Expert Recall

In the length of a phone call, a major HVAC manufacturer’s world changed dramatically. A television network gave the manufacturer 24-hour notice that it would be airing an investigative report alleging that some products were defective and had caused consumer fatalities The company understood that if the impending crisis was not handled quickly and appropriately, it could face major brand impact, loss of revenue, reduced orders and years of litigation.

The manufacturer called the Stericycle ExpertRECALL™ team.

• Within hours of being contacted, ExpertRECALL designed and implemented an interactive voice response (IVR) system to handle the massive influx of calls from consumers. The IVR system allowed callers to enter their model and serial numbers to determine if their unit was affected.

• Contact information was captured via the IVR system, which matched customers with the nearest authorized repair center to setup an appointment.

• As a result the manufacturer received positive press coverage for its prompt and efficient handling of the event.

ExpertRECALL was able to evaluate and execute immediately.

Protecting People – Reducing Risk