Following on from his first instalment last month, Boomerang’s CEO, Peter Tanner, picks up on where he left off, with his thoughts on effective response methods to critical incidents.The new communications manual: automate The rapidly-evolving technology landscape has, of course, provided more modern means of communication; SMS, email, mobile and social media have extended communications pathways and each present powerful mechanisms for real-time, instant messaging. But, despite being strengthened by a whole raft of communications channels, incident management processes are all-too-often dependent on a monologue, where there is little or no interaction between either party. These models are a hostage to fortune – and, as incident resolution times naturally extend, they can potentially cost a fortune too.
If anyone needed re-affirming on the potential of CRM technology, then Gartner’s recent forecast most certainly accomplished that. The forecast states that ‘CRM will be at the heart of digital initiatives in coming years’ and its prediction that CRM software revenue will reach $23.9* million this year is indicative of the continued potential for the technology.
The national charity providing support to victims and witnesses of crime, Victim Support, has deployed Boomerang’s innovative SMS messaging technology to provide faster and more efficient two-way communications with the people it helps. We caught up with Iain McCaskey, Information Resources Manager, Victim Support about how the technology is working for them.