Customer Service and Warranty Outsourcing for OEMs and Importers

Tier 1-3

Customer Service Coverage

Multi-Brand

Experience Across OEMs

ISO 27001

Compliant Security

40-60%

Cost Savings

OEMs need Tier 1 (general enquiries), Tier 2 (technical escalation), and Tier 3 (complaints and case management) handled consistently across multiple dealer networks. Most outsourcing providers only handle Tier 1 and push everything else back to your internal team. CDM delivers all three tiers with trained specialists who understand escalation protocols, dealer relationships, and manufacturer processes.

When a recall is issued, volume spikes are immediate and the compliance clock starts ticking. Customers are anxious. Dealers need coordination. Regulators expect timely action. You need trained agents who can explain the issue clearly, reassure customers, and book rectification appointments across your dealer network without overwhelming individual dealers. CDM has managed recall campaigns for major brands and can scale rapidly when a recall lands.

Warranty administration is detail-heavy, time-sensitive, and prone to error. Incorrect claims processing damages dealer relationships and creates compliance risk. Backlogs build during peak periods and model transitions. CDM's back-office teams handle claims processing, documentation, validation, and reporting so your internal team can focus on product quality and dealer support.

Manufacturer CSI (Customer Satisfaction Index) programmes require systematic post-interaction surveying and follow-up. Low scores need closed-loop resolution. High scores need reinforcement. CDM manages outbound satisfaction surveys, complaint follow-up, and CSI reporting across your entire dealer network.

01

CDM operates Tier 1, 2, and 3 customer service on behalf of vehicle manufacturers. General enquiries are resolved at first contact. Technical issues are escalated to trained specialists. Complaints and complex cases are managed through structured case management with full audit trail. Each tier follows your brand standards and escalation protocols.

02

When a recall is announced, CDM activates a dedicated campaign team. Inbound enquiry handling for concerned customers. Outbound contact to affected vehicle owners. Appointment booking across your dealer network. Progress tracking and compliance reporting. We scale the team to match volume and wind down as the campaign completes.

03

CDM's back-office teams process warranty claims end to end: initial claim intake, documentation validation, manufacturer approval workflows, dealer communication, and payment tracking. Integrated with your warranty management system. Regular reporting on claim volumes, approval rates, and processing times.

04

Systematic post-interaction surveying via phone, email, and SMS. Closed-loop follow-up on negative experiences. CSI data aggregated across your dealer network with benchmarking and trend analysis. Monthly reporting to your customer experience leadership team.

Compliant information security management

CDM's proprietary data security standard

Fully compliant with Australian privacy legislation

Free. No email required to start.

30-min call. No obligation.

Transforming customer experience into measurable growth across Australia, New Zealand, and Fiji.