A successful recall is often determined long before the incident occurs. Contact Rust to establish a no-cost master service agreement—no retainer fees—to begin planning for a recall and cut down on implementation time later. As required, we’ll establish formal statements of work with service level agreements, help you build project plans, templates, scripts, and everything else necessary to quickly and thoroughly address a future recall.
A highly experienced, single point of contact will oversee your engagements, first to ensure an effective plan is in place and then to carry it out to the letter, keeping you apprised of the big picture while handling the smallest details.
Every engagement Rust undertakes incorporates the receipt, processing, and management of often-sensitive or private data. That’s why Rust protects its systems with a comprehensive and complex assortment of security best practices, audits, and compliance measures we refer to as our “unified compliance posture.”
Our team can provide guidance on the most efficient and cost-effective methods for securely handling data used to create mailing or emailing lists, call notes, escalation records, and other data essential to handling a recall.
We design and manage focused notification programs that choose from among all of today’s communication tools—direct mail, email, social and traditional media—to reach the right audience. Rust is ready right away to support notice programs of any size: hundreds, thousands, or millions.
Not only will we get your notice out quickly and correctly, but according to your unique needs: no cookie-cutter approach. We offer flexible layout and branding options to incorporate required product identification information or claim forms and will work with you to draft language and content to guide consumers through the information and process.
To supplement direct notice, or in cases where no direct notice is possible, our sister company Kinsella Media designs media programs to reach targeted audiences.
We recognize that, in a recall, callers may be your former, current, and future customers. Quality service matters. All Rust representatives undergo initial and ongoing training on customer service, our systems, and the specifics of the recall to ensure the highest quality service.
For safety’s sake, speed is essential in response to a recall. Rust is ready to communicate with consumers: if your firm has a no-cost master services agreement with us, we can reserve numbers for you in advance and establish Interactive Voice Response systems within hours of being notified of a recall.
Rust is ready to support any size of recall, no matter the consumers affected. Our fully domestic, 800-seat call centers, located in Minneapolis and Faribault, Minnesota, can quickly be expanded to increase capacity as necessary. We staff Spanish-speaking representatives and regularly support other languages with pre-recorded messaging, in-house representatives, or through translation services.
When necessary, Rust can help design and manage claims processing or product return programs. Our proprietary systems are designed to accommodate project customization and flexible, on-demand reporting. We can manage paper or online claims receipt and in-house or, via web portals, remote validation or scoring.
Occasionally, recall programs involve the distribution of funds, coupons, or vouchers. Our in-house bank and tax department helps manage issues related to account setup, escrow, distribution, and IRS compliance for our clients, while our data and system security measures protect funds throughout the process.