The Evolution of Customer Care at CDK
In the fast-paced world of automotive retail, exceptional customer service isn’t just a value—it’s a competitive advantage. At CDK Global, we’re not only delivering innovative technology solutions; we’re working to ensure our dealers have exceptional customer service – enabling them to better serve their own customers.
Renee Hale, Vice President of Customer Care, brings more than 20 years of leadership experience in customer care and technical support across diverse technology sectors. Since joining CDK, she’s led a multi-year transformation of our customer care organization—one that’s reshaping how we serve our customers and redefining what excellence looks like.
Leading with a Customer-First Mindset
Our mission is simple – Put the customer at the center of everything we do and build systems, teams and processes that reflect that commitment.
This transformation is more than a systems upgrade—it’s a strategic shift designed to elevate every aspect of the dealer experience. We’re making substantial investments in cutting-edge technology to create streamlined and responsive customer care.
Key initiatives driving this evolution include:
- Modernizing foundational systems to simplify and enhance dealer interactions
- Launching advanced customer portals for seamless self-service that also provides several support channels so dealers can reach our teams on their time and in the manner that best suits them
- Leveraging AI to anticipate needs and resolve issues proactively
These efforts are already delivering measurable results. We’ve drastically reduced average call wait times, and time to resolution. This has contributed to our customer satisfaction score improving to more than 90%. Our team is also delivering industry-leading first contact resolution and has an average employee tenure of more than 10 years—proof that our people and processes are aligned for success.
At CDK, customer care is more than a department—it’s a mindset. Our team is passionate and driven. We actively listen to feedback, analyze data and implement improvements so we continuously evolve to address our customers’ needs.
Deliver an exceptional experience every time, for every dealer – that’s our goal.
Join Our Team: Shape the Future of Automotive Retail
Are you passionate about exceptional service? Energized by innovation? Ready to make a real impact in a dynamic industry? Explore career opportunities with our Sales & Customer Services teams at CDK Global—and help us drive the future of automotive retail.