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How an organisation manages disruptions or short-notice changes to the services it provides is paramount. It is crucial that organisations can efficiently manage any disruption to a scheduled activity and to limit its impact upon a customer.
Boomerang’s messaging solution for incident management allows organisations to respond quickly to notify customers of unforeseen events and to offer immediate solutions. Where an incident is likely to impact a scheduled activity, an SMS message is triggered to the customer advising that the activity is subject to change. Crucially this message provides the customer with alternatives to select from, instantly providing the ability to re-schedule without the frustration of waiting in busy contact centre queues.
This proactive approach allows organisations to massively reduce the administrative burden and to maintain brand integrity, when confronted with such service disruption.
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