Capita PIP, the assessment provider for the Department for Work and Pensions, manages a large, distributed workforce that conducts Personal Independence Payment assessments across the UK.
With hundreds of field-based staff operating remotely and engaging with claimants in varied environments, maintaining consistent, timely communication had become a significant challenge. Traditional channels such as email and voicemail proved unreliable, often delaying responses and impacting productivity.
Boomerang introduced a two-way SMS-driven communication platform that integrates directly with Capita’s Microsoft Dynamics CRM system. Appointment reminders and operational messages are now automatically sent to claimants and field staff via SMS, ensuring communications are delivered through the most effective and accessible channel. Boomerang’s patented threading technology links inbound and outbound messages, allowing responses to be matched to individuals and automatically routed through predefined workflows.
This has transformed engagement, with claimants and staff far more likely to respond quickly via SMS. The result is faster communication cycles, improved coordination, and a more efficient assessment process. Back-office teams benefit from greater visibility and control, enabling them to track responses and manage interactions at scale without manual intervention.
In addition, Capita is leveraging Boomalert to strengthen business continuity. The platform enables automated, two-way escalation during incidents, ensuring critical updates reach staff quickly and responses are tracked in real time. This allows issues to be managed by exception, reducing downtime and maintaining operational continuity.
Overall, Boomerang has improved responsiveness, increased operational efficiency, and enhanced engagement across Capita’s mobile workforce, delivering a more agile, reliable service for both staff and claimants.