Thought Leadership

The topic of self-driving cars is getting a lot of attention among industry insiders, lawmakers, and consumers. The technology for partially automated systems is already widely available and in use. But as more automakers continue to work toward the goal of developing vehicles that require no assistance, questions remain on the risks and benefits. The primary advantage – one that every stakeholder hopes will come to fruition – is a dramatic reduction in traffic deaths.

As the auto industry continues to face challenges with recalls and regulatory pressure to increase repair rates, automakers must take extra steps to improve their outreach efforts. But these efforts are only effective if certain best practices are followed – and if these common pitfalls are avoided: Receiving sporadic repair updates.

Most business leaders have been on the receiving end of a bad customer service experience themselves. But few understand how to prevent that experience for their own companies. Too often, contact center procedures leave customers feeling unengaged. For automakers, this can have repercussions with not only vehicle owners, but in some cases, the media and regulators. Many contact centers rely heavily on lengthy, impersonal scripts. This can leave an already agitated customer feeling even more frustrated.

In light of NHTSA’s updated consent order and its longstanding aspirational goal of achieving 100 percent repair rates, automakers are constantly looking for new and innovative solutions to expand and improve outreach to affected vehicle owners. Now, there is one more tool they can add to their toolbox – routine traffic stops.

Perhaps the auto industry’s biggest challenge took on new urgency in mid-December when the National Highway Traffic Safety Administration (NHTSA) issued an amended consent order aimed at raising airbag-related recall repair rates. The changes provide a boost to this effort by defining, for the first time, what constitutes a VIN that is no longer in service and, therefore, no longer in need of repair.