Oneserve provides cloud-based service management software for organisations with mobile workforces across sectors including social housing, telecoms, and facilities management. To enhance its platform, Oneserve partnered with Boomerang to introduce a more effective way for its clients to communicate with customers and streamline service delivery processes.
The challenge was to improve engagement and reduce inefficiencies caused by manual communication methods, particularly around appointment scheduling, confirmations, and customer feedback. Traditional approaches led to missed appointments, slow response times, and limited visibility into customer interactions.
Boomerang’s two-way SMS technology, powered by patented message threading, enabled Oneserve to automate customer communications directly within its service management platform. Appointment notifications can now be sent via SMS, with customers able to confirm or reject in real time. Responses are automatically captured, matched to the correct workflow, and escalated where necessary—removing the need for manual intervention.
This has significantly improved operational efficiency for Oneserve’s clients. For example, MCP Property Services used the solution to automate post-appointment feedback, increasing response rates from approximately 15% to around 38%. This allows issues to be identified and resolved more quickly, improving customer satisfaction and reducing the risk of escalation.
The flexibility of the platform means it can be applied across multiple industries, enabling organisations to automate workflows, enhance collaboration, and deliver better service outcomes. By embedding intelligent, two-way communication into core processes, Oneserve has strengthened its value proposition and enabled its clients to operate more efficiently at scale.
Overall, the partnership demonstrates how automated, responsive communication can transform service delivery and improve both operational performance and customer experience.