Recall Opportunity Program

A proven way of creating and managing profitable service drive traffic.

Issues

Historically, vehicle recalls have been treated as necessary, low profit situations because of the disruptions they create for the service team.

Objectives

• Convert vehicle recalls into opportunities to manage incoming service traffic.
• Increase 'customer pay' revenues.
• Take very little time or effort on the part of the service advisor team.

The Applied Concepts Solution

Recall Opportunity Program - Definition

Phone call confirmation of customers' receipt of the written manufacturer vehicle recall notification asking them if they would like a dealership representative to call to set up a service appointment to handle the recall fix.

The Strategy

• You provide us with the list of recall names you would like us to contact. Note: Because of mailing list wrong numbers, and Do Not Call Registry, the 'contactable' names are usually 50 to 75% of the original list that was provided.
• The actual phone call notification focuses on restating the exact language contained in the manufacturer's written recall notification. Then, the owners are asked if they would like a dealership representative to call and set up a specific time for visiting the service department for handling the recall.
• Where state laws allow, those recipients who were not contactable by phone but had answering machines will receive an automated message following up on the written notification.

The Reporting

At the end of each day's phone calling, you will receive a cumulative Daily Progress Report of those people called who:

• Requested a contact from the dealership.

The Mechanics

After Applied Concepts, Inc. receives the list manifest, it will be:

• Washed against the Do Not Call Registry.
• Called at least three times over various hours of the day.
• Sent to you via Daily Progress Reports.

Summary

We give no incentives to our surveyors for getting a prospect to say they desire contact from the dealership.

The Recall Opportunity Program's job is not to answer any specific question but to simply ask the owners if they want to receive a phone call from a dealership representative about setting up time to handle the recall.

Because the customers visit to the dealership comes as a result of a previously set appointment, the opportunity to upsell increases.

Applied Concepts, Inc.'s entire business is dedicated to the success of the automobile dealer. All of our core competencies revolve around using the phone to help the dealer increase floor traffic.

Opportunity doesn’t knock… IT RINGS!!!™