Case Study: Kearys handles growing customer demand with Otonomee

Kearys handles 5,000+ monthly calls with Otonomee

Kearys, Ireland's largest family-run motor dealer group, faced a challenge when its established in-house customer support team could not keep up with a rapid and steady increase in customer contact volumes. They needed a flexible partner to quickly implement a system for handling and prioritizing service and after-sales queries to maintain a smooth customer experience. Kearys reached out to Otonomee for a customer support solution.

Otonomee established a "Catch and Dispatch" model within just 10 days to provide immediate support. They implemented an optimized support team and used their Genesys cloud platform to handle over 5,000 monthly calls, achieving an Average Handling Time of under 7 minutes. The solution delivered an 80% personalized customer experience and provided 100% visibility of escalations and key resolution metrics, enabling Kearys to efficiently manage its growing customer base.

Kearys