Automotive Recall System and Method

Abstract

A system and method for management of automobile recalls functions through a unified recall campaign user interface (UI) web-accessible to an original equipment manufacturer (OEM). The system utilizes both first-party (OEM) data and state registration data to identify vehicle owners by vehicle identification number (VIN). Enhancement data is used to provide contact information, whereby vehicle owners may be contacted concerning a recall repair through multiple channels. The system utilizes feedback during a recall and from previous recalls, as well as segmentation of vehicle owners by behavioral and attitudinal parameters, to optimize the channel(s) and message(s) used in order to maximize recall response. The system further utilizes various feeds of information concerning the recall to optimize recall repair parts distribution among dealers and dealer workforce utilization.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS[0001]This application claims the benefit of provisional patent application No. 62 / 205,896, filed on Aug. 17, 2015. Such application is incorporated herein by reference in its entirety.BACKGROUND[0002]As automotive vehicles continue to become increasingly complex machines with a myriad of sensors, on-board electronics, and various active and passive safety measures, automobile recalls have become more frequent, and are one of the preeminent issues facing the automotive industry today. In such complex machines as a modern automobile, a flaw in a single component can seriously impair the vehicle's function and endanger its driver, its passengers, other drivers on the road, and pedestrians. Because of this danger, the National Highway Transportation Safety Administration (NHTSA) of the US federal government has tightened its focus on automobile original equipment manufacturers (OEMs) who do not undertake a prompt recall when a flaw becomes known, ...

AI Technical Summary

Benefits of technology

The invention is a system that helps automobile dealers optimize their repair workforce and customer service by considering factors like the time needed to complete a recall, the day of the week, and the time of day. It also allows dealers to work together to optimize their service department workforce and communicate with consumers through personalized strategies. The system also helps reduce costs by efficiently allocating repair parts and service personnel, and improves recall response by reaching the consumer through the optimal channel and encouraging them to promptly complete the recall repair. The system ensures privacy and compliance with regulations by anonymizing consumer data and using a separate data store maintained by a neutral third party host.

Problems solved by technology

As automotive vehicles continue to become increasingly complex machines with a myriad of sensors, on-board electronics, and various active and passive safety measures, automobile recalls have become more frequent, and are one of the preeminent issues facing the automotive industry today.

In such complex machines as a modern automobile, a flaw in a single component can seriously impair the vehicle's function and endanger its driver, its passengers, other drivers on the road, and pedestrians.

Unfortunately, however, launching a recall initiative is only the beginning of the process of remedying the issue, because motivating affected owners to complete the needed repair is frequently a much more difficult and nuanced challenge facing the OEM.

Additionally, If NHTSA determines that the OEM's notification program was not as effective as was expected, NHTSA may require the OEM to issue another notification.

There are many disadvantages and limitations in this approach to OEM recalls.

First, state owner registration records alone are not sufficient to identify the current owner and / or driver of every vehicle subject to the recall; many vehicle owners will simply never receive a notice.

In addition, direct mail may not be the optimal channel for reaching all vehicle owners, and a letter may not be the most effective means of engaging and informing owners of the recall.

While the possible application of this practice is very broad, within the automotive industry it has been almost entirely focused on driving revenue through sales, which has obscured alternative applications like reaching and engaging owners of vehicle recalls to drive repair compliance.

The differences between consumer marketing and automotive recalls, however, make the direct application of consumer marketing approaches impractical, and thus a new system and method must be developed to apply these concepts to improve response rates for vehicle recalls.

Images