Software-enabled driver assistance services company Agero has introduced a suite of integrated end-to-end vehicle recall management services, which it says helps auto manufacturers stand up and scale streamlined recall experiences for their teams, dealers and vehicle owners.

Agero said that process is complex to manage, and it is typically delayed by inaccurate information and coordination obstacles, according to the company.

Those are reasons why recent reports show that more than one in five vehicles have an open recall, Agero said.

Agero’s new product is called Recall Solutions, and it addresses failure points common in traditional recall campaigns to drive recall completion at all stages. Those stages are recall owner validation, proactive engagement, scheduling, vehicle and customer logistics and real-time reporting.

“When these unexpected campaigns arise, manufacturers need a partner that can quickly cover all that their recall requires, from finding and contacting customers to coordinating and supporting repair scheduling — all while putting brand messages and customer experience first,” Jason Peters, vice president, consumer affairs and connected vehicles at Agero, said in a news release.

The company said that the industry continues facing frequent recall campaigns as vehicles and their systems get more complex and share components across models and brands.

Locating and reaching current owners can be a challenge.

“Effectively cordinating across dealer and repair networks often becomes a logistical nightmare,” Agero said.

Consumers state various reasons for not responding and completing repairs. For years, Agero has helped major automotive brands navigate and complete more than 50 recall campaigns.

Those include targeted stop-drive safety campaigns and large-scale, multiphase nationwide recalls.

In 2019, the company launched a new dedicated consumer affairs division to handle recalls, inquiry and complaint management, and technical and connected vehicle support. Recall Solutions now augments previous capabilities, the company said.

Recall Solutions can bring expanded services through an integrated, configurable program that can be deployed in less than 24 hours. The company said that can ensure visibility, results and peace of mind through end-to-end campaign management.

Expanding on the earlier-mentioned failure points common in traditional recall campaigns to drive recall completion at all stages, those failure points include:

— Recall owner validation: The company said finding the correct owner of a vehicle is the first step toward successfully completing a recall campaign. However, problems can occur as the vehicle changes ownership throughout its lifecycle. Agero said it can validate current vehicle owners and augment and enhance owner records by using existing proprietary and partner data sources that provide access to more than 170 million unique records. That can increase the chance of reaching and notifying the correct vehicle owner the first time.

— Proactive engagement: Regulations require customer notification by paper mail. But that approach does not do much to address downstream coordination and follow-up. Recall Solutions uses an omnichannel experience that boosts inbound and outbound communications. It also reaches owners through email, phone or text. With those additional touchpoints, typical mail-only response rates of 66% can jump to about a 90% completion rate, Agero said.

— Scheduling: Forty percent of owners needing a recall repair struggle with scheduling, Agero said. That is because of lack of integrated systems or trouble finding an appropriate time. Agero said Recall Solutions can reduce friction by working directly with dealer scheduling systems.

— Vehicle and customer logistics: Important nuances exist in handling movement and repair of a two-ton vehicle. That is especially the case if the recall creates an immediate safety concern. Agero works directly with OEMs, dealers, repair facilities, tow providers and motorists, incorporating that experience into Recall Solutions. That can ensure necessary vehicle logistics across 100% of zip codes nationwide. Agero can also manage the process of helping customers hand off and reunite with their vehicles by scheduling a loaner or rental or coordinating rideshare services.

— Real-time reporting: Recall Solutions incorporates services such as digital and mobile touchpoints, real-time campaign analytics and reporting, NPS and CSI feedback to ensure branded visibility into campaign success and sentiment.

“We’ve been supporting the automotive ecosystem — from manufacturers to dealers to fleet managers to repair shops and their customers — for decades and have seen just about everything, giving us the systems, infrastructure, partnerships and expertise needed to quickly drive results,” Peters said.

Peters went on to say that recalls are unfortunate and increasingly common.

“Manufacturers need a holistic solution that can quickly ramp the campaign, positively engage customers and provide the insight needed on completion so that the whole process is as painless and problem-free as possible,” Peters said. “We’ve used our years of automotive experience to build that with our Recall Solutions.”