Customer Service and Warranty Outsourcing for OEMs and Importers
Tiered customer service, warranty claims processing, recall campaign management, and customer satisfaction programmes for vehicle manufacturers operating in Australia and New Zealand.
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Frequently Asked Questions
- Can you maintain separate brand standards across multiple OEM programmes?
- Yes. CDM operates separate brand teams for each manufacturer programme. Each team is trained exclusively in that brand's products, processes, and tone of voice. Brand separation is maintained across systems, quality assurance, and reporting. There is no cross-contamination between programmes.
- How do you handle warranty claims that require manufacturer approval?
- We follow your approval workflow exactly. Claims are validated against your warranty policy, documentation is compiled, and claims are submitted through your warranty management system for approval. We track approval status and communicate outcomes to dealers. Rejected claims are flagged with reasons for review.
- What is your experience with recall campaign ramp-up?
- CDM has managed recall campaigns for major automotive brands. Typical ramp-up is two to three weeks from recall announcement to full team deployment. We handle inbound enquiries from concerned owners, outbound contact to affected vehicles, appointment booking across your dealer network, and progress reporting for regulatory compliance.
- How do you measure and report on customer satisfaction?
- We conduct post-interaction surveys via phone, email, and SMS. Data is aggregated by dealer, region, and interaction type. Monthly reports include CSI scores, trend analysis, and benchmarking across your network. Negative experiences trigger immediate closed-loop follow-up.