Service Continuity – Fast Tracking

Service Continuity – Fast Tracking

Reducing wait times is a key contributor to improving customer satisfaction and retention. Boomerang's solution for service continuity helps to achieve this, bypassing lengthy queues and offering customers the option to transact remotely. Those customers choosing this method then receive a statement along with the option to respond, to authorise payment to be taken from their card or select a link contained in the message, that guides them through the payment process.



  • Reduce operational overheads by automating the payment process remotely
  • Improving customer satisfaction by avoiding queues and enabling payment at their convenience
  • Redeploy resources elsewhere to improve QoS


  • Enable customers to authorise remote transactions
  • Embed a link to custom payment gateway (provided by Boomerang) to complete transactions
  • Provide a statement of account via the customers preferred channel

How it Works:


Step 1

Trigger message to customer prior to service expiration offering the option to transact remotely


Step 2

The customer responds to agree


Step 3

Issue an itemised statement for services used with an option to reply to authorise payment is taken if the card is held


Step 4

If card not held, include a link to a bespoke payment gateway


Step 5

On completion of payment, return a confirmation message to the customer

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