When you care first, loyalty follows

When vehicle data is paired with proactive, human-centered outreach, it stops being a passive alert and becomes a driver of action.

Percepta by TTEC’s work with a global OEM’s vehicle health alert (VHA) program tackled a challenge many automakers face but few solve at scale: How to turn early diagnostic signals into consistent customer behavior.

Vehicle alerts alone don’t create value. Action does. And without intervention, most customers delay maintenance and repair, introducing risk, cost, and missed opportunities across the service ecosystem.

By rethinking how and when customers are engaged, Percepta by TTEC helped transform vehicle health from a reactive experience into a proactive, guided journey — improving safety, increasing dealership utilization, and strengthening customer confidence.

Challenge

Modern vehicles generate an unprecedented amount of diagnostic information. From engine performance warnings to battery and tire pressure alerts, connected vehicle technology gives customers earlier visibility into potential maintenance needs than ever before.

Yet visibility alone doesn't drive action.

For this global OEM, many customers failed to respond to vehicle health alerts. Some were unsure whether the issue required immediate attention. Others postponed service due to busy schedules, uncertainty about the repair process, or the perception that the alert could wait. As a result, opportunities for preventive maintenance were often missed.

The consequences extended beyond the customer experience. Minor issues that could have been addressed early had the potential to become larger, more costly concerns. Dealerships faced inconsistent service demand and fewer opportunities to engage customers proactively. Meanwhile, the OEM lacked a reliable way to ensure that vehicle health insights were translating into meaningful action.

The challenge was creating engagement. To unlock the value of connected vehicle data, the OEM needed a way to move customers from awareness to action — at scale and at the right moment in their ownership journey.

Our solution

Percepta by TTEC introduced a proactive outreach model designed to close the gap between vehicle intelligence and customer behavior.

Rather than waiting for customers to act, trained associates engaged them directly when alerts were triggered — providing clarity, reducing effort, and guiding next steps.

Each interaction focused on three principles:

• Clarity: Diagnostic alerts were explained in simple, relevant terms
• Action: Dealership appointments were scheduled on the customer’s behalf
• Confidence: Ongoing vehicle awareness was reinforced through mobile app adoption

Outreach was structured to support insight-led engagement. To ensure consistency and performance at scale, Percepta by TTEC embedded:

• Standardized workflows across regions and dealerships
• Customer-centric scripting refined through quality assurance insights
• An outcome-based QA scorecard linking behaviors to CX and performance
• Ongoing coaching to strengthen empathy, clarity, and conversion

As the program matured, analytics and QA insights continuously refined the approach — identifying friction points, improving call flows, and increasing effectiveness over time.

The model also adapted to operational complexity, scaling from five to eight alert types and expanding across brands, including the OEM’s luxury segment.

Results

The results demonstrated the power of pairing connected vehicle data with proactive customer engagement.

Outreach volume increased by 274%, enabling significantly more customers to receive timely support before minor issues became larger concerns. As customer awareness and confidence improved, scheduled service appointments increased by 118 times, creating stronger connections between customers and dealerships while helping service teams better anticipate demand.

The improved experience also strengthened customer sentiment. Customers responded positively to the personalized guidance and proactive support model, helping the program achieve a Net Promoter Score of 91.5. More importantly, customers gained greater confidence in maintaining their vehicles while dealerships increased service engagement, and the OEM delivered a more connected ownership experience.

Why it worked

This initiative succeeded because it addressed a fundamental gap in automotive CX: The disconnect between data and action.

Vehicle alerts are only valuable if customers understand them, trust them, and know what to do next. Percepta by TTEC closed that gap by combining human interaction, operational structure, and continuous optimization. Three factors made the difference:

• Human-centered engagement transformed alerts into meaningful conversations
• Operational rigor ensured consistency across regions, dealerships, and scenarios
• Data-driven refinement continuously improved performance and customer outcomes

The broader takeaway is clear. As vehicles become more connected, the competitive advantage won’t come from generating more data. It will come from leveraging this intelligence.

By shifting from reactive support to proactive care, Percepta by TTEC helped the OEM turn vehicle health into a measurable driver of customer experience, operational efficiency, and brand loyalty.