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Part 3 of Auto Recall Blog: Making Contact with Vehicle Owners

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Once a valid owner and address have been confirmed, the next challenge comes with making successful contact with the individual. Beyond traditional methods of mailed notices and even phone calls, innovative, multi-channel strategies are needed to reach owners and encourage them to take action.

One industry expert said, “Having a better understanding of who the (vehicle) owner is, thinking creatively in terms of how you reach them and employing a multi-channel approach can help you reach the owners with the right message at the right time.”

Modern and proactive methods like DRN’s Vehicle Tagging and Recall Canvassing make the contact process more personal and effective. Vehicle Tagging involves an agent leaving a prepared note on the vehicle that can’t be overlooked by the driver. Recall Canvassing sends trained, professional agents prepared with tailored scripts to make face-to-face contact. These more engaging methods are proving to be more successful as they feel more individualized, catch the attention of owners, and have a higher degree or perceived urgency.

Case in Point: Takata Airbag Recall

The massive Takata airbag recall began in 2008 is still ongoing. It’s the largest and most costly recall in history with more than 70 million airbag inflators under recall – this impacts more than 33 million vehicles among 34 brands in the U.S. 

As with other recalls, automakers struggled to notify owners of the recall so the vehicles could be repaired.

“Relying solely on DMV addresses can mean that up to 50% of recall notices are delivered to a wrong address, putting drivers – and those they share the road with – at extreme risk,” explained Todd Hodnett, Executive Chairman and Founder of DRN. “LPR data takes us straight to the source, making delivery of these notices accurate and efficient. The National Highway Traffic Safety Administration has called on automakers to be more creative in their efforts to ensure drivers’ safety and incorporating this technology does just that.”

65% of Takata VINS Submitted Were Located by DRN – That’s 112,218 Vehicles

To find out how to encourage owners to make repairs, click here to download the full white paper, or find out next week.