Appliances & Electrical

Appliances & Electrical

Tailored CX solutions for electrical goods, appliances and OEM manufacturers

We help great brands focus on customers

Brand reputation and relationships with end users as well as distributors are critical to success for appliance and OEM manufacturers. At CDM Direct we specialise in pre and post-sale engagement, customer service, omnichannel curation, complaints handling, tier 1 to 3 technical support, sales campaigns response handling, order processing, administration support and product recalls.

We work with some of the world’s leading brands including DeLonghi, Dyson, Karcher, Breville and Ozito to ensure their customers and partners are the best cared for in the market. Our industry experts are able to design tailored solutions for your business, and we will hand select highly qualified advisors to become the voice of your brand. From our new facility in Fiji we deliver the world-class service your customers expect while saving your money.


At CDM Direct, we specialise in enhancing the customer journey for consumers of electrical appliance brands. Our comprehensive services are all tailored to ensure customer satisfaction and uphold brand integrity.

Pre-Sales Enquiries
CDM Direct excels at handling pre-sales enquiries, providing prompt and detailed responses to customer questions about products and services.
Post-Sales Support
Our teams address product issues through troubleshooting and manage warranty claims to maintain satisfaction levels and uphold brand reputation.
Product Recalls
We understand the urgency and sensitivity surrounding product recalls, whcih is why we offer ready-to-go inbound facilities that can be activated almost immediately.
Customer Service Management
We deliver comprehensive customer service solutions over multiple channels, ensuring that every customer interaction is handled with the utmost professionalism and efficiency.
Technical Support & Helpdesk
With the increasing complexity of modern appliances and electrical products, CDM Direct provides specialised technical support to address customer issues promptly.
Returns and Remediation
With clear and consistent processes for product returns, refunds, and remediation, we help ensure a seamless experience for customers.
Overflow Call Handling
CDM Direct offers overflow call handling services to manage increased call volumes during peak periods, ensuring that every customer is attended to without delay.
Customer Satisfaction Surveys
Our CSAT surveys provide crucial insights into customer experience, enabling us to help our partners constantly improve services and products.
Warranty and Consumer Law Enquiries
We handle queries related to warranties and compliance with Australian Consumer Law, including issues related to major failures and refunds.

Why CDM Direct is your go-to for customer engagement

CDM Direct expertise in customer service, technical support and product recalls, as well as our ability to bring the voice of your brand to life in every interaction, ensures customer trust and brand integrity.

24/7 Availability

Our 24/7 support means we're here for your customers whenever they need us, day or night. It's all about providing that constant, reliable service.

Multichannel Support

Whether it's a call, email, live chat, or a tweet, we're on it. We meet your customers where they're most comfortable, making every interaction smooth and hassle-free.

Expert Staff

Our team isn't just skilled; they're automotive whizzes. From account managers to tech support, we're up to speed from day one, ensuring no time is wasted.

Scalable Solutions

Our services grow with you. Whether it's a seasonal rush or a big launch, we adapt quickly to keep things running smoothly.

Data-Driven Insights

We're all about the numbers that matter. With our regular customer satisfaction surveys and data analysis, we help you make smart, informed choices to keep your service top-notch.

Cost Efficiency

Partnering with us means more than just great service; it's about smart savings too. We help you cut costs without cutting corners, especially important when every penny counts after the sale.

Results we have delivered

Our Case Studies

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
Read more

Winc – reconnect with 100s of trade customers

Reduce cost to serve and reconnect with 100+ customers in just 12 weeks
Read more

Danoz – high volume order processing from TV ads

Scaling up to handle large volumes of direct response calls and increase conversion rates
Read more