Call-In

Limit risk and reputational damage by responding quickly and cohesively in recall situations

Call-In

Boomerang’s solution for personnel call-in management is a proven tool that achieves a rapid response to time-critical situations, by automating the escalation of multi-channel communications. Personnel awaiting short-notice deployments are uploaded to a communication workflow and alerted en masse. Incident status updates can be triggered in real-time so that if the incident severity is downscaled, staff are notified immediately to avoid wasted time and resources.

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Benefits

  • Improve operational efficiency and resource management
  • Online and distributed status reports providing management with insight and control
  • Reduce time taken to respond to call-in requests
  • Reduce incident resolution timescales
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Uses

  • Create call-in communication templates to Optimise call-in attendance
  • Target contacts via their preferred communication channel to improve response rates
  • Use analytical reporting to optimise response rate to incident communications
  • Set required quotas and stand-down those responding after quota fulfilled
  • Issue automated status reports to senior staff managing the incident process

How it Works:

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Step 1

Issue simultaneous messages to representatives within different business functions required to take action. Include a response request to acknowledge receipt.

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Step 2

Escalate the message through each communication channel until a response is received.

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Step 3

Escalate the message through the chain of command within the different business functions until a response is received (also using each communication channel if required).

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Step 4

Use the response to trigger a further message advising that the required activity has been completed.

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Step 5

Distribute notifications to impacted customers.

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