Service Outages

Automating multi-channel communications to minimise the impact and cost of service outages

Service Outages

Boomerang's incident communication solution provides seamless integration with incumbent monitoring systems, along with the ability to rapidly distribute incident communications when a monitoring event is triggered. Critical service outages can be notified to engineers in real-time and escalated across multiple communication channels until acknowledged. Replies to these communications can be used to automatically initiate further status updates and resolution notifications. Our fully automated communication solution will reduce incident resolution times and mitigate outages, whilst minimising impact on resources.



  • Reduce operational overheads by automating appointment fulfillment process
  • Improving customer satisfaction by accelerating the appointment fulfillment process
  • Increase the number of opportunities provided to agents to reduce turnover
  • Re-deploy manual resources elsewhere


  • Monitor IT services and infrastructure
  • Instantly notify engineers of a problem
  • Escalate communications to ‘hunt’ for a response
  • Improve disaster recovery
  • Automate incident updates to customers
  • Issue real-time updates to management

How it Works:


Step 1

Receive an alert from the monitoring system


Step 2

Initiate the relevant communication process based on the specific monitoring event


Step 3

Escalate communications until an acknowledgment is received from an engineer


Step 4

Receive progress updates from the engineer and use these to automatically distribute customer updates


Step 5

On resolution, close the incident and automatically trigger customer notifications

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