Thread regarding CDK Global Inc. layoffs

We've been a Keyloop customer for well over a decade now and have generally been happy with the service and support over the years but lately we've noticed a significant shift in how support is delivered and it's becoming a real concern.

There’s been a clear move away from local in country support towards offshore support based in India and unfortunately the difference in quality is hard to ignore It's not just about technical skill but about understanding our business needs and being able to follow through with clear and accurate support when we reach out, even after carefully explaining what’s needed (practically telling them what to do) we often end up in circular conversations with no real resolution and cases are getting closed without the actual issue being fixed and that’s just not acceptable

The previous support teams, who were based locally, understood the way we operate, knew our systems and were able to resolve issues quickly and effectively There was a personal relationship and a level of trust that made a huge difference and that’s been completely lost now It feels like a transactional, disconnected experience which is frustrating given we’re paying the same if not more for what is clearly a reduced level of service.

As a large and long standing customer it’s disappointing to see this direction being taken e feel let down by the current approach and we’re genuinely starting to lose faith in Keyloops ability to support our business in the way it once did.

I guess the biscuit will make it a great place work. Be careful it maybe toxic like the culture or a cheap way of further headcount reduction.

I do truly enjoy post @820g+154y9TPM.

An armchair wannabe genius who thinks using Copilot for grammar will help them, but let’s be honest, it’s probably a “him", completely misses the point: we can all see he is a UK sales manager who was brought on during the CDK years.

The only part of the business still clinging to an auto-generated version of reality, where customer sentiment is supposedly dropping (despite trending upward for the past 18 months), are the backwater, mildly racist salespeople who are still butthurt that first-line contact is now handled by English-speaking colleagues based in another country.

We could go on dissecting the rest of the post, but then "Anonymous" will start complaining about personal attacks, after all, we know how fragile the ego can be when someone can't even sell a DMS to customers actively looking for one.

Please note - this has been through Copilot to reduce any identifiable traits (such is the current paranoia in Keyloop)

After reviewing recent feedback, I find that many of the concerns raised truly reflect the reality of working here.

• Employees are discouraged from offering suggestions to enhance customer experience if their views differ from management, often leading to isolation.
• Despite a strong desire to provide excellent service, the customer experience remains poor, making it frustrating for those who are passionate about customer satisfaction.
• The company emphasizes customer focus but struggles to deliver due to the frequent release of products before they are fully developed.
• Insufficient staffing levels hinder our ability to provide adequate support to customers.
• High volumes of customer complaints create immense pressure on employees, who are expected to be accountable for issues they cannot resolve due to a lack of ownership.

At present, service levels are critically low—reminiscent of the decline observed during the CDK restructuring to facilitate its sale to Keyloop. Morale among employees is deteriorating, with colleagues expressing distress due to their inability to effectively support customers. Queue times continue to rise, and local managers, despite their dedication, find themselves overwhelmed with complaints and unable to send time with their teams and offer genuine support. Speaking to my own manager most of the days is spent keeping customer in a holding pattern - essentially bull po----g.

The only way for customers to receive expedited service is by having a deal on the table for new product, having a director’s visit (every case picked up), or escalating complaints directly to senior leadership. If more customers were to follow this approach, it might force leadership to acknowledge the systemic issues and drive genuine change.

While sales remain a key focus, it is evident that the poor service levels—driven by senior management decisions—are contributing to increased customer attrition rather than business growth.

Unfortunately, long-term employees who have remained committed despite the challenges are now actively seeking opportunities elsewhere. As more experienced staff leave, the knowledge gap widens, further exacerbating the toxic environment and diminishing our ability to achieve the ambitious sales targets set for incomplete products. 80% ready is 20% not ready - would go the shop and buy a product that was 20% not ready? if course not.

Urgent change is needed

Most recent Glassdoor reviews look interesting and honest.

Sad state of affairs. Reviews reporting toxic company culture haven't changed I see.
Best review is likening the company to the Titanic, went down after Tom and co took over.

Its quiet while we deal with latest badly planned changes that have resulted in round 63 of more aggravated clients and work on our CVs and job applications

Maybe they have said goodbye to all people who are not in KLT? That way they would have only people left who agrees on everything and don’t post any updates in here.

Any reason why this page is so quiet lately? Have people left or simply given up? Genuine question.

With a lot of FP people now in KLT and with a manic focus on reducing costs and increasing sales, I’ll assume sometime next year. Biggest challenge for FP will be to find someone who wants to buy Keyloop, because everyone interested would as a part of their M&A process do a DD and find all the skeletons that KLT and FP have been trying to hide in the closet.

Just over 4 years now since FP bought Keyloop, how much longer until a sell happens? Seems to be a lot of restructuring still happening.

The Q&A was not an anonymous Q&A on that town hall that’s why 🙄 Nothing exposed, sorry to disappoint you.

Keyloop have in the latest Fusion Q&A post just exposed that what ever you ask in townhalls as anonymous are not anonymous. Pretty sure it’s the same in peakon. So a good advice if you want to stay out of the sight of HR death patrols, in order not be made redundant, is to stay quiet and don’t make any interactions in any Keyloop systems.

Not another meeting!!!!! Keyloop seem to be having meetings for meetings sake. Does any work actually get done?

I don't know why people who still work for Keyloop come here to complain (some complaining about the meeting that is happening whilst that meeting is still ongoing) - if you dislike the company that much then quit and find somewhere else you are going to be happy, you have choices and don't need to stay at Keyloop if you are not happy with the direction of the company

It’s interesting how more and more of the car manufacturers are less and less interested in Keyloop succeeding in completing and rolling out their interfaces. One could think it’s on purpose, as it’s obvious that under FP ownership the company have become less trustworthy in terms of the future and engagement in them.
“You can’t buy trust, only earn it”

Unfortunately there are people who come here to vent after being treated poorly by Keyloop. Something I can very much understand frankly.

Realistically I think it’s safe to say there is no more immediate risk of redundancy than at many other companies at this time.

As with any business operated by organisations like FP, restructures and cutbacks are the name of the game to try to squeeze profit before a sale.

I dislike the way Keyloop is run, and I understand the dissatisfaction fully, but I think we should use this board to help each other by discussing news of layoffs rather than to slate the company and those who run it (however enjoyable that is).

Would the lack of informative posts here of late be indicative of key people recently departed the business? Or was operation Zong (sp) a hoax? Where is HRinsider et al?

Interesting how the CPO is glorifying their new product, praising the team behind. Isn’t that what Keyloop are paying them to do? And look at what our competitors have achieved in the same, much more and better than Keyloop. The product team only manage to have great products in the market when they acquire them.

It’s interesting to see how Keyloop managers and KLT think that if they don’t talk about a topic, like redundancies and customer losses, then they never took place, a bit like a dictatorship where the information stream is controlled. Welcome to the world of the internet and social media’s.

Anyone heard more on the rumours on Keyloop pulling out in a majority of the European countries, Africa and South America to focus on UK/I, Japan, ME and Canada?
The rumour was there mid last year and is now popping up again here in the Reading office.

"Fight, fight, fight!"

Fight them, don't roll over, they are weak, fight the power!

Wow such aggression is not required - the reality is this - if you are not affected or your Business Unit area is not affected by a redundancy you only updates come via unofficial channels, such as the grapevine, or only when new organizational structures are formally announced. In many organizations, redundancies are often discovered incidentally rather than communicated directly. Anyone who works here would know that so this just sounds like one of those ex axe grinders who needs to move on.

I was speaking to friend in another area last night and they have lost someone due to shifting of support responsibilities to a more regional—rather than country-specific or global product framework. Regrettably, the individual who departed was overseeing one of the most successful support areas and was not offered a new position within the organization.
The takeaway from this situation is clear: while striving for excellence is commendable, it is imperative to focus on fulfilling core responsibilities. In some cases, excelling may not guarantee job security during structural changes. So tick boxes as excellence is not appreciated at Keyloop

I’m based in Prague, so I know Support for sure, but I’ve heard product is undergoing a massive restructuring so probably there as well.
In general I would believe DMS, as that is no longer a key offering.

Bringing the conversation back into the room, which departments are looking like they are going to be impacted? As commented below, some people genuinely are unaware of any changes happening.

Riiiiight....
You really need to get over your hatred of certain people, they're obviously having such a huge impact on your life, I think you need help, seriously. Right?

Only 2 aholes (who maybe considered senior) at Keyloop speak sentences adding ‘right’ at the end of everything they say. Literally everything they say ends in ‘right’ It’s become natural to them, they do it all the time if you listen, and very irritating. As if to stop any challenge back.

Looks like they type as they speak, and gave themselves away.

“You do realise there are 2k plus people working at Keyloop right?”

You do realise there are 2k plus people working at Keyloop right? Why must we have heard? I'm not the CRO and nor have I heard of any redundancies, you are as much a bullsh***r as I am the CRO, why not enlighten us to what is happening instead of accusing everyone of being KLT. I'm sure they have mucher better things to be doing than replying to you on here.

Are the last two post written by the CRO? I sense some aggressiveness in the posts.
Unless you are both blind and deaf, which would make you a great KLT leader, you cannot avoid having heard and read about the people who have recently and are currently leaving Keyloop.

I also agree with the last post, not heard anything. Which area of the business are these so called redundancies happening in?

I work at keyloop and there are no names, rumours, or numbers floating around. Zero!

If you are an employee in Keyloop, you know already who are impacted. The previous post can only come from the leadership, as a try to undermine people telling the truth, well knowing that if people mentioned any names in here, the post would get deleted. So sorry “Tea drinker”, but you were once again failing doing your job. Luckily it’s not a new feeling for you.

Fake news???

People need to provide details on numbers, departments or example names to be taken seriously.

Some of the previous posters on here have suggested "payoffs" are imminent. Any particular business areas being targeted?

It looks like Q1 round of redundancies was kicked off today. I’m expecting this to be a quarterly event going forward towards 2026 perfect “ready for sale” numbers.
Expect more short term contractors to come in the coming months, especially within HR and M&A.

That is hilarious Stan. Come on HR happy clappers where are all your fake 5 star reviews, you are slacking.

All jobs may appear to be coming to India, but any of you thinking of re-deploying over seas for a spot of Delhi belly. The Indian equivalent of Glass Door looks interesting and is reflecting the truth. We all seem to be on a learning curve.

*Software developer
Likes
Nothing.

Dislikes
Worst culture, Best blame gamers. politics, Managers in India are dummy candidates. They don't have any decision making powers. Just for their name sake only. Most dangerous Political directors and leadership team. No job security. Don't spoil your career joining this company.

*Support Analyst
Likes
Nothing is good

Dislikes
Everything is worst

*Director
Likes
Work from home, entire India is Orphan, in Matrix organization ownership as one India has gone on toss..
People would want to join because there is no accountability..

Dislikes
Performance Management, biased leadership, future of India employees
Unfair Pay, favouritism, micromanagement, lack of clarity, frequent changes, lack of vision, incompetent leaders..

• Team manager

Likes
The Office

Dislikes
Entire management…. They have no clue

• Deputy manager

Likes
Nothing

Dislikes
Very bad work culture

It was a very good question and conclusion was probably correct. Brings absolutely nothing but a unused moral compass.

Please repost it. I always miss the juicy stuff.........