Insufficient Field Service Talent Threatens Nationwide Buy-Back Initiative

A leading global automaker lacked sufficient resources—in both coverage and skill—to support their significant, nationwide vehicle buy-back reduction initiative resulting from mechanical issues deemed unrepairable. They had engaged a third-party team to contact affected customers, with a goal of facilitating challenging repairs so owners could retain their vehicles, but they and the vendor struggled to find sufficient talent with the right skills in the right areas to support the initiative. They engaged MarketSource to fill this gap and contact and facilitate either vehicle repairs or replacement for affected owners in the Eastern US.