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CASE STUDY CAPITA - PERSONAL INDEPENDENCE PAYMENT (PIP)
“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 Case Study | Capita
MOBILE WORKFORCES Capita PIP deploys Boomerang's messaging solutions to bolster communications, improve productivity and accelerate disability assessments. Personal Independence
system is able to identify
Payment (PIP), replaced
and match recipients SMS
Capita PIP, the assessment
Disability Living Allowance
and escalate replies through
provider for the Department
in April 2013 and is designed
the appropriate workflow
of Work & Pensions (DWP) in
to help the long-term sick
processes.
England and Wales, and for
and people with disabilities
the Social Security Agency
– but eligibility is subject to
"If our main office goes down,
in Northern Ireland has
an independent disability
we now have a simple and
partnered with Boomerang
assessment by a qualified
effective solution to alert
to improve two-way
health professional. With
workers with Boomalert"
communications with its field-
the majority of assessments
based staff.
taking place in claimants’
BACKGROUND
The organisation, plays a key role in determining individual eligibility for Personal Independence Payment, is using Boomerang’s powerful messaging tools to enhance
homes, Capita PIP needs to ensure that its remote workforce is agile, productive and efficient – and also safely integrated into its wider operations.
Ian Clarke, Ops Manager
Moreover, because the Boomerang solution integrates with the company’s Microsoft Dynamics CRM system, the SMS reminders are automated – accelerating
client engagement and
communications pathways,
bolster connectivity with its
driving efficiency and
500-strong mobile workforce
improving service to end-
– driving more efficient,
users.
productive operations and
“The system is already proving
accelerating the application
popular with claimants,”
process for claimants.
says Ian Clarke, Operations Program Manager, Capita
INDUSTRY: Social Security
BOOMERANG
WEBSITE: www.capita.com
PIP. “Because of the nature of our end-users, their
The Boomerang technology
communications skills and
The Boomerang tools
enables Capita PIP to send
platforms are variable; we
use innovative patented
out appointment reminders,
therefore need to have a
‘threading’ technology
via SMS, to any claimant that
number of channels open to
to bring automation into
has registered a mobile phone
claimants. SMS is proving to
business processes, helping
number on their application
be our most effective method
the organisation to maintain
Boomerang’s unique
of communication – with
strong, responsive and
threading technology means
the majority of claimants
traceable communications
that unlike standard blanket
preferring to contact us via
with field-based employees.
SMS communication, the
this route. In turn, this
Boomerang Case Study | Capita
MOBILE WORKFORCES improved connectivity
Boomerang has shown us that
us to reduce downtime
provides great downstream
text messaging is the ideal
and maintain productivity.
benefits for our field-based
method – and people appear
Boomalert will help us to
staff.”
much more likely to respond
escalate and resolve critical
using this approach."
issues, and gives us the
With Capita PIP’s fieldbased employees spending
BOOMALERT
most of their working
ability to track individual responses and communicate by exception.”
days in assessments, the
Capita PIP also plans to
company has previously
use Boomerang’s incident
found maintaining contact
management tool, Boomalert,
with mobile workers to be
to bolster its business
In addition, Capita PIP
extremely challenging. “It
continuity capabilities. It
hopes to use Boomerang
is commonly difficult to get
will allow Capita PIP to
to support email to SMS
messages to them; they
automatically run two-way
correspondence with the
often don’t read their emails
simultaneous escalation
new Boommail application.
until the end of the day, and
incidents and manage these
The company has recently
rarely respond immediately
these processes by exception
conducted a small trial with
to voicemails. As such,
through a user configured
senior management, using
whenever there are issues
drag and drop process
SMS to alert the team to key
– be that an IT problem or a
environment, and all based on
email communications. The
cancelled appointment – it is
the end user's response. “The
trial, which prompted users
a challenge to make contact.
technology will strengthen
to visit their inbox to pick up
This has implications for
our resilience,” says Ian. “If
specific and vital information,
productivity and efficiency.
our main office goes down,
increased response times and
We therefore wanted a
we now have a simple and
accelerated communications.
method of contacting people
effective solution to alert
quickly and easily.
workers – helping
BOOMMAIL
Boomerang Case Study | Capita
"Boomerang gives us greater control and visibility of our mobile workforce and making our operations more agile, productive and efficient. It’s great for us, but more importantly, it’s great for claimants too." Ian Clarke, Operations Program Manager, Capita PIP
FINAL WORD
effective – and you can do
control and visibility of our
it at the click of a button.
mobile workforce and making
“Our use of Boomerang is
Implementation has been
our operations more agile,
already helping to improve
really straightforward and
productive and efficient.
client engagement and
once it’s set up, you can
It’s great for us, but more
speed up internal processes,”
communicate with hundreds
importantly, it’s great for
says Ian. “We have had
of people instantly. More
claimants too. Boomerang is
great feedback from our
importantly, when they
helping us deliver our goal to
communications and senior
respond, you can easily
put claimants at the heart of
management teams, and there
identify users and handle their
everything we do.”
appears to be a widespread
individual needs promptly and
view that this is now the
effectively. Boomerang quite
communication channel of
literally is stimulating real
choice. It’s quick, easy and
benefits. It’s giving us greater
Boomerang is a digital communications company. Our product range is the result of years of experience developing and supplying communications solutions to corporates and SMEs. Patented in 23 countries around the World, the technology used in our services and products is unique, and addresses many of the problems inherent in business communication today.