Following a service installation, an organisation conducted a survey and found that many of the customers who experienced some form of technical issue rated their overall experience very poorly. Results showed that the frustration at not having a functioning service was compounded by the time taken to resolve these issues over the phone.
The engineer performing the installation now contacts the customer within 24 hours of the installation to ensure there are no follow-up issues. An SMS reminder is sent via Boomerang prompting the engineer to make the follow-up call to the customer. By responding to the message, the engineer then updates the status of the job – ‘1’ for Complete or ‘2’ if further action is required. If any further action is required, a member of the customer support team is automatically prompted to contact the customer to resolve any outstanding issues.
As a result, customer satisfaction has increased markedly, because any issues are being proactively managed by the organisation, removing the onus from the customer.
Identify customer issues proactively and improve service quality
Automate customer follow-up activities from an engineer's SMS response
Substantially reduce customer cancellations
Service installations – digital TV, broadband, telephone, boilers
Service maintenance – boilers, electrical equipment, white goods
Installation of expensive technical equipment