Crisis Management - Recall

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

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Crisis Management – Recall

A crisis situation that is not well managed can be hugely detrimental to an organisation’s reputation. Boomerang’s solution for crisis communications provides the ability to deliver a co-ordinated recall communication strategy. A structured escalation flow ensures that relevant business functions receive the information they need to act quickly, and internal information is communicated effectively, allowing an organisation to deliver a cohesive response and mitigate the impact of a crisis.

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Benefits

Mitigate the impact of a recall situation
Minimise customer risk by acting quickly to remove defective products
Limit reputational damage
Use analytical reports to evaluate the crisis management process

Uses

Quickly disperse information to impacted business functions (Stores, Legal, PR etc)
Provide specific ‘next steps’ instructions to each business function
Automate escalation across within each function until an acknowledgement is received
Set-up ‘On-the-fly’ conference calls between key via an outbound message
Communicate with impacted customers

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.

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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

Crisis Management - Recall

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