Recall campaign use case

Use case scenarios demonstrate when and how to use the Recall Campaign application to create a recall campaign. It provides practical examples of common recall management situations.

Use case: Multi-Region product recall

Scenario

Alectri, an automotive OEM, identified a defect in airbags installed in 2024 vehicles and needs to launch a recall campaign across the AMS and EMEA regions. Managing global recalls across thousands of vehicles, multiple regions, and dealer networks creates several challenges:

• Limited visibility into active campaigns and claims
• Coordinating tasks across departments causes bottlenecks
• Tracking multiple corrective actions per recall is error-prone
• Cost estimation inconsistencies lead to claim delays and denials
• Broad, un-targeted campaigns create confusion and inefficiency
• Regional coordination adds complexity
• Dealers lack timely access to campaign information

Solution

Chloe, the Global Recall Manager at Alectri, uses Manufacturing Commercial Operation (MCO) to manage the airbag recall campaign:

1. Creates the campaign with details including name, issue number, start date, and priority, linking to the quality system for traceability
2. Defines multiple corrective actions (airbag replacement, sensor replacement, software updates) with predefined charges for labor, parts, and services
3. Targets affected vehicles using asset filters to isolate only 2024 models with defective airbags
4. Creates regional phases for U.S. and Europe with local owners, timelines, and eligibility criteria
5. Assigns tasks across departments and phases for coordinated execution
6. Reviews and publishes phases after pre-launch validation by regional owners
7. Enables dealer access through the portal for campaign details and claim submission

The Recall management provides real-time visibility into all campaigns, claims, and affected assets throughout the recall life-cycle.

Benefits

Major benefits of using Recall campaign:

• Improved visibility: Centralized view of all campaigns, claims, and affected assets
• Streamlined coordination: Task management eliminates cross-departmental bottlenecks
• Accurate remediation: Multiple corrective actions tracked within one campaign
• Cost consistency: Predefined charges reduce claim denials and rework
• Precise targeting: Asset filters ensures only affected vehicles are included
• Regional scalability: Phased rollouts enable localized management
• Stakeholder alignment: Pre-launch reviews ensures readiness before go-live
• Dealer efficiency: Portal access provides timely campaign information and claim submission

Outcome

Alectri successfully launches a coordinated multi-region recall campaign for defective airbags across the AMS and EMEA regions. The phased approach with clear corrective actions, predefined costs, and targeted vehicle selection ensures efficient execution. Dealers have timely access to campaign information through the portal, enabling smooth claim submission and processing across the OEM-dealer ecosystem.