Why response time decides the deal
Across observed AU franchised dealer cohorts, contact rates drop by roughly 8x between a 5-minute and a 30-minute first response. By two hours, the lead is statistically cold. The economics are simple: faster contact, more conversations; more conversations, more test drives; more test drives, more cars.
What human BDCs actually achieve
A high-functioning two-person BDC at a metro franchised store typically achieves a median first-response of 18–35 minutes during business hours and 6–14 hours overall. Weekend and public-holiday coverage is the longest tail.
What AI changes
Sub-90-second first response, every channel, every hour, every day of the year. Coverage isn't the only lift, response quality stabilises because the AI never has a bad morning.
How to measure it honestly
Measure from lead creation to first meaningful customer-facing message, not from CRM stamp to internal acknowledgement. Strip out test leads and OEM placeholder enquiries. Report weekly, broken down by channel.