San Francisco, CA – January 26, 2016 – Recall Masters, Inc., a leading provider of automotive recall data, services and communications, today announced the addition of several powerful new features to its fully-inclusive Recall Communication Services. These additions ensure dealers better identify and communicate with existing and prospective customers that have open recalls, helping drive service revenue and vehicle sales. Recall Masters full suite of services include: Recall Masters Academy, Recall Knowledge Data Base, Recall Reminders, Recall Lookup and VIN Check on Demand. With the recent addition of new features, Recall Masters has increased its offering and is now a one stop provider that builds a highly-effective Recall Department for auto dealerships.
“This is not a program that we sell and then just walk away,” said Chris Miller, President of Recall Masters. “It’s about making sure our dealers become successful recall centers for their communities. We train, watch, monitor and constantly stay in touch with our dealers. Recall Masters becomes an extension of the dealership’s management to help keep performance at a high level.”
As part of every dealer setup, Recall Masters conducts a complete recall communications analysis upfront to prepare each dealership for the entire year. Each dealer’s database is broken down by active customers, lost customers and recall prospects in the area that are not yet the dealership’s customers. This provides a “big picture” overview of the total recall opportunity in their market. A communications plan is then designed for the full year in advance, so as not to over saturate the market and ensure that the plan is manageable. For instance, with a database of 24,000 names, the plan would be to budget for communications to 2,000 consumers per month.
The communications program uses a multi-channel communications approach to help better capture each recall customer’s attention. The first email is delivered in coordination with outbound calls and a recall reminder. Follow-up emails are delivered weeks 2 and 3 (you have a recall); and weeks 5 and 7 (you may have a recall). Six call attempts are also made over a 3 week period, and a message is left on the 1st and 6th call attempts. Calls are placed at varying times of day to help drive recall customers into the store. This approach produces up to double the response rate.
Recall Masters offers call center services to handle both inbound and outbound appointments from the recall communications. In addition, it also integrates with and pushes appointments directly into the dealership’s appointment scheduling systems including Xtime, TimeHighway, Reynolds and Reynolds, AutoLoop, CDK, and more. A new customer look up tool also allows both the dealership’s BDC and the Call Center to confirm recall status and parts availability while the customer is still on the phone.
Calls are recorded and feedback reports generated that help monitor call center and representatives on an ongoing basis, so as to gauge the overall success of the program. This ensures that all recall owners are being treated correctly. Reports are generated that include a breakdown by Warranty customers, Customer Pay customers and vehicle sales across all customer types, and show how results can grow and change over time.
Recall Masters’ training now includes service advisors, in addition to BDC personnel. This ensures that the dealership correctly handles any customer, in any situation; be it over the phone, or an in person walk in, providing a consistent customer experience.
“We have grown into a one stop shop that addresses everything a dealer needs to be successful with recalls. The recall customer needs a special type of handling. Recall Masters builds the Recall Department at the dealership and then trains all personnel on an ongoing basis in the correct state of mind about how these customers should be perceived and handled,” said Miller.
“Recall customers have a high tendency to trade in and buy new vehicles. They can also generate CP revenue in addition to Warranty work. Our program offers a tremendous opportunity to reconnect with both existing and lost customers, while also bringing new customers into the store. And the results speak for themselves. On average our dealers enjoy an ROI of $7 for every dollar spent; an average response rate of 10 percent and as high as 20 percent for those dealers that use a multi-channel approach; an average RO of $300; average Customer Pay Lift of 30 percent; and an average of 3 vehicle sales per 1,000 VINS,” Miller added.
To learn more and schedule a demo or a free trial call: 888-651-4480; email firstname.lastname@example.org; or visit: https://www.recallmasters.com.
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About Recall Masters:
Recall Masters is a leading provider of automotive recall news, data, training, and communications. The company is dedicated to helping automakers and their dealers expedite the repair of recalled vehicles and make the roadways safer for everyone. Greater recall awareness and proactive management helps automakers protect their brand and build trusting relationships between automotive dealers, rental car agencies, auto auctions and consumers alike. Recall Masters is privately held and based in the San Francisco Bay Area. www.recallmasters.com