Sales & Services BDC (Guest Experience Center)
Parts Wholesale
Warranty Processing
Business Office
Used Vehicle Acquisition
Overview
Pinnacle provides service across core dealership areas
Guest Experience Center
Consistent customer communication that improves execution, protects the customer experience, and drives measurable performance.
What Pinnacle runs
Inbound call handling for sales, service, and parts inquiries
Outbound follow-up on leads, missed calls, declined services, and reminders
Appointment scheduling, confirmations, and rescheduling
Multi-channel communication (phone, text, email) using dealership processes
Reporting and tracking of response times, bookings, and outcomes
What success looks like
- More serviced appointments and stronger sales lead conversion
- Fuller service bays and increased parts/service revenue
- Faster response times and consistent follow-up
- Improved customer experience and CSI
Parts Wholesale
A stable, execution-driven operation that improves speed, consistency, and throughput for parts wholesale workflows.
What Pinnacle runs
Monitoring and responding to online parts quote requests
Processing quotes through platforms like PartsTrader and OEC
Verifying part numbers, availability, and submission accuracy
Tracking outstanding quotes and responses
Maintaining consistent response coverage during business hours
What success looks like
- Faster quote turnaround times
- Improved accuracy and reduced missed opportunities
- Higher quote conversion and throughput
- More efficient use of internal parts staff time
Warranty Processing
Disciplined processing support that reduces backlog, improves consistency, and strengthens operational predictability.
What Pinnacle runs
Warranty claim preparation and review before submission
Error identification and correction tracking
Monitoring claim timing to align with OEM payment cycles
Reviewing factory expense reports and KPI performance
Providing visibility into claim status and trends
What success looks like
- More accurate claims and fewer rejections or chargebacks
- Faster reimbursement cycles and improved cash flow
- Better KPI control and audit readiness
- Reduced financial risk and administrative burden
Business Office
Reliable operational support that helps dealerships run with fewer surprises, less backlog, and more predictability.
What Pinnacle runs
Daily deal posting and documentation processing
Tracking funds collection and supporting receivable workflows
Reviewing deals for gross discrepancies or errors
Supporting inventory, floorplan, and reporting routines
Maintaining consistent financial workflow execution
What success looks like
- Faster deal processing and cleaner reporting
- Improved cash flow visibility and accuracy
- Fewer discrepancies and rework
- Stronger operational discipline and audit readiness
Used Vehicle Acquisition
Support for consistent execution in the workflows that drive used inventory growth and operational efficiency.
What Pinnacle runs
Monitoring seller opportunities using tools like Kelley Blue Book and CarFax
Outreach to in-market sellers based on dealership criteria
Qualifying sellers and coordinating follow-up communication
Scheduling in-person vehicle valuations with the dealership
Tracking outreach activity and valuation pipeline
What success looks like
- More vehicles sourced beyond trades and auctions
- Increased customer visits and appraisal opportunities
- Stronger used inventory pipeline
- Incremental retail sales and gross opportunity
What’s Included
Every Pinnacle service includes the complete operating model.
People
Dedicated, trained global talent delivering stable operational support.
Process
Structured workflows, clear ownership, and consistent execution.
Technology
Tools and enablement that support full utilization and measurable performance.
Performance management
Coaching, quality monitoring, and accountability, built into daily operations.
Start with one service area or rooftop.
Prove results.
Expand with confidence.
Many dealer groups begin with a single operational area or rooftop to validate performance, then expand across additional workflows once results are proven.