RecallPilot

Turn open campaigns into completed work before customers ask.

RecallPilot is a service operations platform for dealer service departments to identify, queue, and complete open campaigns and recalls on units they already service. It helps advisors and technicians proactively convert eligible work into repair orders, even when the customer arrived for a different issue or the unit does not currently have an open RO. The result is more billed hours, better compliance, and a stronger customer experience.

Business Goals

  • Increase campaign and recall completion rate from a current baseline to 85% within 6 months of launch, and to 95% for units that enter the service lane.
  • Increase billed labor hours per technician per day by 8% within 2 quarters by surfacing eligible work earlier and reducing missed opportunities.
  • Reduce missed open campaign/recall opportunities by 70% within 90 days of deployment at pilot locations.
  • Improve RO capture rate for recall-eligible units by 20% within 4 months by auto-creating recommendations and work items.
  • Achieve adoption in at least 60% of service advisors at pilot stores within 8 weeks of launch.

User Goals

  • Show every recall-eligible unit in one prioritized queue with clear next actions.
  • Automatically create or suggest repair order line items for open campaigns when a unit is in the shop.
  • Help advisors explain the repair clearly to customers using compliant, customer-friendly language.
  • Give lower-level technicians repeatable campaign work so they can build skills and bill more hours.
  • Surface customers with open campaigns even when they do not currently have an active RO.

Non-Goals

  • Replacing the dealer DMS or core repair order system.
  • Automating customer consent without advisor review and customer approval.
  • Building a full customer marketing CRM for all aftermarket or sales outreach.
  • Managing warranty claim adjudication beyond identifying eligible campaigns and documenting completion.

Service Advisor Carla, 39 - Carla manages a busy service lane and needs to convert eligible campaign and recall work into repair orders without slowing down check-in. She wants simple prompts and clear explanations she can trust.

Service Advisor Carla, 39

  • As a service advisor, I want to see open campaigns tied to a VIN during check-in, so that I can recommend the work before the customer leaves.
  • As a service advisor, I want the system to draft RO line items with labor ops and parts, so that I can save time and avoid manual lookup.
  • As a service advisor, I want to know which recalls are safety-critical, so that I can prioritize those conversations first.

Shop Foreman Andre, 51 - Andre needs the shop to stay productive and to assign work that builds technician skills while meeting campaign completion targets. He monitors workload, skill fit, and throughput.

Shop Foreman Andre, 51

  • As a foreman, I want campaigns assigned to technicians based on skill level and bay availability, so that work flows efficiently.
  • As a foreman, I want to see which open recalls are aging the longest, so that I can pull them into the schedule.
  • As a foreman, I want completion status and exceptions visible in one place, so that I can intervene when parts or approvals block progress.

Parts and Warranty Coordinator Nina, 44 - Nina supports parts ordering, warranty documentation, and completion validation. She needs accurate data and audit-ready records to avoid rejects and rework.

Parts and Warranty Coordinator Nina, 44

  • As a coordinator, I want campaign details to include required parts and labor op codes, so that I can verify readiness before the job starts.
  • As a coordinator, I want completed campaign records captured automatically, so that warranty submissions are consistent.
  • As a coordinator, I want exceptions flagged when customer or VIN data is incomplete, so that I can resolve issues before closing the RO.

Campaign Identification Engine · High priority

  • Identify open campaigns and recalls for units that are currently in the service ecosystem or have historical service records, and keep them current as OEM data changes.
  • Import VIN-level open campaign/recall data from OEM sources on a scheduled basis and on demand.
  • Match campaign eligibility using VIN, model year, engine, and campaign effective dates.
  • Show confidence and data freshness for each match, with stale data flagged after 24 hours.
  • Deduplicate repeated campaign records across multiple data feeds.
  • Allow manual override review when VIN decode or eligibility is ambiguous.

Service Lane Recommendations · High priority

  • Present actionable recall and campaign suggestions to advisors at check-in, workup, and RO creation so work can be sold proactively.
  • Display open campaigns in a prioritized queue by safety severity, aging, and labor estimate.
  • Generate suggested RO line items with labor op, parts, and standard description text.
  • Support advisor approval, dismissal with reason, or deferred follow-up.
  • Trigger alerts when a unit has a safety-critical recall and is already on site.
  • Allow the advisor to print or send customer-facing summary language.

RO Automation and Workflow · High priority

  • Create or update repair order work items automatically in the dealer DMS when a campaign is accepted, reducing manual entry and missed billing.
  • Create campaign line items in the RO after advisor approval, not automatically without review.
  • Map campaign codes to DMS-specific labor operations and parts codes.
  • Preserve an audit trail of who approved, edited, or declined each suggested item.
  • Handle units without an open RO by creating a pre-RO task or visit record for review.
  • Prevent duplicate line items if the same campaign is already present on the RO.

Technician Assignment and Progress · Medium priority

  • Route campaign work to technicians, especially junior technicians, to help improve throughput and skill development.
  • Assign jobs by skill tag, certification, and bay availability.
  • Show estimated labor time, required tools, and special notes before work starts.
  • Track status from assigned to in progress, blocked, completed, and QA checked.
  • Allow foreman reassignment with reason capture.
  • Flag jobs blocked by parts, approvals, or missing documentation.

Reporting and Compliance · Medium priority

  • Track campaign completion, billing impact, and compliance outcomes for store managers and operations leaders.
  • Provide dashboards for open campaigns, completed recalls, aging backlog, and billed hours impact.
  • Export completion logs and audit data for warranty and OEM review.
  • Break down results by store, advisor, technician, campaign type, and age bucket.
  • Show missed opportunity reports for eligible units that were in shop but not addressed.
  • Retain completion evidence and timestamps for a configurable period.

Advisor Check-In Start

  • Advisor enters or scans VIN at check-in or searches by customer/unit.
  • System retrieves open campaigns, recalls, and data freshness status in under 5 seconds.
  • High-priority items appear first with plain-language explanation and safety flag.
  • Advisor selects accept, defer, or dismiss with required reason.
  • If accepted, the RO line items are drafted automatically and ready for review.
  • Time to value target: advisor sees a usable recommendation within 30 seconds of VIN entry.

1. Detect Eligibility

  • The system resolves VIN and campaign data as soon as a unit is identified. It prioritizes current service-lane units but can also surface eligible units from customer history.
  • If VIN is incomplete or invalid, prompt for correction and fallback search by stock number or license plate.
  • If OEM data is stale, show a warning and last sync time.
  • If no campaigns are found, confirm with a clear zero-result state rather than a blank screen.

2. Prioritize and Explain

  • Open work is ranked so staff can focus on high-impact items first. The product explains why each campaign matters in customer-friendly language.
  • Sort by safety severity, expiration risk, labor estimate, and aging.
  • Provide one-line explanation and confidence indicator for each item.
  • Offer a tooltip with campaign details, but keep the primary summary concise.

3. Approve and Create RO Items

  • When an advisor accepts a campaign, the system creates the needed repair order work item in the connected DMS or internal RO workspace.
  • Do not create billable items until the advisor confirms the recommendation.
  • Prevent duplicate items by checking existing RO lines before creation.
  • If the DMS write fails, queue the action and surface a retry state with error details.

4. Assign and Track Work

  • Once the RO is open, the work is assigned to a technician and tracked through completion and verification.
  • Allow a foreman to choose auto-assignment or manual assignment.
  • Show blocked states with required next step, such as parts or approval.
  • Completion requires photo or note capture when the campaign demands evidence.

5. Close, Record, and Report

  • Completed campaigns are stamped into the record and reflected in dashboards so leaders can see the operational value.
  • Write completion timestamp, technician, labor op, and claim-ready metadata.
  • If closure fails in the DMS, retain a reconciliation queue for ops review.
  • Update dashboard metrics near real time, with no more than 15-minute delay.

Power Features and Edge Cases

  • Cross-store recall visibility for customers who visit a different location than their usual store.
  • Bulk campaign review for daily service lane appointments and fleet check-ins.
  • Aging recall watchlist that surfaces customers who have not visited recently but have open campaigns.
  • Exception workflow for ambiguous VINs, partial customer data, or disconnected OEM feeds.
  • Configurable rules for safety-critical escalations versus routine campaigns.
  • Multi-store manager views with store-by-store comparison and rollup metrics.

Interface Principles

  • Use clear severity colors and icons, but never rely on color alone for critical alerts.
  • Keep VIN, customer, and campaign status visible in a single header area at all times.
  • Make the primary action obvious: accept, defer, or dismiss.
  • Support keyboard navigation and screen-reader labels for all decision buttons and table rows.
  • Optimize for fast service desk use with sparse layout, large tap targets, and sub-2-second screen transitions after initial load.

Carla, a service advisor, checks in a customer whose truck came in for a brake concern. RecallPilot instantly surfaces two open campaigns tied to the VIN, one of them safety-critical, and explains the work in plain language she can confidently share with the customer.

With one approval, RecallPilot drafts the RO line items and sends the job into the shop queue. Andre, the foreman, assigns the campaign repair to a junior technician with available capacity, helping that tech build skills while the store captures labor that would otherwise have been missed.

By the end of the day, the campaign is completed, documented, and reflected in the store dashboard. The customer leaves with a safer truck, the dealership earns more billed hours, and the service team has a repeatable process for turning open recalls into reliable revenue.

User-Centric Metrics

  • 90% of eligible on-site units show at least one campaign recommendation within 30 seconds of VIN entry.
  • 80% advisor acceptance rate on high-severity campaign prompts within 3 months.
  • Reduce time to create campaign-related RO line items by 60%.
  • 95% of completed campaigns have all required completion metadata captured.
  • Less than 2% of recommendations are dismissed due to incorrect eligibility matching.

Business Metrics

  • Increase campaign-related billed labor hours by 8% per technician per day within 2 quarters.
  • Improve campaign completion rate for in-service units to 85% within 6 months.
  • Reduce missed-opportunity rate by 70% across pilot stores within 90 days.
  • Reach 60% monthly active usage among service advisors at pilot locations within 8 weeks.
  • Increase repeat service visits from campaign customers by 5% over 12 months.

Technical Metrics

  • 99.9% monthly uptime for recommendation and queue services.
  • P95 recommendation page load under 2 seconds after authentication.
  • DMS write operations succeed within 10 seconds for 98% of accepted campaigns.
  • No critical security issues in production; enforce encryption in transit and at rest.

Tracking Plan

  • vin_entered
  • campaigns_fetched
  • recommendation_displayed
  • recommendation_accepted
  • recommendation_dismissed
  • ro_line_item_created
  • campaign_completed
  • dms_sync_failed

Technical Needs

  • Frontend web app built with React and TypeScript for advisor and manager views.
  • Backend services in Node.js or Python with a REST API layer.
  • PostgreSQL for operational data, campaign state, and audit logs.
  • Redis for caching VIN lookups and OEM campaign responses.
  • Background job runner such as BullMQ or Celery for sync, retries, and reconciliation.
  • Event tracking pipeline using Segment or RudderStack into a warehouse like Snowflake or BigQuery.
  • Role-based access control with SSO support via Okta or Microsoft Entra ID.

Integration Points

  • OEM campaign and recall data feeds, ideally via API or scheduled file ingest.
  • Dealer DMS such as CDK, Reynolds and Reynolds, or Tekion for RO creation and updates.
  • VIN decoding provider such as vPIC or an OEM-approved VIN service.
  • Identity provider for SSO and role management.
  • Analytics and BI stack such as Segment, Snowflake, and Looker.

Data Storage & Privacy

  • Store only the minimum customer data needed for campaign eligibility and service execution.
  • Encrypt sensitive data at rest with managed keys and in transit with TLS 1.2+.
  • Separate identifiable customer data from operational campaign analytics where possible.
  • Support data retention and deletion requests aligned with GDPR and CCPA policies.
  • Maintain audit logs for every view, approval, dismissal, and DMS write action.

Scalability & Performance

  • Design for bursty morning service-lane traffic with queued background sync jobs.
  • Cache campaign eligibility results for repeated VIN lookups within the same day.
  • Use idempotent writes to prevent duplicate RO line items during retries.
  • Paginate and lazy-load large campaign queues so advisor screens stay responsive.

Potential Challenges

  • OEM campaign data may be incomplete or delayed; mitigate with freshness timestamps, fallback retries, and manual review states.
  • DMS integrations vary by vendor and can be brittle; mitigate with adapter layers and per-DMS contract tests.
  • False positives could reduce advisor trust; mitigate with confidence scoring, auditability, and easy dismissal reasons.
  • Compensation concerns for ASRs could reduce adoption; mitigate by pairing the tool with store-level incentive policy guidance and measurable productivity reporting.
  • Customer data gaps may limit matching accuracy; mitigate with alternate identifiers such as license plate, stock number, and service history lookup.

Team & resourcing - Small cross-functional team - 2 backend engineers, 1 frontend engineer, 1 designer, part-time PM, and QA support during integration.

Phase 1: MVP Discovery and Data Sync · Weeks 1-4

  • OEM campaign data ingest pipeline for one pilot source
  • VIN lookup and eligibility matching
  • Basic advisor queue showing open campaigns and recency
  • Manual approval and dismissal workflow
  • Initial analytics events and audit logging

Phase 2: RO Automation and DMS Integration · Weeks 5-8

  • Create accepted campaigns as RO line items in one pilot DMS
  • Duplicate detection and retry queue
  • Advisor-facing recommendation explanations
  • Foreman assignment and work status tracking
  • Error handling for failed writes and stale data

Phase 3: Pilot Reporting and Compliance · Weeks 9-12

  • Store and advisor dashboards for completion and missed opportunities
  • Completion evidence capture and export
  • Role-based access control and SSO
  • Cross-store unit search and aging watchlist
  • Pilot rollout to 2-3 stores with operational support

Phase 4: Scale and Optimization · Weeks 13-20

  • Support additional OEM feeds and DMS adapters
  • Performance tuning for high-volume service lanes
  • Configurable prioritization rules and severity policies
  • Manager rollups and technician productivity reporting
  • A/B measurement of advisor prompt language and acceptance rates

Paste this into Cursor, Bolt, Lovable, or v0 to start building.

Build RecallPilot, a web app for auto dealership service departments that identifies open OEM campaigns and recalls for VINs, recommends them during service check-in, and creates RO line items after advisor approval.

Use React + TypeScript + Next.js for the frontend, Node.js with a REST API for the backend, PostgreSQL for persistence, Redis for caching, and a background job worker for OEM sync and retries. Include auth with SSO-style roles: advisor, foreman, coordinator, manager, admin.

Core screens:
1. Login and role-based home dashboard
2. VIN/customer lookup and campaign eligibility results
3. Campaign queue with severity, aging, confidence, and advisor actions: accept, defer, dismiss
4. RO detail screen with drafted line items and duplicate detection
5. Foreman assignment board with technician status and blocks
6. Analytics dashboard for completions, billed hours, missed opportunities, and aging backlog
7. Admin settings for OEM feed sync, DMS connection, user roles, and retention settings

Core flows:
A. Advisor enters/scans VIN, app fetches open campaigns/recalls, shows prioritized recommendations, and lets advisor approve one or more items.
B. On approval, app creates RO line items through a DMS adapter, logs an audit event, and queues retries if the write fails.
C. Foreman assigns approved work to technicians and tracks progress to completion.
D. Manager views metrics by store, advisor, technician, and campaign type.

Data model:
User, Store, Customer, Vehicle, VINLookup, Campaign, CampaignMatch, Recommendation, RepairOrder, RepairOrderLineItem, Technician, Assignment, CompletionRecord, AuditEvent, OEMSyncJob, DMSSyncJob.

Requirements:
Track audit history for every approval and dismissal, support stale-data warnings, prevent duplicate line items, and show customer-friendly campaign descriptions. Make the UI fast and clean for service desk use, with keyboard navigation, large tap targets, and accessible contrast. Seed the app with mock data and provide a clean architecture that can later connect to real OEM and DMS APIs.

Business Idea

High Level Overview / Vision for Outcome: Campaigns and recalls create an opportunity to capture incremental work for customers who we are already servicing. The key to success will be taking a more proactive approach rather than reactive. Problem Statement: • How do execute on the open campaigns/recalls that we have already identified via automation of job creation on the RO? • How do we gain visibility into open campaigns and recalls on our customers without the unit having an open RO? • There a millions of dollars in open campaigns/recalls today that we don’t even have to sell to achieve. • Campaign/recall work provides lower-level technicians the ability to produce more billable hours while gaining confidence in their ability perform various repairs on all components of the truck. • Completing campaigns/recalls provides a level of service to our customers that emphasizes our ability to look out for their needs whether they are aware of them or not. Definition of Cascading Goal(s) /KPIs • 100% campaign/recall awareness and completion • Increase in billed hours/tech/day Existing or Potential Barriers • Limited customer information on campaign/recall unit lists • ASRs not compensated on recalls/campaign work

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    PRD: High Level Overview / Vision for Outcome: Campaigns