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Automotive Customer Service and CX Outsourcing Australia

Professional service that protects your brand
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Automotive Excellence, Delivered

24/7
Support Available
40-60%
Cost Savings
15+ Years
Auto Experience
6+ DMS
Integrations

For Dealerships

Sales enquiries, test drive bookings, service appointments, and customer retention

For OEMs

Multi-dealer support, warranty claims, recall campaigns, and customer satisfaction

For Roadside Assistance

Breakdown dispatch, towing coordination, 24/7 emergency response

For Fleet Operators

Driver support, maintenance coordination, incident management

Automotive Specialists

Teams trained in vehicle specs, financing, and dealer processes—not script readers

Peak Demand Ready

Scale up for model launches and sales events, down during quiet periods

DMS Integrated

CDK, Dealertrack, AutoGate, Pentana, Keyloop—real-time data access

Multi-Channel Support

Phone, email, SMS, chat, Facebook, Instagram—consistent everywhere

Challenges Facing Automotive Businesses in Australia

From peak demand spikes to after-hours coverage, automotive dealerships face unique operational challenges. CDM solves them all.

Ready to Transform Your Automotive CX?

Join leading dealerships and OEMs who've scaled with CDM
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1

Peak demand management

Enquiries spike around new model launches, end of financial year, and promotional campaigns. Maintaining adequate staff for peaks means excess capacity during normal periods. Overstaffing costs money. Understaffing loses sales and damages satisfaction.
2

Multi-channel complexity

Customers contact you via phone, email, SMS, live chat, Facebook, Instagram, and dealer websites. Managing consistent service across all channels requires sophisticated technology and well-trained teams. Most dealers struggle with this complexity.
3

Rising labour costs

Australian wages make local customer service expensive. A 10-person contact centre costs AUD $850,000-$950,000 annually. Margins on vehicle sales are tight. Every dollar saved on operations improves profitability without compromising service quality.
4

After-hours and weekend coverage

Customers shop for vehicles on evenings and weekends. Dealers who only operate business hours miss opportunities. But staffing after-hours and weekends with local staff is prohibitively expensive for most dealerships.
5

Technical knowledge requirements

Customers ask detailed questions about specifications, features, servicing, and warranty. Agents need automotive knowledge, not just generic customer service skills. Training and retaining knowledgeable staff is difficult and expensive.
6

Integration with DMS and CRM

Dealership Management Systems (DMS) and automotive CRMs require specific integrations and training. Generic BPO providers struggle with automotive-specific systems. You need partners who understand the automotive technology landscape.

How CDM supports automotive dealerships, OEMs, and fleet operators

01

Automotive Product Specialists

Our Fiji-based teams receive intensive training in automotive terminology, product specifications, and dealer processes. They understand the difference between novated leases and chattel mortgages, can explain service schedules, and know how to handle trade-in enquiries. Forget generic agents reading scripts—meet your new team of automotive specialists.
02

Seamless DMS and CRM Integration

We integrate with major automotive systems: CDK, Dealertrack, AutoGate, Pentana, Keyloop, and custom dealership platforms. Your team gets real-time access to inventory, customer history, service records, and sales pipelines. No duplicate data entry. No system switching.
03

Flexible Scaling for Peak Periods

Launch a new model? Running an end-of-year clearance? We scale your team up for the campaign and down when it ends. Pay for capacity only when you need it. No permanent headcount for temporary demand.
04

24/7 and After-Hours Capability

Our Fiji operations work Australian hours by default (AEDT +1), perfect for business hours coverage. Add Australian after-hours shifts for evening and weekend coverage. True 24/7 support for national roadside assistance and emergency services.

CDM solutions for the automotive industry

CX & Growth Partnership

Transform CX into a profit centre
Complete contact centre outsourcing for dealers, OEMs, and roadside assistance.
Test drive bookings & service appointments
Parts inquiries & roadside dispatch
Customer retention campaigns
Inbound enquiries & follow-ups
Learn More About CX Partnership
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Remote & Co-Sourced Teams

Scale instantly with brand-aligned talent
Dedicated staff for automotive operations without full-time hiring costs.
Sales support & service coordination
CRM administration & data entry
Back-office functions & reporting
Flexible scaling for peak periods
Learn More About Remote Teams
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Hyper-Personalisation Engine

Predict and personalise customer journeys
AI-powered customer intelligence for OEMs and large dealer groups.
Predict service no-shows
Identify vehicles due for trade-in
Personalise marketing campaigns
Prevent customer churn
Learn More About Hyper-Personalisation
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Why automotive businesses choose CDM

Automotive expertise and terminology

Teams trained in vehicle specifications, financing options, service processes, and dealer operations. They speak your language and understand your customers' needs.

Peak period flexibility

Scale teams up for model launches, sales events, and seasonal peaks. Scale down during quiet periods. Pay only for capacity when you need it.

After-hours and weekend coverage

Capture enquiries when customers are shopping (evenings and weekends) without expensive local after-hours rates. Expand your service window without expanding local headcount.

Up to 40-60% cost reduction

A 10-person dealer contact centre costs AUD $850,000-$950,000 annually in Australia. With CDM, the same capability costs AUD $350,000-$450,000. Save AUD $400,000-$500,000 per year without compromising quality.

Multi-channel customer engagement

Voice, email, SMS, live chat, Facebook, Instagram, and dealer website enquiries managed in one unified platform. Consistent service across every channel.

DMS and CRM integration

Seamless connection to CDK, Dealertrack, AutoGate, Pentana, and custom systems. Real-time inventory visibility, customer history, and service records without duplicate data entry.

Decades of Automotive Expertise in ANZ

CDM has supported automotive dealerships, OEMs, roadside assistance providers, and fleet operators since 2009. We understand the unique challenges of the Australian automotive market.

Services We Handle:

Sales enquiries: New vehicle enquiries, test drive bookings, trade-in appraisals
Service coordination: Service bookings, reminder calls, follow-up satisfaction surveys
Parts inquiries: Parts availability, pricing, compatibility checks
Roadside assistance: Breakdown dispatch, towing coordination, membership support
Finance and insurance: Loan pre-qualification, insurance quotes, novated lease enquiries
Customer retention: Service reminder campaigns, loyalty programme management, win-back campaigns

Certifications & Compliance:

ISO 27001 security for handling customer financial information
Digital Fortress standard for protecting sensitive data
Privacy Act compliant

DMS Integration:

• CDK Global
• Dealertrack
• AutoGate
• Pentana
• Keyloop
• PBS

Automotive customer service outsourcing FAQs

Yes. All automotive team members receive intensive training in automotive terminology, product specifications, and dealer processes before handling customer interactions. We provide ongoing training on new models and products as they launch. Our teams understand automotive terminology and can answer technical questions confidently.

Yes. We integrate with all major automotive systems including CDK, Dealertrack, AutoGate, Pentana, Keyloop, and PBS. We also connect to automotive CRMs like VinSolutions, Elead, and Dealer Socket. Our technical team handles all integration work. Your team gets real-time access to inventory, customer history, and service records.

We scale your team up temporarily to handle the increased volume. Most automotive clients run a base team year-round and add 3-5 additional agents for major campaigns and peak periods. You give us 2-3 weeks notice, we recruit and train the overflow team. When the peak ends, you scale back down. You only pay for the extra capacity when you need it.

Automotive customer service outsourcing typically costs up to 40-60% less than local hiring. A 10-person contact centre in Australia costs AUD $850,000-$950,000 annually (wages, super, space, systems, management). The same capability through CDM costs AUD $350,000-$450,000. That's AUD $400,000-$500,000 saved annually, which improves dealer profitability significantly.
Transforming customer experience into measurable growth across Australia, New Zealand, and Fiji.

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