Case Study: Modernising Customer Service & Payroll Operations for a Leading Automotive Manufacturer

Executive Summary

We partnered with a leading automotive organisation to transition and stabilise critical customer service and payroll operations, moving delivery onshore to improve collaboration, performance, and resilience. Through rapid team mobilisation, deep operational integration, and targeted workflow optimisation, the program delivered measurable improvements in service levels, customer experience, and employee engagement, while also demonstrating agility and continuity during a major cyber incident. The partnership continues to grow in both scope and strategic value.

Customer Context

Our client is a well-established automotive manufacturer with a long-standing global presence. Known for producing stylish, technology-led, and reliable vehicles, the organisation has built a strong reputation for quality engineering, dependable components, and continuous innovation across its vehicle portfolio.

Challenge

The Australian customer service operation was previously delivered offshore, which limited local leadership visibility, collaboration with onshore stakeholders, and integration with head-office teams based in Victoria. Workforce instability and coverage constraints were also impacting service level performance and the overall customer experience.

The client sought a locally based partner to transition and stabilise multiple critical functions, including technical support, warranty and recall administration, training, case management, customer service, and payroll operations.

Solution

We established a new, locally delivered frontline customer service team, recruiting and training talent aligned to the client’s products, processes, and customer expectations. Existing payroll staff within scope were transitioned into the program, with a strong emphasis on cultural integration, engagement, and connection to both the client environment and their employer.

The customer service team ramped efficiently and quickly developed deep product and process expertise. Strong working relationships were formed with internal departments, enabling improved collaboration and knowledge flow. Once transition activities were completed, focus shifted to operational optimisation — realigning workflows between customer service consultants and case managers, and upskilling frontline teams to improve first-contact resolution.

During a major cyber incident over the Christmas period, the program demonstrated resilience and agility. Support was provided by enabling business continuity through alternative telephony platforms and rapidly standing up a dedicated incident response team to manage increased customer contact volumes related to the event.

Outcome

The program has delivered sustained improvements across operational performance, employee engagement, and customer experience, and continues to expand in both scale and scope.

24% improvement

in service level and average speed to answer

30% improvement

in first contact resolution

88% average

quality assurance scores

95% frontline team retention

Payroll employees actively participating in engagement initiatives and professional development programs