Appointment & Reservation Management

Appointment & Reservation Management

The combined cost of missed appointments or bookings can have a hugely detrimental impact on profitability. Boomerang's Intelligent Messaging technology helps to mitigate this by streamlining the management of appointments and bookings through automated communications. Embedding Intelligent Messaging into booking management software not only allows reminders to be issued via the customer's preferred communication channel, but also allows an option for the customer to cancel the booking to be included in that reminder. Furthermore, where a cancellation is triggered, the re-allocation of the available slot can be automatically issued to a waiting list.



  • Optimise appointment/booking fulfillment without manual intervention
  • Reduce the cost of missed appointments/bookings
  • Improve end customer satisfaction by avoiding the cost and penalties associated with unscheduled cancellations
  • Reduce operational overheads by automating the process, avoiding pressure on contact centers
  • Empower the customer to manage their booking
  • Use Intelligent Messaging to manage multiple appointments/bookings simultaneously with the same end customer


  • Manage multiple simultaneous bookings with the same end customer
  • Allow customers to cancel a booking via response
  • Use different communication channels to reach the end customer
  • Automatically reallocate cancellations to waiting lists
  • Escalate across different channels if required to obtain a response

How it Works:


Step 1

Appointment/booking scheduled in management software


Step 2

The request triggers to Boomerang via API to send confirmation to the end customer


Step 3

Confirmation message allows the customer to cancel the booking


Step 4

Responses are returned to the management software to update the booking status


Step 5

The vacant slot is issued to a waiting list

Working with Boomerang has provided our clients with a robust 2-way messaging solution which, when integrated with Oneserve’s service management solution, automates the communication with their customers and improves the efficiency of their service.

Adam Thompson

Chief Solution Officer, Oneserve

Because of the nature of our end-users, their communications skills and platforms are variable; we therefore, need to have a number of channels open to claimants. SMS is proving to be our most effective method of communication.

Ian Clarke

Operations Program Manager, Capita PIP

Boomerang gave the opportunity to rapidly evaluate participants’ responses to messages and respond quickly to messages that failed to provide value to participants. The latter aspect is of particular importance for actively engaging patients with their healthcare enterprise.

James S Khan

Chair of the UCSF Research Administration board

The Boomerang intelligent SMS communication solution allows restaurateurs to quickly communicate with its customers without human intervention; bookings are confirmed in an instant enabling owners and managers to see real-time reservation updates.

Mike Edworthy

Service & Sales Director

The only software that we could find in the market that uses unique open SMS technology to manage all database updates and subsequent actions automatically.

Stephen Edwards

EMEA Project Manager