Major Automotive OEM Outsources Australian Customer Service
Head Count Reduction
Our client was directed by their overseas head office to reduce head count and, simultaneously, improve customer experience.
Also, the ACCC mandated all vehicles in Australia that had a Takata Airbag installed had to be recalled for the fitting of compliant airbags within 36 months. For our client this was more than 270,000 vehicles spread throughout Australia.
CDM Direct managed to reduce the client’s head count by 14 staff within 3 months and has now taken on additional responsibilities for increasingly technical areas such as Learning & Development, Warranty Management and Techline Engineering.
The Takata Airbag recall program was completed within 12 months at 30% less cost than the allowed budget.