Goal:

Our customer, a manufacturer of lighting control systems sold worldwide, wanted to participate in a voluntary recall of a product line. They needed to notify consumers who purchased the products and send them a repair kit.

Unique Challenges:

The manufacturer did not have names and addresses of affected consumers, because they sold the products through dealers. There were several repair options, so the consumers needed to specify the model they owned. The recall was voluntary, but the manufacturer wanted to respond quickly and effectively and provide compliance reports to the U.S. Consumer Product Safety Commission.

Solution:

DataWorks worked with the manufacturer’s databases to produce a mailing list of dealers. We reached out to them with information about the recalled products and affected order numbers. The dealers provided consumer addresses back to DataWorks, and we used this information to create a consumer mailing list. We sent the consumers a letter, set up an online order page, and filled requests for repair kits. At the end of the project, we provided the necessary compliance reporting information to the manufacturer.

Results:

DataWorks allowed the manufacturer to:

• Fulfill its responsibility to consumers by attempting to contact approximately 250,000 people and provide them with a repair solution for the recalled products
• Swiftly respond to the recall announcement by mailing letters and customized order reports to 1700+ dealers within five days
• Respect its relationships with dealers and give them several easy options for returning consumer data

Want help finding a solution for your unique project? Contact DataWorks today.