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 performer gets a special treat from the CEO: he normally sends them away on a weekend break or sporting event”