From chaos to control: Boomerang’s strategic approach to delivering exceptional customer experience
- INDUSTRYOutsourcing and Offshoring Consulting
- Key AppsZoho people, Zoho Recruit,Zoho Cliq,Zoho Projects, Zoho Mail, Zoho Sheet, Zoho Meeting
The company
Boomerang was established in Cape Town in 2005 and emerged as a trusted provider of business process outsourcing and outsourced contact center solutions. The company's unique strengths include extensive domain knowledge, a dedicated workforce, and a customer-centric approach.
Known for its reliability, commitment, and capability, Boomerang focuses on strategic planning and seamless execution to enhance its services continuously and deliver value to its clients.
The challenge
Boomerang faced daunting challenges during the COVID-19 pandemic. The company's reliance on manual processes led to communication breakdowns, as most teams worked remotely. This fragmented workflow obstructed project tracking and affected their client relationships. Financially, their month-end reporting was too complex for them to effectively track team member roles in such a large organization.
They also utilized spreadsheets to manage leads, which resulted in frequent errors that consumed considerable time and limited growth opportunities. Relying on external recruitment agencies for staffing also led to financial strain.
These operational challenges reflected the urgent need for a more cohesive and streamlined approach to address them effectively.
The solution
Boomerang needed a digital solution to help with its operational difficulties. After evaluating the market and exploring various options, the company found Zoho to be the most suitable choice.
Using Zoho, Boomerang automated its business processes and enhanced cross-departmental management and tracking, saving both time and resources.
It successfully streamlined its HR operations by implementing Zoho People and automating attendance, shift scheduling, and leave management for their teams. Zoho People also helped Boomerang centralize team member records, simplify onboarding and offboarding, and support performance appraisals and training. With self-service portals and mobile access, employees were able to manage their own HR needs, reducing the workload for HR staff.
"Zoho presented some interesting options for us. With Zoho People and Zoho Recruit, we were able to transform our human resources process into a paperless environment, which was our objective.”
Boomerang improved its recruitment process by adopting Zoho Recruit, automating and centralizing every step from job posting to applicant tracking. Candidates are sourced through job boards and social media, and automated resume parsing has sped up workflows. Custom screening and interview processes also ensure a better candidate fit.
Boomerang's integration with Zoho People and Zoho Recruit revolutionized their hiring process by enabling seamless and secure data transfers once candidates were hired. This automation streamlined repetitive tasks, reduced errors, and significantly accelerated the hiring timeline, enhancing the overall candidate experience.
By leveraging Zoho's robust software ecosystem, Boomerang effectively centralized employee data within a single secure platform, leading to a 50% improvement in organizational efficiency and compliance.
To enhance support for care partners operating in the field, Alignd adopted Zoho Desk. This powerful customer service platform enabled efficient management and responses to every query, significantly improving support for care partners and enhancing operational responsiveness.
"On the Zoho Recruit side, everything is done electronically, from the application to the shortlisting—the complete employment journey. It saves me a lot of time and also saves us a lot of money.”
Boomerang enhanced its internal communication by utilizing Zoho Cliq for real-time chat, as well as audio and video meetings on specific channels. This helped it reduce silos, enhance collaboration on teams, and speed up onboarding for new hires.
This centralized hub for conversations and files also cuts down on app-switching time. Features like instant meeting creation and AI-generated chat summaries improved alignment, while integrations with project management and HR tools streamlined workflows, leading to quicker decision-making and increased productivity.
"Zoho Cliq became instrumental as a communication platform for us. I use Cliq regularly; it's great to have the visibility of people who are checked-in and checked-out at a glance.”
Zoho Projects enabled Boomerang to manage its tasks more efficiently. The platform's chat, file sharing, and comment features promote collaboration among team members. The automated reminders and time-tracking features also help Boomerang's employees stay focused and organized.
"Once you log in to Zoho Projects, it automatically notifies you when there's a task waiting to be completed. Zoho makes it so easy for me to track my tasks.”
Boomerang also improved operational efficiency by implementing a mix of productivity-enhancing solutions, like Zoho Mail, Zoho Sheet, and Zoho Meeting. Zoho Mail streamlined communication; Zoho Sheet helps maintain real-time records, manage data, and analyze reports, and Zoho Meeting facilitates video conferencing. This integration of functionalities enhanced productivity and supported Boomerang in its quest to grow its business and the organization.
"It's all in one platform, packed nicely and neatly—and it's not a boring system to work with. It's even eye-catching!”
Benefits and ROI
Implementing Zoho has proven to be a transformative decision for Boomerang. By consolidating its data onto a single platform, Boomerang significantly enhanced its focus on customer acquisition and retention, saving considerable time and resources, improving overall efficiency, and facilitating organizational growth.
Integrating Zoho People into their operations helped them achieve an impressive 50% improvement in employee self-service capabilities. They also reduced errors and manual work by automating onboarding and offboarding, boosting HR efficiency by 30%. These advancements not only alleviated the HR workload but also saved valuable time that is now being redirected towards other strategic initiatives.
Looking forward
"Our vision is to be absolutely customer-focused—to be known as the customer acquisition and customer retention specialists.”
With the vast majority of their operations centered on communication, Boomerang found that a robust platform like Zoho significantly enhanced their workflow and customer engagement effectiveness. Seamless integration with Zoho applications has been pivotal to their ongoing success, paving the way for continued innovation and improvement.
By utilizing Zoho’s unified platform, Boomerang is now well-positioned to swiftly meet changing business demands and pursue steady, sustainable growth while continuing to add value for its clients.