Otonomee transforms customer engagement for Kearys Motor Group

The Challenge : Rising call volumes and inefficient routing were straining customer service.

Kearys Motor Group, one of Ireland’s leading automotive groups, faced mounting pressure as rising call volumes across BMW, Renault, Hyundai, Nissan, and other dealerships overwhelmed their in-house support team. Limited reporting made it difficult to track performance or optimize resources, while traditional call routing often looped customers between sites, causing frustration for both customers and staff. The group needed a scalable, efficient solution to improve service and protect revenue.

The Solution : Flexible, tech-driven support to manage inbound and outbound customer interactions.

Otonomee was brought in to transform Kearys’ customer engagement. Within just three days, a flexible “catch-and-dispatch” solution was deployed to manage inbound calls, later evolving into a cross-trained, blended support model across multiple brands and sites. Key enhancements included:

• Ticketing platform implementation: Streamlined escalations and improved transparency for both staff and customers.
• Cross-brand training: Ensured consistent support across all dealership brands.
• Scalable resourcing: Team size flexed quickly to meet seasonal surges, before a record-breaking Q1 with 5,000+ monthly calls.
• AI innovation: Phased rollout of voice AI to capture out-of-hours bookings and eventually support in-hours calls and recall processes.
• Outbound “Reconnect Campaigns”: Proactively reminded customers when their vehicles were due for service, generating additional revenue.