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


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.



  • 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


  • 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:


Step 1

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


Step 2

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


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).


Step 4

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


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

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