Nissan

Challenge

Our client was directed by their overseas head office to reduce head count and, simultaneously, improve customer experience. Also, the ACCC mandated all vehicles in Australia that had a Takata Airbag installed had to be recalled for the fitting of compliant airbags within 36 months. For our client this was more than 270,000 vehicles spread throughout Australia.

Solution

CDM Direct proposed a hybrid outsourcing model whereby incoming calls would be diverted for a first response to our call centre in NZ and the case managers would be outsourced to CDM Direct on a managed-service basis. That is, we took over the staff and managed them on their premises. The Takata Airbag recall program was completely outsourced to CDM Direct in all respects.

Outcome

CDM Direct managed to reduce the client’s head count by 14 staff within 3 months and has now taken on additional responsibilities for increasingly technical areas such as Learning & Development, Warranty Management and Techline Engineering. The Takata Airbag recall program was completed within 12 months at 30% less cost than the allowed budget.