we need any additional context (like how you’d want the drill-down views/filters to work day-to-day), I’ll follow up with a couple quick questions.
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Kristine Halloran
Shelby Parker Thank you!
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kristineh@chicagoautoloans.com
Shelby Parker Just want to follow up. By "Net leads" I mean VALID leads, with bad leads removed. Idk why so many reports include leads that aren't valid. You only really need one report that shows total leads vs valid leads. Like a "pure lead or raw lead report" For example, I have leads that we marked dead for "dealer purchase" when people are just looking to sell their car. Similarly, a service request lead should not be counted in valid leads or engaged. WHy do these show up in the Net leads and engaged if the deal was killed? They should be removed with the option to look at another report for the total leads.