Automotive outsourcing in the Philippines gives dealer groups, warranty administrators and fleet operators a dedicated team for service bookings, warranty claims and customer follow-up.
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Service booking and BDC calls, outbound reminders and recall campaigns, warranty claim preparation and submission, parts enquiries, F&I document chasing and lender follow-up, DMS record housekeeping and post-service customer follow-up. Technical diagnosis and pricing decisions stay with your own staff.
ProVizion builds automotive BPO teams in the Philippines for dealer groups, warranty administrators, fleet operators and rental companies that need their service lines answered, their claims processed and their DMS kept accurate without pulling technicians and advisors off the floor. We have delivered dedicated Filipino teams since 2011 for clients including Allstate, Acrisure and Agency MVP, and the automotive sector draws on the same approach.
Your staff work inside your dealer management system, whether that is CDK, Reynolds and Reynolds, Pentana, Titan or Dealertrack, and inside your warranty, finance and roadside platforms. They book services, prepare and lodge warranty claims, quote parts, chase finance documents, dispatch tow operators and follow up customers after a workshop visit. A two-person service booking desk can be answering calls within 48 hours; a multi-brand group contact centre takes a few weeks to scope. Management can sit with your fixed operations director or with a ProVizion team leader, whichever you prefer.
Franchised dealer groups with multiple rooftops want a central service booking and customer care function. Warranty and extended service contract administrators need claims support that scales with the book. Fleet and leasing companies need driver support and maintenance authorisation. Rental and car subscription firms need reservation, damage claim and roadside desks.
Each has a different rhythm. Dealers peak on Monday mornings and around campaign launches, warranty administrators when a recall lands, rental firms on holiday weekends. We design the roster around your cycle rather than a generic template.
"I can tell they have our best interest at heart because they're always going the extra mile for us."
A business development centre lives or dies on how many calls it answers and how many bookings it converts. Advisors on the workshop drive cannot do both jobs, and missed calls turn into empty bays. Our service booking agents work directly in your DMS scheduler or in tools like Xtime, myKaarma or AutoIntegrate, checking loaner availability, quoting standard service menus, capturing the customer's concern in the words they used and confirming by SMS.
The same team runs outbound campaigns: service reminders, recall notifications, lapsed customer reactivation and tyre or brake follow-ups from the last multi-point inspection. Where a group wants inbound voice at scale across many rooftops, our call centre outsourcing page explains how larger voice programmes are structured.
Warranty claims are detail work. A claim with the wrong labour operation code, a missing part number or an incomplete technician story gets rejected by the manufacturer, and the dealer eats the cost of the repair. Warranty administrators handling extended service contracts face the same precision requirement against their own policy terms.
This work draws on the same skill set as insurance claims, which we describe in detail on our claims processing outsourcing page.
"They do a GREAT job for a GREAT price. Completely worth what you pay for. Nothing to lose, give them a try, you won't regret it."
Parts counters get interrupted all day by phone enquiries from trade customers and other dealers. Our parts agents take those calls, look up fitment by VIN in your EPC, check stock across branches, place the order and chase backorders with the distributor.
Finance and insurance admin is another quiet backlog. Agents assemble deal jackets, chase missing documents from customers, submit applications to lenders, follow up on funding, register insurance and aftermarket products, and reconcile lender remittances in the DMS. Alongside this sits DMS housekeeping: customer record de-duplication, vehicle ownership updates, deal posting corrections and stock reconciliation. We cover this sort of administrative load more generally on our back office outsourcing page.
For fleet, rental and manufacturer roadside programmes, the dispatch desk is a 24-hour function. A driver broken down at 2am needs someone who can locate them, identify the vehicle, pick the right contractor from the network, authorise the tow and keep the driver updated until the truck arrives.
Manila's UTC+8 time zone gives us a day shift covering Australia and New Zealand, an afternoon or split shift covering the UK and a night shift covering the US and Canada, so overnight cover in your market is daytime work for our staff. Dispatchers work in your roadside or fleet platform, whether that is Agero, Urgent.ly, a fleet management system like Fleetio or Samsara, or a bespoke tool, with pre-agreed authorisation limits and escalation paths. Damage claims from rental and subscription customers are handled by the same team in quieter hours.
The follow-up call after a service visit is where CSI scores are made and deferred work gets booked. Our agents contact every customer within your chosen window, capture feedback, flag concerns to the service manager the same day, and book the tyres or brakes declined at the counter.
Standing up the team starts with a walkthrough of your rooftops, systems and peak calendar. We shortlist from a network of more than 10,000 Filipino professionals, you interview and select, and staff are trained on your DMS, your menus and your brand standards. Access is role-based and logged, all staff complete background checks and sign NDAs, and we can structure engagements to meet PCI DSS requirements where deposits are taken by card. Staff are full-time employees with health cover, paid leave and progression into team lead and QA roles. Contract terms typically run three to twelve months depending on scale. Dealer groups with an in-house insurance arm may also want to look at our insurance outsourcing page.
Service booking and BDC calls, outbound reminders and recall campaigns, warranty claim preparation and submission, parts enquiries, F&I document chasing and lender follow-up, DMS record housekeeping and post-service customer follow-up. Technical diagnosis and pricing decisions stay with your own staff.
Yes. Staff log in to your DMS, scheduling tools and manufacturer portals under your user permissions. All customer, vehicle and deal data stays in your systems, with activity logging and role-based access applied to every agent.
Agents are trained on your manufacturer's labour operation structure, parts validation rules and narrative requirements, and QA reviews claims before submission. Rejections are tracked by cause so recurring problems are fixed at the repair order stage rather than repeated.
Yes. Manila's time zone lets us cover Australian daytime, UK afternoons and North American nights on standard shifts, so an around-the-clock desk is built from normal rosters rather than unsociable-hours arrangements. Authorisation limits and contractor escalation paths are agreed in advance.
Either. Some groups want the BDC treated as their own remote staff and managed directly. Others prefer a ProVizion team leader to run rosters, QA and coaching against targets they set. You choose at the start and can change later.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.