Managing the expectations of your customers is key to their experiences with you . . Before the days of the internet, it was much harder for customers to know about the industry but if a customer now sees online what the average time to be on the market is, this will be the…Details
BoomerangCRM can help you:
HOW WE DO IT
BOOMERANGCRM DELIVERS YOUR CUSTOMER’S FEEDBACK DIRECT TO YOUR TEAM.
THIS ALLOWS YOU TO ACT QUICKLY TO ADDRESS PROBLEMS AND IMPROVE THE CUSTOMER’S JOURNEY, WHICH WILL RESULT IN AN INCREASE IN YOUR MARKET SHARE
BoomerangCRM is the leading provider of customer feedback using the Net Promotor Score as a way to measure your customer’s engagement within your business.
Our purpose is to help our clients create lifelong relationships by helping to identify which systems, processes and people perform well within your business and those which require work. This feedback is collected over the phone by our team of researchers, who understand that in order to make strategic changes they must first gather detailed, specific feedback relating to your service.
Our custom-built online platform allows our clients to see how they measure up against the national average using BoomerangCRM’s unique benchmarking service.
To obtain your feedback we ask:
- Based on the service you have received to date, how likely would you be to recommend *COMPANY X* to your friends and family on a scale of 0 to 10, where 0 is not at all likely and 10 is highly likely?
- What is the primary reason for your score?
- Who has been your main point of contact?
These questions provide the vital information that you need to assess your processes and people, giving you everything you need to tailor your service to meet and more importantly exceed your customers expectations.
WHO WE ARE
Our team from the Directors to the researchers, have extensive knowledge in the estate agency industry, having worked in some of the UK’s leading estate agents.
Our team undertake extensive training, ensuring that they understand your business from the inside out.
Our dedicated account managers are available to provide guidance, support and training throughout your time with BoomerangCRM to allow you to work on your business instead of in it.
WHO WE DO IT FOR
The BoomerangCRM system has been implemented for over three years by Preston Baker. Their hugely successful seven-branch operation has seen impressive results since the second quarter of 2014, with results including an increase in market share and a 40% improvement in customer retention. The Oakwood branch of Preston Baker won the highly prestigious Best Estate Agent Guide Award in 2017 for both Sales and Lettings.
Since our launch in April 2015 a number of dynamic businesses, ranging from single branch operations to medium size firms with 7-12 branches and larger multi-branch network companies have been engaged with our services.
Jonathan Hudson, Director, Hudsons Property
“Hudsons love using Boomerang CRM as it is a great way to outsource our ongoing customer feedback whilst making it feel like it is an in-house check on our service. The system allows us to set our preferred customer touch points, whether that is an enquiry just registered, on the market for 2 weeks or tenant moved in (you can choose your own touch points) to gain important feedback and provides us with a good overview of how we are performing and the individuals within my business. It’s great for staff morale too when we get good scores but also allows us to immediately address any part of our service if we are not performing, by calling the customer and putting right and wrongs. We find this an essential tool to help us maintain and improve our service to our customers. I thoroughly recommend it”
Tony George, Director, Kaleidoscope Group
“The key driver was making sure the Boomerang feedback was taken as ‘learning’ and not negatively (this was very important to me) . It is always good to get a 9 or 10, but sometimes the best responses were the 2 and 3’s as we had an opportunity to learn and improve the process so these customers felt more valued The Key driver were the people, they enjoyed the process and liked the learning. Making sure the right credit is given to the right person was also a key change in the score”
“Since implementing the BoomerangCRM service we have changed roles, we have mapped out the customer journey, we have changed the entire teams pay schemes so people get rewarded if they do well as a team, this includes all staff. The top NPS performer gets a special treat from the CEO: he normally sends them away on a weekend break or sporting event”
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If you would like to find out more about the BoomerangCRM service, or if you would like to speak with one of the team then please contact us by:
Phone: 0844 273 2944
We invite you to contact us to arrange a system demonstration, please do not hesitate to get in touch to find out more!
Here at BoomerangCRM we want to help you get the most of out of your customer feedback and we have teamed up with online customer review service Trustist to ensure you can capture all of your customer feedback both internally, and externally over the phone and online.
By adding the feedback onto your Trustist page following the completion of a customer care call, BoomerangCRM can assist you to increase;
- Market Share
To find out more, simply click the ‘I am interested’ button below and a member of the BoomerangCRM team will get in touch with you to discuss the next steps!
We’re very excited to be supporting the EA Masters on 12th October 2018 and we will be showcasing our latest products and services in the Innovation Hall and would love to see you there.
In addition to the exhibition there’s an incredible line up of speakers for the whole day conference plus the awards ceremony which will honour the best sales and lettings branches in the UK that have been included in the Best Estate Agent Guide.
Last year, we had many clients nominated and one of our long-standing clients’ branches won the Best Overall Agency!
Tickets are selling fast so please get yours today at http://www.eamasters.co.uk/tickets/
You can also find out if your branches are included in the Best Estate Agent Guide.