Case Studies
Here you will find recent case studies of CDM Direct's varied work in sectors as diverse as healthcare, financial services, and retail / e-commerce.
Read the latest Case Studies from CDM Direct
Coco Republic – outsourcing to Fiji to improve customer service
Reduce labour costs, overcome staff shortages in Australia, and embody the brand's commitment to personalised service
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Battery World – Improved Call Handling, Maximized Customer Reach
Slashed call abandonment rate, capturing more business - Streamlined call routing, improving customer experience - Reached 97%+ answer rate ensuring no customer goes unanswered
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Dyson – ramping up a product recall team urgently
Reducing risk, protecting the brand and giving exceptional services by rolling out a product recall hotline within 24 hours
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365 Roadside Assist – 24/7 Support and Efficient Contractor Management
Faster response times, higher CSAT, increased sales, safer customers
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Stellantis – end-to-end customer service for iconic auto brands
Provide Stellantis customers with personalised and targeted support in a timely and efficient manner
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Nissan – headcount reduction while handling a product recall
Reduced headcount by 18 leading to a 30% cost saving on product recall campaign
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Credit24 – live chat for inbound sales
Using live chats to assist customers reduced staff costs and increased the likelihood of customers taking a loan by 87%
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Morrow Sodali – 90,000+ complex inbound shareholder calls
Achievement: 90,000+ complex inbound shareholder calls for corporate mergers Morrow Sodali Business Goal: Inbound shareholder calls Morrow Sodali is recognised as the Australian industry leader in shareholder engagement and proxy strategies, discrete institutional and retail investor research and corporate governance consulting. They were looking for an ongoing relationship with a company that can provide ongoing support […]
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Winc – reconnect with 100s of trade customers
Reduce cost to serve and reconnect with 100+ customers in just 12 weeks
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Scandia – outsourcing customer to improve grade of service
Reduction in customer complaints and 29% boost in grade of service
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Edwards Lifesciences – outreach to healthcare professionals
Raised awareness of Aortic Stenosis with over 1,000 GP practices and placed 5,000 kits
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Danoz – high volume order processing from TV ads
Scaling up to handle large volumes of direct response calls and increase conversion rates
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Outsourcing tech support & customer service costs cut by 25-30%
Drive accurate, intelligent & targeted marketing. Identify, target & attract new customers. Engage with the right customers.
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SteriHealth – 160 Appointments Per Week
After realising that their Business Development Managers (BDMs) were spending too much time prospecting and setting their own appointments, Sterihealth were looking to outsource the appointment setting side of their role to allow their BDM’s to spend more time in front of clients.
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DTR – outbound follow up increases sales
Follow up calls and emails to non-voice leads boosts sales by 14%
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100% Increase in Customer Survey Response
The client knew they needed to make a change and outsource their surveys so they could get the information they needed to meet the quality demanded by their clients. That’s where CDM Direct was able to offer an experienced team of surveyors to provide valuable insight into customer sentiment, whilst allowing their client’s staff to focus on income generating activities.
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100K Records for In-depth Customer Insights
Improved the database, completed within the timeframe
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What would you like to achieve today?
Even if you do not know exactly what services you need, you probably do know what business results you want to achieve. Whether that's to reduce your costs, improve your customer metrics, make more sales, or use technology to transform CX, use this form to get in touch for an initial chat about your goals.