With the increase in outsourcing and use of sub-contractors Boomerang intelligent SMS allows communication to be automated without the need to issue expensive hardware. Boomerang can be utilised across a multitude of use cases within the Utilities sector:
- Engineer appointment management
- Enterprise resource planning (ERP)
- Customer experience management
- Customer reminders and confirmation
- Workforce management
Workforce Management - Large Utility Company
Organisations managing large distributed teams can automatically schedule jobs to field staff using Boomerang intelligent SMS.
For example, each field engineer can be allocated multiple jobs at the start of the day, they can accept or reject jobs using intelligent SMS throughout the day keeping the central database up to date on the status. The central database can then reallocate and reschedule via SMS without the need for call centres or expensive smartphone technology.
Automating this process enables faster allocation of field engineers, timely response to customer demands and reallocation of resources should a customer cancel an appointment.
- Headcount SavingsIntegrating all resources into an automated process reduces the burden on operation and call centre staff; reducing costs and freeing staff to perform other duties.
- Efficiency GainsAutomation enables the management of problems by exception, allowing more activities to be completed in a shorter time.
- Customer ExperienceBoomerang intelligent SMS generates 80% plus response rates from consumers, indicating high user acceptance, with most responses coming within minutes.
- Business CaseUsing an operations centre to allocate work and manually update progress is an expensive use of skilled operatives
