Parts, Aftermarket, and Service Chain Outsourcing

40-60%

Cost Savings

Multi

Channel Support

2-4 Wks

Onboarding

24/7

Coverage Available

Parts counter staff handle hundreds of compatibility, pricing, and availability enquiries every day. Each phone call interrupts workshop flow or counter service. Online enquiries pile up in inboxes. CDM handles inbound parts enquiries across phone, email, and chat, freeing your counter staff and workshop managers to focus on physical operations and face-to-face customers.

Processing warranty claims for parts manufacturers involves detailed documentation, validation against manufacturer policies, and communication across the supply chain. It is time-consuming and error-prone. Backlogs delay reimbursements and damage supplier relationships. CDM's back-office teams handle warranty claims end to end, from initial intake through to resolution.

Independent mechanics and service chains lose revenue from no-shows and empty bays. The fix is systematic: appointment booking, confirmation calls, reminder SMS before the appointment, and rebooking for cancellations. Most workshops do not have the time or systems to run this consistently. CDM manages the entire scheduling and reminder workflow.

Aftermarket businesses depend on repeat customers, but most lose touch between services. Without systematic outbound contact, customers drift to competitors. Service reminders, seasonal campaigns, and lapsed customer reactivation programmes drive repeat business. CDM runs these outbound programmes at scale so your customer base stays active.

01

CDM handles inbound parts enquiries across phone, email, and chat. Agents are trained in parts catalogues, compatibility checking, and pricing. They answer availability questions, process orders, and escalate technical queries to your product specialists. Your counter staff focus on walk-in customers and workshop operations.

02

End-to-end warranty administration: claim intake, documentation compilation, manufacturer submission, status tracking, and dealer or customer communication. CDM follows your warranty policies and works within your warranty management system. Regular reporting on claim volumes, approval rates, and processing times.

03

CDM manages inbound appointment requests, outbound booking calls, confirmation SMS, day-before reminders, and post-service follow-up. Integrated with your booking system so appointments flow straight into your workshop schedule. No-show rates drop. Bay utilisation improves.

04

Outbound programmes to keep your customer base active: service due reminders based on time or mileage, seasonal campaigns (pre-winter checks, pre-summer cooling), lapsed customer reactivation calls, and loyalty programme management. CDM runs these campaigns systematically so no customer falls through the cracks.

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.