Service Disruption

Keep business functions operating during a crisis

Service Disruption

When services are disrupted at short notice, chaos usually follows. To alleviate the impact, an organisation must able to respond quickly and proactively to avoid too many disgruntled customers. Boomerang's incident communication solution allows real-time information to be immediately distributed to customers, providing up to the minute information regarding delays and cancellations. More importantly, it also empowers the customer to re-schedule their booking from a mobile device, by allowing the customer to respond and select from a set of alternatives.



  • Reduce operational overheads by allowing the customer to reschedule from their mobile device
  • Minimise the impact of service disruption to the customer (no waiting in congested call queues)
  • Optimise booking occupancy by automating rescheduling process
  • Enhance reputation with customers


  • Notify customers of disruptions in real-time
  • Provide updates as they happen
  • Allow customers to select alternative options from their device
  • Use the response to update booking systems

How it Works:


Step 1

Send a message advising of a change to a scheduled booking.


Step 2

Include alternative options in the message.


Step 3

Allow the recipient to select from the options provided.


Step 4

Use the response content to re-schedule the booking.


Step 5

Issue a message confirming the revised schedule.

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