Car and Owner Duet
When the car's fault codes and the owner's words harmonise, call before breakdown.
The job
Combines each model's fault-code rates with what owners say, to see which part fails first and how many days of warning that gives. Calls owners whose cars show the code before the breakdown or the angry post, and proves it worked.
The moment
For each car model, the car's fault codes and what owners say are drawn as two lines of music. For one SUV, low-voltage fault codes rose 11 days before owners started saying the car was slow to start.
2,100 cars have the code, and 180 owners have already complained.
The director approves a call to the other owners before anything breaks down.
Two weeks later, owners who were called have 70% fewer breakdown calls than a comparison group, with the sample size shown. Owners post "they called me before I even noticed".
What it does
- Launch a proactive campaign to code-bearing owners
- Pre-position parts
- Confirm a phrase-to-code mapping
- Record the campaign verdict
- Open owner verbatims
What you see
Two-stave musical score per model (car line vs owner line) with a harmony meter, lead-time stamp and optional audible duet, plus a campaign desk and a called-vs-control verdict
What it moves
Breakdown and roadside calls per 1,000 cars with the fault code, for called owners compared with a comparison group, the days of warning between codes rising and complaints rising, and warranty cost per part.
Built for
- Product & digital
- Account management & sales
- Contact-centre operations
