At the time of GM Holden’s shutdown in 2021, Holden was one of the largest and most prominent car manufacturers in Australia with a strong reputation for sales and service.

• In June 2020 General Motors announced that due to a global strategy shift its Australian manufactured Holden brand would be discontinued in 2021. This development left the car manufacturer with the task of reassuring its past and existing customers that they would receive ongoing support for their vehicles. This included:

  1. Warranty Claims
  2. Spare Parts Availability
  3. Servicing and Repairs
  4. Recalls

  It was decided that the challenge of contacting their large customer base in addition to processing an anticipated rush of incoming inquiries would overload their existing customer service operations.

  Upscaling their in-house team made little sense considering the temporary nature of this challenge so they wanted instead to outsource customer service operations in the hope this would save on costs whilst maintaining their reputation for exemplary after sales service.

Outbound Customer Support (Australia Hours)

Kexxel BPO trained and allocated a team of strong English speakers to contact Holden’s current customer base.

We spoke to every customer to update them on the shutdown and to reassure them of continued after sales support, thus avoiding any negative perceptions the shutdown may cause to the manufacturer’s reputation.

Inbound Customer Support (Australia Hours) .

We worked based on Australian hours handling ongoing enquiries where every issue was resolved between 24 to 48 hours. Larger issues were appropriately escalated to the Holden team in Australia.

• Warranty issues
• Service & Repairing appointments
• After Sales Service
• Car defects

Customer Survey / Market Survey.

The Kexxel Team worked hand in Hand with Holden’s operations team to come up with a list of survey questions which covered all aspects of customer concern. We then contacted every customer and invited them to participate in the survey in return for a free gift sponsored by Holden.

Customer feedback was taken into account and addressed within 24 hours.

All of  Holden’s current customers were contacted within the desired timeframe & budget and their new avenues of support were communicated effectively, ensuring a smooth and drama-free transition.

Satisfied with the professional nature in which they were dealt, more than 90% of those contacted were happy to participate in our customer survey that ultimately indicated Holden’s reputation remained intact and ready for future operations.