We’ll Help Your Staff Roll Out the Red Carpet for Recall Consumers

Recall Masters Academy is the automotive industry’s most complete online recall program for dealers and BDCs.  Our default set-up is to build, staff and manage your dealership’s Recall Department.  However, we know your staff remains the frontline for walk-in consumer inquiries.  Your service advisors can also be the first to interface with a vehicle owner who may be learning of a recall for the first time.  This is where we step in to provide your team with the tools to manage this process.  We provide best practices, productivity tools and proven processes to achieve superior results, address consumer concerns, preserve your brand’s integrity and build a loyal base of customers.  Together with our ongoing communications monitoring program, we help ensure that the entire dealer staff leverages recalls as an opportunity to create customers for life.

Best Practices

  • Qualify customers by phone and in person
  • Supplement recall service with customer pay ROs
  • Convert recalls into vehicle sales opportunities
  • Promote your Recall Department webpage
  • Use promotional gift cards to build customer loyalty

Tools

  • Inbound and outbound telephone scripts
  • Service and sales qualifying checklists
  • Online training, testing and management reporting
  • Find recalled vehicles sitting on independent lots
  • Promote safety with dealership POS

Process

  • Market area reservation and recall selection
  • Lead management workflow
  • Campaign and staff performance monitoring
  • Use Gift Cards to promote CP

Reporting

  • Open Recall Estimate Report – Provides an estimate of all recall opportunities by zip code to assist in prioritizing recalls based on safety risk and profitability
  • VIN Batch Report – Contains complete recall details including risk and profit scoring along with mailing quantity and recommended parts order quantities for each recall reminder mailing
  • Vehicle Owner Report – Contains vehicle owner and contact information corresponding with each periodic direct mail distribution to consumers, including all open recalls and time required to service each recall
  • Call Journal and ROI Report – Counts inbound calls, measures response rate and includes a Call Journal used by our Account Managers to monitor and measure dealer performance based on reviewing recorded calls with vehicle owners
  • MarketSMART Report – Find recalled vehicles on independent and off-brand lots.  Work with dealerships in your PMA to preserve the integrity of your brand and restore vehicles to safe operating condition.  Ideal for stores that have a mobile service team.

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