Problem

Organisations driven by scheduled appointments, or reservations, are exposed to lost revenue, opportunity costs and inefficiencies caused by non-attendance. However, administrative overheads of manually managing appointments are very costly, time consuming and does not provide a good customer experience. Management by post is costly and slow.

Solution

Boomerang intelligent SMS enables organisations to not only issue reminders, confirmations and new availabilities via SMS but, recipients can also amend, confirm and cancel via SMS enabling companies to converse further with customers until the appointment is re-booked or confirmed.

Companies with the ability to further extend their communications and engage with customers  are more efficient and have greater customer satisfaction as it is non-intrusive and allows customers to respond at their convenience.

How it works

When a member of staff wants to send a series of appointment confirmations the database will send details of these pre-booked appointments using Boomerang intelligent SMS

When the customer replies confirming and cancelling appointments, Boomerang intelligent SMS will match the response to the original appointment and update the database record of the booking.

The cancellations could then trigger another Boomerang SMS offering customers alternative appointments and allowing the customer to choose a more suitable time. This allows companies to increase their customer service and also improve efficiency of bookings.

  • Headcount SavingsA reduction in the manual administration of confirming and rebooking appointments. Boomerang enables companies to manage all appointments electronically through intelligent SMS.
  • Efficiency GainsOrganisational efficiency is improved, confirmations are made in a timely manner and responses processed quickly. The associated costs of drafting, issuing and posting letters, leaving phone messages are removed.
  • Customer ExperienceNon intrusive reminders and the convenience of confirming, cancelling or changing appointments via Boomerang SMS all improve the customer experience.