How Kearys solved customer demand increase with Otonomee’s flexible Solution

The Challenge: Handling the increase in customer demand with limited in-house support

Kearys was facing a steady quarterly increase in customer contact volumes and anticipated a surge in customer demand. Their existing in-house support team, though well established, could not keep up with their growing customer needs. Kearys needed a partner who had a flexible approach and could quickly adapt and provide a solution to handle both service and after-sales queries.

Alongside flexibility, the other requirements for their choice of provider were:

• Being able to set up a system to handle and prioritize incoming service and after-sales queries in a short timeframe.
• Establish a streamlined process for managing and dispatching customer service requests.
• To ensure ongoing support to maintain a smooth customer experience during the transition.
• To offer a dynamic and creative approach to address the evolving needs of Kearys' growing customer base.

The Solution: Establishing a top notch Customer Experience and Bookings Solution

After scoping several options, and realizing they needed a partner who could provide immediate triage of inbound voice and establish a new model within a very short timeframe, Kearys reached out to Otonomee. The transition needed to be swift, ensuring an efficient response to the anticipated increase in demand.

Otonomee jumped in to set up a "Catch and Dispatch" model within just 10 days from the project kick-off, providing immediate support for their customer surge. This ensured that Kearys could handle service and after-sales queries effectively.

After, a Customer Experience (CX) and Bookings phase were scoped, designed,

and executed within a few short weeks. This multifaceted approach allowed Otonomee to streamline the customer experience, enhance efficiency, and ensure a smooth transition for Kearys' growing customer base

Support team optimization to handle the increase in customer demand 

To handle the surge in customer demand, Otonomee put together an optimized support team tailored to Kearys' needs. As customer contacts spiked to 5,000 plus monthly calls, the existing in-house support structure was stretched thin. Otonomee implemented an optimized system and support team that was able to efficiently manage this influx, ensuring every call was triaged and directed to the right team.

Otonomee’s quick implementation allowed the team to handle an average of 3,730 calls with great efficiency, achieving an Average Handling Time (AHT) of less than 7 minutes and reducing the abandonment rate to the industry standard levels of 5%. This approach helped Kearys maintain a high level of customer service despite the growing volume.

The success of this transition was evident in the positive feedback from the Kearys team, who expressed their appreciation with the remark, "Hats off to you all, you turned it around so quickly and efficiently. The technology you implemented was key in handling the needs of our growing customer base." 

The Benefits: Streamlining customer handling and enhancing visibility and efficiency

The implementation of Otonomee's solution brought great improvements to Kearys' customer service operations. The solution provided effectively managed the increase in call volume, allowing each customer interaction to be handled with greater efficiency. This streamlined approach not only optimized response times but also ensured that queries were addressed quickly and accurately, enhancing the overall customer experience.

Beyond managing the inbound call increase, Otonomee leveraged the technology capabilities of their Genesys cloud platform to help enhance Kearys customers’ journey. 

They introduced technology that could better prioritize and manage peak call periods and built an online Dashboard to ensure full metrics visibility across their several car brands. This resulted in an 80% personalized experience delivered to customers as well as 100% visibility of escalations and key metrics for query resolution.