Agilent turns to Boomerang to automate workforce communications
Agilent turns to Boomerang to automate workforce communications
Managing the daily communications between the back office and field engineers was a substantial task for Agilent, the world's premier measurement company, before it turned to Boomerang to automate workforce communications using Boomerang's intelligent SMS technology. According to Stephen Edwards, EMEA Project Manager at Agilent, "Boomerang is 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."
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What were the communication problems that Agilent was trying to overcome and how is Boomerang providing solutions to these problems?
Across a wide range of industries, Agilent supplies and supports measurement instrumentation, software and services for many organisations. It is critical all instruments are working to the highest standards in order to avoid costly and potentially life-threatening situations due to inaccurate measurement and testing results. Accurate and timely work-force scheduling is essential to supporting these instruments.
Agilent Europe's preferred method of communication across its workforce is SMS. However prior to selecting Boomerang, Agilent found that with the increasing size of their workforce there were simply too many engineers to contact individually via phone calls or manual, simple one way SMS. Manual database updates are also very complex to manage effectively and economically due to the sheer volume of messages sent and received daily.
Following an extensive search for the right solution to the problem, Agilent recognised that Boomerang was the communications technology solution they were looking for due to its unique, patented, dynamic two-way intelligent SMS service.
Goals & objectives
• Improve customer experience by increasing speed and efficiency of communication between customers and Agilent personnel
• Fully automate database workflow management to communicate with field engineers thus linking back office processes with customer-facing operators in the field
• Seamless, real-time visibility across core business processes
Key factors influencing Agilent's decision
• Threaded SMS enables any mobile device to be integrated into existing business processes
• Ability to match outbound SMS-based messages with their associated inbound responses, irrespective of the quantity and sequence of the messages and without the need for complex, error-prone identifiers being embedded into the body of the message
• Extends the company's current use of the mass communication medium of SMS to automate the management of workflow through database communication
• Enables the company to communicate with all their field engineers across Europe providing them with the ability to update live database records via SMS, automatically triggering key actions where necessary
Commenting on the benefits derived from using Boomerang's technology, Stephen Edwards, EMEA Project Manager explains, "Using Boomerang's open SMS functionality, a database is automatically updated with a live record so that all staff can see the status of each project on a daily basis. The open SMS also triggers the next action that needs to be performed within the database, meaning that our engineers receive the exact information required at precisely the time they need it, which has really improved the service we can offer our customers."
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Boomerang - www.boomcomms.com
For further information, visit the Boomerang Intelligent SMS website or Send an online request