Blog

imagesThe 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.

When it comes to organising a companies communication methods used in critical situations, there are many different management strategies you can adopt. One of the most important decisions you can make is what type of approach you’ll take on in regards to communication, escalation and alerting. For many businesses, managing by exception is the perfect way to intelligently allocate resources to save time and expenses. Here are the main advantages:fire_fighters

When it comes to making an impact with your business communications, SMS is one of the best formats out there. Think about it: if you get an email or listen to a radio/ TV advert, it can be immediately ignored or sent to your junk box.But people react to text messages in a very different way, according to a Morgan Stanley study: 91% of adults have their mobile phone within arm’s reach 24/7. So how can this be used to improve your business? Here are some innovative ideas to get you started:

BMS logoIn order to be truly effective, multi-channel CRM must rely on an automated business workflow, according to Peter Tanner, CEO of Boomerang.Of course, modern businesses cannot assume that customers want to reach them by phone only, and nor do they. But why give a customer the option of texting or emailing the business when they have a query, if they then have to wait for a call from someone at a call centre?It is all well and good saying, “give customers lots of choice about communication” but why don’t we also improve the method of how we manage those communications?

Large-CRM-Logo

When it comes to running a company, keeping your customers happy should be top priority. After all, without them you would soon start to struggle. This is where CRM software really comes into its own, allowing you to understand your customers better and know exactly how they feel about your service. However, many businesses aren’t using these systems to their full potential, here’s how you can change this:

Most companies believe they have transformed the way they interact with customers, suppliers and mobile/remote staff in recent years. From Twitter feeds to SMS, email, IM and voice, many organisations have embedded communication within core applications such as CRM and ERP, to drive timely, relevant stakeholder engagement.But, look again. The reality is that the vast majority of these developments may have enabled organisations to get the message out, but have they really improved the stakeholder experience? And have they created a fully automated end to end process to reduce costs and improve efficiency?In most cases, if any of these stakeholders needs or wants to respond to the communication blast, the only option is to pick up the phone, go online or send an email. To move away from this outdated and ineffective model, companies need a communication channel that provides a meaningful dialogue with stakeholders. Peter Tanner, CEO, Boomerang, insists by solving this communication challenge organisations can create an effective and efficient two-way dialogue using intelligent technology that exploits real time communication to not only inform but also transform day to day stakeholder experience.