DEALERSHIP BDC & CUSTOMER EXPERIENCE OUTSOURCING

When service is flat out, who owns the phone?

CDM Direct helps dealerships capture more enquiries, protect follow-up, and keep the customer journey moving when internal teams are stretched. Human agents are supported by AI-powered guidance, live visibility and structured workflows.

Take the Dealership Capacity Check

2-minute diagnostic. No email required to start.

Book a Review Call

30-minute strategy call. No obligation.

Capture every sales and service enquiry

See everything we see, in real time

Qualify, book and follow up

Automotive trained people, super-powered by AI

THE DEALERSHIP RESPONSE GAP

What breaks the dealership customer journey

Tight margins, rising customer expectations and seasonal demand swings create operational pressure that generic contact centres cannot solve.

Sales enquiry leakage

Missed calls and slow follow-up on web leads cost dealerships sales every week. Research consistently shows 30-50% of dealer enquiries go unanswered in an acceptable timeframe. Every missed call is a potential sale handed to a competitor.

Service department scheduling pressure

Service advisors juggle walk-ins, phone bookings and follow-up while managing the workshop floor. When the phone rings during a handover, something gives. Outsourcing bookings, reminders and follow-up frees advisors to look after the vehicles and the customers in front of them.

EOFY and launch staffing spikes

Every launch and end-of-financial-year campaign creates a temporary surge in enquiry volume. Local hires are slow and expensive. CDM scales trained automotive agents in two to three weeks and scales back when the campaign ends. You pay for capacity only when you need it.

After-hours and weekend enquiry capture

Most vehicle research happens outside business hours. Evenings and weekends are when buyers browse, compare and act. Dealerships without after-hours coverage lose those enquiries to competitors who respond first.

Every Missed Enquiry is a Sale to the Next Dealer

Sales enquiry handling, service appointment booking, and back-office support from trained automotive specialists to stop sales and service leakage. Scale for launches and EOFY without permanent headcount.

Check Your Sales Leakage

2-min diagnostic. No email required to start.

Book an AI Appraisal

30-min AI strategy call. No obligation.

HOW CDM DIRECT SUPPORTS DEALERSHIPS

A dealership support team that keeps every enquiry moving.

Tight margins, rising customer expectations and seasonal demand swings create operational pressure that generic contact centres cannot solve.

40-60%

Cost Savings vs Local Hiring

2-3 Weeks

Ramp-Up for Peak Campaigns

6+ DMS

Platform Integrations

24/7

Coverage Available

Sales Enquiry Handling and Lead Qualification

Every inbound enquiry is answered promptly and qualified against your criteria before being handed to your sales team. Phone, email, web form, live chat, Facebook, and Instagram enquiries are all managed through a single platform. Your sales team receives warm, qualified leads ready for follow-up, not raw contact forms sitting in an inbox.

Service Appointment Booking and Reminders

CDM manages your entire service booking workflow: inbound appointment requests, outbound reminder calls and SMS, post-service satisfaction follow-up, and rebooking for next service intervals. Integrated with your DMS so bookings flow straight into your workshop schedule. No double handling. No missed appointments.

Finance and Insurance Enquiry Support

Our teams understand novated leases, chattel mortgages, balloon payments, and dealer finance products. They handle initial finance enquiries, pre-qualification conversations, and insurance quote requests before handing qualified prospects to your F&I team. Faster processing. Fewer drop-offs between enquiry and settlement.

CRM Administration and Data Hygiene

Dedicated remote staff manage your CRM: updating customer records, logging interactions, cleaning duplicate data, and running reports. Your local team spends less time on admin and more time selling and servicing. Works with VinSolutions, Elead, Dealer Socket, and all major automotive CRM platforms.

PROVEN IN AUTOMOTIVE

Trusted across automotive brands, roadside operations and dealer networks.

CDM Direct has supported automotive customer operations across Australia and New Zealand since 2009, spanning dealerships, OEMs, roadside assistance, fleet and mobility, heavy vehicles, and parts and aftermarket.

AUTOMOTIVE EXPERIENCE

15+ years in automotive customer operations

Supporting automotive organisations across Australia and New Zealand since 2009.

2009 → TODAY

ROADSIDE OPERATIONS

40,000+ roadside calls every month

24/7 customer contact and operational support for 365 Roadside Assist.

24/7

CUSTOMER INTELLIGENCE

Customer insight across multiple automotive brands

Customer satisfaction reporting across countless brands for major global OEM groups.

5-BRAND CSAT

PDF · 18pp

Free download

The Dealership Retention Playbook

Seven plays Australian dealers are using to lift service-bay retention and aftercare revenue – without adding headcount.

THE SUPER AGENT OPERATING MODEL

Human judgement in front. AI and live intelligence behind it.

CDM's people remain responsible for the customer moment. AI works as an instrument behind them, helping surface context and knowledge, support Australian Consumer Law (ACL) compliance, summarise interactions and reveal patterns. The customer gets a more informed human response, not a bot standing between them and help.

Customer Context

Relevant Guidance

Interaction Summary

Early Signal

Context before the greeting

Customer history and recent interactions are available at the point of contact.

Knowledge in the moment

Relevant product, policy and process guidance can be surfaced while the conversation is happening.

Less admin after the call

Summaries and case notes reduce manual wrap-up and protect the detail needed for follow-through.

Signals before problems grow

Sentiment and disposition patterns help teams identify emerging risks earlier.

THE CONFIDENCE DIVIDEND

See everything we see.

Your automotive operation should never disappear into a black box. CDM provides a live window into the work we run for you, including dashboards, call recordings, CSAT and sentiment trends. Your team and ours can work from the same evidence, at the same time.

Live performance

See operational activity and service performance as it happens.

Customer evidence

Review recordings, quality evidence and customer sentiment.

Emerging patterns

Identify changing enquiry, disposition and sentiment trends earlier.

Shared action

Make decisions with CDM from the same current information.

CDM Direct solutions for dealerships

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

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

Bookkeeping & Back-Office

Automate accuracy and compliance

Compliant, intelligent automation for finance operations.

Automated data entry & reconciliation

Real-time financial reporting

Compliance management

Integration with major platforms

Automotive expertise

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

DMS integration

CDK, Dealertrack, AutoGate, Pentana, Keyloop, PBS. Real-time inventory visibility and customer history without duplicate data entry.

Peak period flexibility

Scale up for model launches and EOFY. Scale down during quiet periods. No permanent headcount for temporary demand.

After-hours coverage

Capture enquiries when customers are shopping. Evenings and weekends covered without expensive local after-hours rates.

40-60% cost savings

A 10-person dealer contact centre costs AUD $850,000 to $950,000 annually in Australia. With CDM, the same capability costs AUD $350,000 to $450,000.

Multi-channel consistency

Phone, email, SMS, chat, Facebook, Instagram, and dealer website enquiries managed in one unified platform.

Credentials and Compliance

Supporting Australian dealerships since 2009

ISO 27001

Compliant information security management

Digital Fortress

CDM's proprietary data security standard

Privacy Act

Fully compliant with Australian privacy legislation

DMS & CRM Integrations

CDK Global

Dealertrack

AutoGate

Pentana

Keyloop

PBS

VinSolutions

Elead

Dealer Socket

DMS Platforms CRM Platforms

Dealership customer service outsourcing FAQs

Ready to Transform Your Dealership CX?

See where sales enquiries, service bookings, and after-hours coverage are leaking - then talk to CDM about closing the gaps.

Score your sales, service & after-hours capacity

See what your in-house centre is really costing

Get the 3 highest-impact fixes for the next 90 days