Computershare’s field team platform accelerates results for automotive companies who are taking an innovative face-to-face approach to find vehicle owners with faulty Takata airbags.
Unprecedented global recall
The Takata airbag recall is the largest automotive recall in history, affecting more than 100 million vehicles and nearly 20 automotive brands around the globe . In February 2018, the Federal Government announced a compulsory recall, instructing manufacturers, dealers and importers to locate and replace Takata airbags by December 31, 2020, with high penalties if deadlines are not met.
Moving in the right direction
While the recall of Takata airbags is happening on an unprecedented global scale across many automotive brands, our solution was used by one of the first car manufacturers to include a face-to-face strategy.
Computershare’s enhanced field services platform used in conjunction with our multi-channel communications approach, enables automotive companies to reach more people, in a faster timeframe, to ensure the dangerous airbags are replaced.
Accelerating the automotive airbag recall
To reach every affected customer to notify them about the potentially life-threatening inflator units is a time consuming and challenging task. To help with the challenge, we created a solution to combine our mail, email and SMS communication methods with a face-to-face approach by adapting our field service technology.
Our proprietary field services platform is typically used in the utility industry to help sales teams when conducting door-to-door sales. It ensures the correct data is captured and relevant rates are discussed for a consistent and compliant customer experience.
Working closely with customer contact specialists Chameleon, we enhanced our field services platform to meet the nuances required for this particular situation. The platform empowers field consultants to operate smoothly in the field by streamlining the day-to-day process and ensuring they tick all the compliance and governance boxes. It also unlocks greater visibility to manage operations and provides reporting capabilities to satisfy regulatory requirements and helps automotive manufacturers achieve their goal of reaching all affected vehicle owners.
Implementing and launching in such a geographically sprawling nationwide campaign required software that would enable us to deliver to our client. The Computershare platform has provided the exact solution the field recall project needed. We have been able to capture and report on critical recall information and provide the results in real-time.
- Gareth Jenkins, Chameleon Customer Contact
We understood that customer safety was a number one priority for our client. They wanted to do everything they could to reach their customers and replace the Takata airbags, even if that meant going to their homes.
I am pleased Computershare’s field services platform has given them exactly what they need to streamline this whole process and reach more affected vehicles, faster.