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The need for event-driven recall management in the automotive industry

The need for event-driven recall management in the automotive industry

As vehicle recalls continue to rise, with millions of cars on the road deemed too dangerous to drive, the automotive industry faces mounting pressure to manage these situations effectively. This trend is evident across North America and Europe, where the number of recalls is increasing due to various factors, including the growing complexity of vehicle technology and stricter regulatory scrutiny.

Understanding the recall landscape

Several factors contribute to the rising number of recalls:

Increased complexity​

Modern vehicles incorporate advanced technology, making them more prone to issues that can lead to recalls.

Regulatory pressure​

Agencies like NHTSA in the U.S. are vigilant in ensuring consumer safety, prompting recalls even from minor issues that could affect a vehicle’s operation.

Manufacturing challenges

The post-COVID environment has accelerated production, allowing for quicker delivery of vehicles. With effective cost-saving measures in place, manufacturers are providing operational vehicles to customers promptly, but some vehicles may require maintenance after purchase.

Supply chain issues

The ongoing chip shortage and other material constraints have also disrupted the production process, leading to defects that necessitate recalls.

These challenges, if managed properly, can turn recalls into an opportunity to strengthen customer relationships. By addressing these issues proactively, manufacturers can enhance customer trust and satisfaction.

Modular Recall Management: Ensuring cohesion and flexibility

MSX Recall Management offers a comprehensive solution for navigating the complexities of recalls. The orchestration of recall management involves a modular approach, providing flexibility to support specific areas of the recall process while ensuring all stakeholders and actions are aligned.

Delivering speed, efficiency, and customer focus

By performing repairs as quickly as possible, we aim to minimize any inconvenience to our customers. Our approach offers the most cost-effective solutions, setting up the team and the program rollout, balancing costs, resources availability, and time for the execution.

The execution of the recall can take various forms, such as enhanced dealer capacity and on-site events designed to provide consistent, efficient, and scalable recall solutions. These events could take place at locations like mall parking lots, stadiums, or amusement parks. To reach older vehicles, it can be beneficial to include reconditioning or auction centers in the strategy.

Event-driven recall ensures excellence and efficiency

Our event-driven recall process is meticulously designed to ensure maximum execution and customer satisfaction. Upon arrival, with or without appointment, customers are greeted and provided with refreshments while their vehicle undergoes the necessary recall repairs. Once the repair is complete, the vehicle is promptly returned to the customer, ensuring a seamless and pleasant experience.

MSX oversees the entire deployment of the recall event, from program management to securing permits and insurance. Our dedicated team thoroughly prepares for each event, understanding the types of vehicles expected, the tools required, and the number of participants. We handle everything from location identification and logistics to staff selection and facility management, ensuring a comfortable environment with amenities such as food, heating/AC, medical assistance, and security. Additionally, we manage customer outreach, including contact and booking, to ensure a smooth process from start to finish.

Effective event management requires an experienced team to handle complex preparations and planning. Coordination across various departments is crucial, involving sales for new vehicles, parts departments for recall shipments, marketing and social media for awareness, and field operations for on-site support. Each event demands constant effort and precise planning to meet deadlines, often followed by another event in a different city, necessitating a well-organized plan to maintain efficiency and success.

Advantages of outsourcing recall management

By leveraging MSX expertise for event-driven recall management, manufacturers can benefit from specialized expertise in planning and executing recall events. This includes:

  • Scalability

Experienced teams handle logistics, permitting, staffing, and customer outreach, ensuring a smooth execution without burdening the manufacturer’s existing workforce.

  • Resource efficiency

Agencies like NHTSA in the U.S. are vigilant in ensuring consumer safety, prompting recalls even from minor issues that could affect a vehicle’s operation.

  • Enhanced customer experience

With a focus on customer satisfaction, MSX teams can create welcoming environments that foster trust and goodwill.

Turning recalls into opportunities

As the automotive industry continues to grapple with the rising tide of recalls, event-driven recall management presents a compelling solution. By embracing a strategic approach that prioritizes customer experience and operational efficiency, manufacturers can not only navigate the complexities of recalls but also turn them into opportunities for building lasting relationships with their customers.

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Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

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Pasquale Aloi

Global Solutions Leader, Warranty and Repair Efficiency

  • paloi@msxi.com

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The smart move: Centralizing technical assistance services

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The smart move: Centralizing technical assistance services

Fast facts

  • Customer

Multinational Automotive Manufacturer

  • Business challenge

Streamline the delivery of technical assistance across regions, enhance operational efficiency, and generate substantial cost savings.

  • Geographical coverage

India, Asia-Pacific, and China

  • Solution implemented

Established a regional hub in Kuala Lumpur to deliver Technical Assistance Services across the entire APAC region.

Revolutionizing automotive assistance

MSX successfully established a regional Hub in Kuala Lumpur, delivering critical Technical Assistance services for a multinational automotive manufacturer.

The primary objective was to deliver technical assistance on demand, enhance operational efficiency, and generate substantial cost savings for the client. The hub extends support to a broad range of queries, including vehicle diagnostics and other access tools, addressing escalated issues from Dealers and Importers across diverse linguistic backgrounds. MSX delivers high-quality services tailored to the specific demands of this region, with a notable reduction of immobilized vehicles observed, ultimately minimizing rental costs for the OEM.

This MSX case study highlights the profound transformation in structuring operations and achieving remarkable efficiency improvements, demonstrating significant benefits in terms of cost-effectiveness, speed, and overall return on investment.

Main challenge: Fragmented operations and language variants

Significant technological differences utilized by the OEM across regions made it difficult for the OEM to assemble a specialized team capable of addressing these challenges effectively.

Technology disparities, fragmented operations, and the need to optimize efficiency and standardize services created the need for MSX to centralize the OEMs’ technical helpdesk (THD) operations, bringing together knowledge from various local sources and catering to the diverse needs of imported cars. The MSX solution provided comprehensive language support across regions and implemented efficient technological platforms to drive growth. Over time, THD became the primary focus for the entire region.

Transforming Technical Assistance services

In an attempt to inject standardization across regions, MSX’s centralized solution aimed to unify processes and enhance operational coherence throughout the organization. The program delivered effective project management processes into the manufacturer’s Technical Assistance services, and over the course of six years, the program matured from a purely manual THD operation to a digital solution, incorporating a standardized ticketing system.

This innovative approach also allowed for the standardization of operational Key Performance Indicators (KPIs) and the development of a common language among all stakeholders. Standardizing operational KPIs was crucial for ensuring consistency and enabling agents to resolve 95% of cases within 24 hours. The solution, while conceptually straightforward, was complex to implement in the fragmented environment, harmonizing processes and achieving standardization.

Success through data-driven insights

The outcome of the solution has been marked by significant improvements in various KPIs. Metrics focusing on lead time and solutions provided in less than one, two, and/or 24 hours have all shown remarkable competitiveness. Additional measures relating to quality, such as a reduction in negative feedback and improved customer satisfaction highlight the success of the solution and reflect a high level of service quality. Moreover, the program has effectively decreased vehicle downtime for customers, consistently maintaining immobilized vehicles at figures 90% below the target. This is crucial in ensuring that customers have minimal days without access to their vehicles, ultimately enhancing their overall experience.

This centralized THD approach has allowed the OEM to gain valuable insights. Analysis of ticket history data has provided information that suggests certain components or features may require modification or improvement based in reoccurring issues reported by local customers. This data-driven approach to addressing customer needs has not only enhanced product quality and customer satisfaction but also has the potential to deliver more targeted research and development efforts, ultimately leading to better-designed vehicles that align with local preference and requirements.

Future-proofing automotive assistance

During the program’s transition phase, MSX assisted in bridging the gaps for local importers and overcoming language barriers. As artificial intelligence, machine learning, and autonomous features reduce the management of common cases, the potential offshoring opportunities of THD operations to strategically located sites near the OEM’s manufacturing plant provides access to master technicians and remote diagnosis tools that will significantly improve the turnaround time for complex tickets.

As the regional Hub in Kuala Lumpur continues to evolve and enhance its capabilities, it has already delivered significant improvements in efficiency, customer satisfaction, and cost-effectiveness for the OEM. The centralized approach has not only resolved operational challenges but also provided valuable insights for future product enhancements. By leveraging advanced technologies and expanding its capabilities, the program is poised to further enhance its support and deliver ever greater value to the client while driving innovation and improved customer experiences.

cases resolved within <24 hours
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CSI achieved (12% above target)
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fewer immobilized vehicles than target
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Find out more about how MSX Technical Assistance services can help your business.

Find out more

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Raising the bar: Transformational warranty solution exceeds expectations

Raising the bar: Transformational warranty solution exceeds expectations

Fast facts

  • Customer

Luxury, global automotive manufacturer

  • Business challenge

Fragmented processes, tools and policies resulted in warranty inefficiencies and lack of transparency

  • Geographical coverage

Europe and importers

  • Solution implemented

A centralized warranty hub formalizes global warranty operations and management, boosting accuracy and compliance.

Rethinking warranty operations

For many OEMs, modernizing warranty operations represents a strategic move towards greater efficiency, creating opportunities to streamline processes, integrate multiple data streams and emerging technologies, and accommodate new requests.

This was the goal of one luxury, global brand, whose disparate databases, processes, and internal systems led to a high degree of fragmentation. Despite its global warranty policy, most markets were working in a customized, stand-alone manner. The OEM needed to handle these challenges cost effectively, while ensuring customer needs were met.

Female apprentice in her 20s smiling towards camera

Improvements in compliance and quality, speed, and satisfaction exceed expectations.

Commitment to excellence

The brand established a strategic partnership with MSX, delivering continuous improvement across all European national sales companies and more than 100 global importers.

Following a strategic feasibility study, MSX designed a comprehensive solution to ensure all claims processes are compliant with policies and procedures. The solution enhances dealer performance, improves warranty processes, and helps manage the audit process, while increasing the service level in terms of effectiveness.

MSX’s comprehensive solution met the brand’s five key objectives

  • Ensuring the compliance of manually assessed claims

  • Supporting dealers in warranty handling

  • Ensuring the compliance of audit procedures

  • Support the OEM with 360 warranty services

  • Compatible with the launch of a new sales organization model

MSX worked closely with the OEM to define a roadmap that focused on continuous improvement and ensured the best delivery method for the new strategy. The approach included a robust warranty management center, which centralizes warranty handling across the organization.

The newly established MSX Warranty HUB comprises a Claim Review Hub as well as an Audit Hub, both with dedicated resources coordinating prior approval, goodwill authorization, claims assessment, coaching and audit delivery from a central location. The hubs apply central regulations and, using specialized tools, collate data across all markets. An integrated Business Intelligence Team works with these tools to interrogate real-time data and deliver complex reporting dashboards that can be used to measure performance and support the ongoing flexibility and adaptation of the project.

Quality and satisfaction soar

To date, MSX’s unique solution has achieved a 5:1 return on investment and has transformed the customer’s warranty operations, delivering remarkable achievements in compliance and quality, speed, and satisfaction.

Through rigorous adherence to industry standards, MSX has ensured that the solution meets the highest compliance benchmarks while reducing downtime and supporting operational efficiency.

faster on dealer enquiry resolution time vs target
0 x
improvement on claims processing time
0 x
of audit reports completed in under 1 day
> 0 %

By improving the overall enquiry resolution with a higher level of speed and accuracy, MSX has helped instill confidence across the dealer network and in customers and stakeholders.

Enquiries resolution rate without escalation
0 %
Overall claims quality
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of Dealers supported by coaching improved after visits and avoided a warranty audit
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The focus on improving support has resulted in increased dealer satisfaction and the reinforcement of brand loyalty.

of dealers declared Very Satisfied / Satisfied with HUB Warranty services
0 %
OEM net promoter score on MSX program
0 %
of audit chargeback accepted onsite
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Authoring the future: OEM shrinks cost with more accurate streamlined publications

Authoring the future: OEM shrinks cost with more accurate streamlined publications

Fast facts

  • Customer

 Global, leading automotive manufacturer

  • Business challenge

Inefficient processes and tools affected technical authoring, leading to duplicated effort and wasted money and resources.

  • Geographical coverage

Global

  • Solution implemented

An advanced authoring solution to streamline the design, development and maintenance of technical publications across a variety of formats globally.

Setting sustainable goals

Vehicles and their manufacturing processes are growing in complexity as new technologies, powertrains and more sustainable products are developed and continuously improved.

Consequently, the provision of technical documentation has become a complicated and highly specialized process.

Traditional methods are no longer sufficient in an industry that needs faster, more accurate and flexible technical publications strategies. This need has forced businesses to adopt unstructured processes and disparate systems and data sets that waste time, money and resources. To address the issue, OEMs must invest in more innovative approaches that harness advanced technologies, streamline processes, and foster collaboration.

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MSX has revolutionized the authoring process for this world-class OEM.

A smarter publishing approach

MSX collaborated with a world-class OEM to streamline its technical authoring processes and introduce efficiencies throughout the organization, helping it improve production and reduce costs.

MSX delivered a streamlined solution to design, develop and maintain technical publications across multiple formats. The solution required a strong authoring system and dynamic database to minimize errors and increase efficiency. MSX’s stateof-the-art content management system, pubFoundry, houses a repository of vehicle data grouped by topic. Its robust engineering review and sign-off tool, Collaborative Review System, allows multiple engineers to review the live document in collaboration with teams of authors and subject matter experts, ensuring the ongoing smooth delivery of technical authoring on a global scale.

MSX’s technical Information experts own and manage production of technical information at every stage of the development process. Authors manage content across all vehicle lines by ‘component’ rather than by ‘model’ or ‘series’. The technique improves the accuracy and consistency of information stored about each part of the vehicle and ensures all warnings, cautions, warranties and legalities surrounding them are in place across all vehicle lines and markets.

Working closely with engineers, designers and other key stakeholders, authors ensure that the documentation produced demonstrates the design and safe function of the vehicle in a way that’s reliable and meets the needs of the customer.

MicrosoftTeams-image4

The streamlined structure has improved consistency across vehicle lines.

Higher output, lower costs

MSX has revolutionized the authoring process for this world-class OEM through the use of advanced authoring tools and the delivery of clearer and more accurate technical publications that meet market demands.

The new component-led structure ensures that data is always relevant and validated by the appropriate author, and that publications are created in the most efficient way possible. Meanwhile, the new engineering review and sign-off tool limits conflicting comments and speeds up the review process, ensuring all technical documentation is up to date and accessible.

The new data-sharing processes and tools have enabled the OEM to reduce its translation budget by around 50%. Moreover, the streamlined structure has helped limit the volume of data housed within the system, helping improve consistency across vehicle lines and reducing administrative effort, resulting in further cost savings.

The project not only reduced the client’s budget and improved efficiency, but it has also enabled the brand’s delivery of 4,000 technical documents annually, with minimal errors. The organization has since rewarded MSX, whose team achieved 100% on-time delivery in streamlining the client’s authoring process, with a ‘Service Supplier of the Year’ award.

Reduction in translation budget
0 %
On time delivery
0 %
Deliverables produced annually
0
Service Supplier of the Year
0

Find out more about how MSX Technical Information Solutions can help improve the quality of your technical publications and cut costs for your business.

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Embracing technological advances and expert support for improved authoring efficiencies

Embracing technological advances and expert support for improved authoring efficiencies

Technical publications have undergone incredible changes in recent years. Today, they are broader and more accessible than ever and touch every aspect of the automotive experience. But advancing technologies, electrification, and new mobility and autonomous options are increasing the demand for, and complexity of the technical information required. Outdated processes and inaccurate information are making it difficult for OEMs to publish content accurately and cost effectively.

And despite paper manuals, books, and guides still needing to exist to accommodate regional laws, OEMs are pushing the industry, and legislation, to a digital standard. These factors are not only increasing the demand for more complex technical information, they’re also creating new possibilities for manufacturers. Holographic experiences, for example, could replace printed owners’ manuals, and connected cars could self-diagnose or schedule repair visits. But behind these new opportunities is the requirement for a strong foundation of technical information.

Antiquated solutions, complex processes, advancing technology and the disparate management of technical information throughout the organization will lead to inaccuracies, longer times to completion and higher costs. Reduced quality publications are unable to provide technicians with the correct information needed to tailor experiences that nurture customer retention.

The creation of technical publications

The development of technical publications has evolved significantly from the arduous and error-prone process of the past. Now, computer-aided design (CAD) data contains the information that technical authors use to write owner manuals, service and body repair manuals, and wiring and parts catalogs. Illustrations such as 2D vectors or 3D images and animations can be generated directly from the CAD models and applied to all aspects of manufacturing, retail, service, and the ownership experience. They are shared across multiple platforms, appearing in owners’ manuals, service manuals, online portals, and apps. With CAD-friendly practices in place, manufacturers can utilize model-based engineering and metadata tagging methods to identify and organize all vehicle information, no matter the platform or storage method. However, getting all this information in the right place is challenging, and adjustments and updates can be difficult to implement across such a large scale.

To combat this, OEMs are turning to third-party organizations which specialize in data utilization and its application to increase agility and accuracy while reducing overall cost. By streamlining the flow of data, and by delivering near real-time updates, these data specialists have helped automotive businesses regain complete control over their content creation, re-use and publishing, as well as increase authoring efficiencies and consistency.

How can technical publications reduce ADAS-related repair issues?

A survey conducted by the IIHS in 2021 identified that a large proportion of drivers who had repairs to their advanced driver assistance systems (ADAS) experienced post-repair issues with the features. In total, 496 respondents had at least one of their ADAS features repaired (resulting in 1,024 analyzed repairs).


Dealerships need accurate and effective technical publications to help them repair vehicles with complex new technologies, such as ADAS, first time. With simplified, centralized processes and the help of support teams, manufacturers can offer up-to-date information that enables technicians to repair these features correctly.

Source: IIHS – Consumer experiences with crash avoidance feature repairs.
* Considering all three features assessed: front crash prevention, blind spot detection and camera repairs.

The importance of accuracy

In the world of technical publications, information accuracy is paramount. But achieving this level of accuracy is a challenge for businesses who must also increase delivery speeds and reduce overall costs. By adopting the support of specialists with experience in automotive technical publications, businesses can achieve a competitive advantage with their technical publication services. Authoring efforts can improve dramatically, offering consumers access to brand, model, VIN and trim-level technical data with 99+% accuracy, and first-time-right rates and on-time delivery of publications will increase.

And with a rise in EV popularity, accuracy in technical publications is now more relevant than ever, both in terms of educating and protecting customers, service technicians, and first responders. EVs use extremely powerful, high-voltage batteries, so providing the necessary information for end-users to interact with this technology safely and confidently is paramount. If repeated repairs occur, the technical publication will need to be examined to identify whether the event was caused by inaccurate or missing information, insufficient training or a recurring technical fault with the vehicle.

Equally important is an understanding of how an issue with internal components can affect other connected components and systems within the vehicle. This is where emergency response guides (ERGs) are essential to first responders and must be readily available and accessible in any situation. They answer critical questions such as how should an emergency medical technician approach an EV submerged in water? Where should a rescuer apply force if a hydraulic rescue apparatus is needed? And how can it be operated in a way that ensures that a battery or other dangerous component isn’t damaged further?

With agile technology, streamlined processes, CAD-friendly data and expert support, updates and changes can be made and delivered in real-time, ensuring that technicians always have the latest information available and enabling OEMs to keep their customers informed of impending updates.

The future of technical publications

In order to simplify the creation, updates, and reuse of publication information and data, businesses need to introduce software and systems that are flexible, intuitive and accessible cross-platform. Streamlined processes will increase collaboration, meet global expectations and reduce costs. CAD-friendly software and common terminology allow for technical information data to be shared seamlessly across platforms to support other areas of the industry, from the management of warranty claims to technician training, as well as vehicle line development which may be influenced by the frequency of common repairs.

But it’s not just OEMs and their dealer networks that benefit from this agile approach. Vehicle owners will experience improved diagnosis and repair accuracy, as well as an improved overall experience with the brand. Publication data, and even real-time updates can be shared digitally, keeping end-users updated with the latest information.

“The new digital standard allows technical data to benefit all segments of the industry, from the management of warranty claims to technician training and more.”

As vehicle software becomes more informative, interactive and intuitive for vehicle owners, OEMs will need to channel that data into diagnostic information and make it available across the business. They must stay ahead of customer needs by anticipating what’s to come and adapting to changes as quickly as their competitors and disruptors whose practices are less hindered by legacy tools and solutions.

MSX has deep knowledge and understanding of the automotive industry on a global scale. Our world-class custom tools have been built to handle reuse of owner and service information across makes, models and configurations. With these tools, MSX are revolutionizing technical authoring with a robust set of features, content management, analytics, tracking and reporting capabilities. Our in-house talent offers a distinct advantage in the quality of the technical publications it produces, with cross-trained resources prepared to meet future advancements, and a global presence that enables us to source the right talent and support local activities.

Contact the Author

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Ralf Kronenbuerger

Regional Delivery Leader – NORTH AMERICA and LATAM

Contact the Author

Ralf-Kronenburger.png

Ralf Kronenbuerger

 

Regional Delivery Leader – NORTH AMERICA and LATAM

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