Stellantis – end-to-end customer service for iconic auto brands

Stellantis – end-to-end customer service for iconic auto brands

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Achievements: Provide Stellantis customers with personalised and targeted support in a timely and efficient manner

Stellantis

Client Profile

Stellantis is a multinational automotive giant formed by merging Fiat Chrysler and PSA Group, boasting 14 iconic brands like Jeep and Peugeot and leading the charge in electric vehicle development.

 

Challenge

Challenge: Stellantis Australia was struggling to maintain customer service standards in the face of high levels of staff attrition, absenteeism across the three levels of customer interaction, basic call and email handling, higher level queries around dealer issues and delayed resolution and case management including technical responses.

 

Solution

CDM Direct recruited up to 20 agents with various levels of automotive experience across tiers 1, 2 and 3. Following intensive onsite and remote training the agents progressively took over the end-to-end management of customer queries for Stellantis.

 

Results

CDM Direct offered a versatile range of customer service options, with three distinct levels that cater to a diverse range of requirements, from basic inquiries to highly technical assistance. This flexibility has enabled Stellantis to provide their customers with personalised and targeted support, ensuring that their needs are met in a timely and efficient manner.

 

Testimonial

“Stellantis Australia wholeheartedly endorses CDM Direct for their exceptional customer service management. Their commitment to quality, technical expertise, and clear communication has made them an indispensable partner for our business. We are confident that any organisation seeking top-notch customer service solutions will find CDM Direct to be an exemplary choice.” Calum Grieve, Senior Manager Customer Care.