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:
These questions provide the vital information 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.
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.
The BoomerangCRM system has been implemented for over three years by Preston Baker. Their hugely successful 7 branch operation has seen impressive results since Quarter 2 2014 with results including an increase in market share and a 40% improvement in customer retention.
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 are 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”
“If you can’t measure it, you can’t improve it” “You can’t manage what you can’t measure” “If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it” There are so many quotes regarding the concept of measurement against…
Details
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.
