Hey! I'm Mike. Been in the automotive field 5+ years, and have finally made it to a Service Manager position :) I have alot of knowledge with this stuff, but would like some input.

1.) I am creating a one person BDC by taking an advisor that distracts the techs and is a drama queen and am isolating her to a front office to perform Business Relations (rather than terminating around holiday season) by doing appt reminder calls, cold calling, declined services calls, and some other duties. During her "training" period, I have salaried her at $550/week. Once out of the training period, She gets a base, then $5/ each appt kept. I then have steps, where if she sets XX appts, & 90 or 80% or kept, the $5 can jump to 5.50/6.00. Month End: She then gets $10/car sold, then 1% of Svc & Parts gross, and any other bonus I want to run.

What is the easiest way to track the appointments she sets, then what is the easiest way to track what she upsells when making the appt. I need to distinguish somehow what she upsells vs what the advisor upsells. Right now Im thinking logging it on a spreadsheet. Have thought of DMS op codes, but were on REYREY ERA, which is a royal PITA. Hate it with a passion. Any ideas to simplify this?