Case Study
Executive Summary
Frank Keane BMW is an authorised BMW dealer with locations on the Naas Road and in Blackrock, providing expert sales, aftersales, and finance services to thousands of BMW drivers. With a reputation built on premium customer care and technical excellence, they support customers across new vehicle sales, BMW Premium Selection Approved Used Cars, authorised repairs, and comprehensive fleet services.
When BMW issued a starter motor recall affecting certain models, Frank Keane BMW needed to contact a large customer base quickly while maintaining their high service standards. Managing this process manually would have created significant pressure through outbound calls, voicemail follow-ups, and ongoing customer chasing—risking delays, rising costs, and a poor customer experience.
By deploying Laila by Momntum, an AI-powered virtual team member, Frank Keane BMW automated recall communications across WhatsApp and outbound voice. Laila handled confirmation of notifications, answered FAQs, captured customer details, and ensured every customer was reached through their preferred channel—delivering speed, scale, and a seamless on-brand experience.
Key Results:
93.7% WhatsApp delivery rate – Ensuring near-total reach across 1,500 customers
83.5% message read rate – Strong engagement on the primary digital channel
43.4% response rate – Customers actively confirming recall notices
72.7% outbound call completion – Effective follow-up for non-responders
Reduced inbound pressure – FAQs handled by Laila without dealership intervention
Faster campaign execution – Large-scale recall managed in days, not weeks
Laila enabled Frank Keane BMW to protect customer safety while removing operational strain from internal teams—delivering a proactive, customer-first recall experience at scale.
About Frank Keane BMW
Frank Keane BMW is an authorised BMW dealer with locations on the Naas Road and in Blackrock. They offer expert sales and aftersales support, showcasing the latest new BMW models along with a wide range of BMW Premium Selection Approved Used Cars.
They also provide vehicle finance support through an experienced, fully accredited Business Manager, offering competitive options in partnership with leading banks, alongside fleet services, authorised accident repairs, and trade parts support.
The Challenge
BMW issued a recall notification affecting certain models relating to starter motors. When recall campaigns are issued, they need to be managed quickly, but they can place significant strain on teams and resources. This process often requires:
High volumes of outbound phone calls
Leaving voicemail messages
Follow-up calls and ongoing customer chasing
Managing this volume manually created operational pressure on the customer service team, increasing the risk of delayed responses and rising handling costs.
Frank Keane BMW recognised the need for a more automated solution that could be deployed quickly, improve the customer experience, and still feel on-brand, personable, and aligned with customers’ preferred communication channels.
The Solution: Laila by Momntum
To meet these demands at speed without sacrificing quality, Frank Keane BMW partnered with Momntum to deploy Laila, their AI-powered virtual team member.
Laila was trained to understand Frank Keane BMW’s tone of voice, recall procedures, and customer care standards. Her role included:
Asking customers to confirm they received the posted recall notification
Answering common questions and addressing concerns
Capturing customer requests and required details
Providing general business information and support
Laila was deployed immediately and began contacting the customer list at scale:
WhatsApp was used as the primary channel
An outbound voice agent followed up with the remaining customers who didn’t respond
This multi-channel approach ensured customers were contacted quickly via WhatsApp first, with non-responders followed up shortly after by outbound calls.
The Results
Laila’s deployment at Frank Keane BMW proved to be a game-changer, enabling rapid execution and delivering strong results across the recall campaign:
WhatsApp - 1500 Contacts
✅ 93.74% Delivered Messages
✅ 83.50% Read Messages
✅ 43.45% Response Rate
Outbound Voice - 150 calls
✅ 72.7% Calls Completed
✅ 22.2% Recall Notice Confirmed
✅ 5.1% No Answer/Voicemail
Frank Keane BMW x Momntum
“Laila proved an excellent resource when it came to making outbound contact with recall customers. The proactive approach executed via Laila addressed customer concerns and FAQ’s without the need for the customer to make contact with the dealership and reduced what could have turned out to be an influx of inbound call queries”
Robert Dunne, Marketing and Customer Retention Manager
Frank Keane BMW
