Service processes are highly interdependent and tend to be time-constrained, which means relationships between service providers and customers are integral to customer outcomes, and ultimately their loyalty. A customer of a service provider, for example, is buying both the outcome of the service (a landscaped garden, an income tax filing etc.) as well as the way in which they are served. This is completely different from manufacturing where the production and delivery to the customer are separate. A critical challenge therefore for service providers is managing outcomes and experiences in parallel.

A challenge faced by all service providers (large or small) is how to continuously enhance their processes, and products, and make sure that the outcomes are genuine improvements. An important area to address therefore is managing the increased complexity resulting from change.

Whether onboarding new customers, handling patient care visits, executing income tax filing or even carrying out garden landscaping, Boombirds, a zero-code process management platform, empowers service providers by transforming manual processes into digital workflows. With both strong procedural compliance and a focus on proof of service, this results in consistent quality, improved service delivery and an overall superior customer experience.

If you are an enterprise leader and want to learn more about how we can support you to innovate within your organisation

Professional
Firms

Professional
Firms

All businesses rely on the support of a variety of kinds of professional consulting firms to ensure they adhere to regulatory practices and to maintain their day to day activities. These include, but are not limited to, accountants, auditing practices, financial and wealth advisors, tax consultants, legal advisors, management consultants, human resources services, regulatory compliance specialists, and even insolvency and bankruptcy experts. In supporting their customers, professional firms provide retainer services, are governed by heavy regulation and are always looking for ways to improve efficiencies to maximise their billings. Having a tool that helps drive compliance, enables better visibility for Partners and Business Owners, and ensures customers are kept in the loop can be a gamechanger.

  • Seamlessly and intelligently assign case files to teams enabling them to self-organise their corresponding tasks

  • Configure recurrence policies to easily manage retainer services e.g., Annual tax filing, monthly bookkeeping, or quarterly Business Activity Statements

  • See a consolidated Management view on a Kanban-inspired smartboard, showing case files at various stages of completion, helping to identify bottlenecks and ensure timely invoicing

  • Guarantee regulatory or internal compliance by embedding requirements into your processes through checklists and data capture

  • Manage and organise case files by numerous parameters i.e. priority, customer type, assignee and aging

  • Improve customer experience by inviting them to raise new service requests and empower your team to update your customers on the progress of their files, through multiple channels including email and in-app notifications

  • Seamlessly and intelligently assign case files to teams enabling them to self-organise their corresponding tasks

  • Configure recurrence policies to easily manage retainer services e.g., Annual tax filing, monthly bookkeeping, or quarterly Business Activity Statements

  • See a consolidated Management view on a Kanban-inspired smartboard, showing case files at various stages of completion, helping to identify bottlenecks and ensure timely invoicing

  • Guarantee regulatory or internal compliance by embedding requirements into your processes through checklists and data capture

  • Manage and organise case files by numerous parameters i.e. priority, customer type, assignee and aging

  • Improve customer experience by inviting them to raise new service requests and empower your team to update your customers on the progress of their files, through multiple channels including email and in-app notifications

Customer Service
Organisations

Customer Service
Organisations

Quality and consistency of experience is at the forefront of all customer service organisations. Whether providing emergency medical assistance, banking, concierge and lifestyle, Business Process Outsourcing, or other contact centre services, operational management, hotel and tourism or even transport services, this sector has a number of challenges. Their principal asset tends to be Human Capital, who are at the coalface handling customer queries day-to-day. They traditionally have a high turnover of staff, and this cut-throat segment has a significant churn of new and existing clients. They are always on the lookout for opportunities to improve efficiencies with their people and ensuring they keep their clients and end customers top of mind.

  • Carry out client, employee and partner onboarding (or offboarding) using a simple step-based workflow, with checklist-based procedural compliance, to ensure consistency in your operational processes

  • Handle complaints and escalations following your strict internal guidelines for accountability and remediation

  • Conduct regularly scheduled quality reviews for case, call and complaint-handling, ensuring accountability and remediations are followed through sufficiently

  • Execute facility, partner & provider audits, on the field, according to strict compliance measures, while keeping track of progress in real-time with governance at all levels

  • Drive periodic review and refresh of training materials, operational procedures, monthly bordereaux management with approval workflows

  • Carry out client, employee and partner onboarding (or offboarding) using a simple step-based workflow, with checklist-based procedural compliance, to ensure consistency in your operational processes

  • Handle complaints and escalations following your strict internal guidelines for accountability and remediation

  • Conduct regularly scheduled quality reviews for case, call and complaint-handling, ensuring accountability and remediations are followed through sufficiently

  • Execute facility, partner & provider audits, on the field, according to strict compliance measures, while keeping track of progress in real-time with governance at all levels

  • Drive periodic review and refresh of training materials, operational procedures, monthly bordereaux management with approval workflows

Facilities Management
and Home Services

Facilities Management
and Home Services

Facilities Management and Home Services encompass a variety of amenities including but not limited to indoor and outdoor cleaning, pest control, warranty services, lift and building maintenance, handyman, plumbers, landscapers, locksmiths, gardeners, and electricians. Whether they are small teams supporting a variety of disparate customers or a dedicated group working for large enterprises these service providers know their lifeblood is the ability to quickly and easily track, plan and execute work orders while ensuring their staff, on the field, are delivering an exceptional customer experience.

  • Plan and execute regular scheduled beats (based on location, customer, or other grouping) to handle recurring maintenance contracts

  • Track, plan and carry out ad-hoc / recurring work orders from creation to completion on a Kanban-inspired service board, for complete visibility

  • Manage service delivery progress with live-tracking of field staff as they perform assigned service trips

  • Ensure your procedures are delivered out through easy to follow steps and checklists on the mobile app

  • Collect and review proof of visit and service with Proof of Delivery (POD) note and time-stamped photo logs

  • Plan and execute regular scheduled beats (based on location, customer, or other grouping) to handle recurring maintenance contracts

  • Track, plan and carry out ad-hoc / recurring work orders from creation to completion on a Kanban-inspired service board, for complete visibility

  • Manage service delivery progress with live-tracking of field staff as they perform assigned service trips

  • Ensure your procedures are delivered out through easy to follow steps and checklists on the mobile app

  • Collect and review proof of visit and service with Proof of Delivery (POD) note and time-stamped photo logs

Home-based
Healthcare Services

Home-based
Healthcare Services

Operations Managers for patient care services handle a team of specialised professionals and caregivers providing wide-ranging services in relation to home hospices, aged care facilities, disability support, midwives, and communities. Teams that were already under pressure are now struggling even more given the sudden surge in demand for their services. They also lack the technology and tools that enable them to focus on caregiving duties.

  • Assign and manage service appointments ensuring compliance with your quality of care standards

  • Gain a consolidated view of all appointments in various stages of fulfilment by tracking their status in real-time on Kanban-inspired smartboards

  • Provide proof of visit with time-stamped photologs, checklists and collection of relevant data of service rendered

  • Integrate back office and field operations carrying out appointments, while tracking them in real-time

  • Plan and execute a regular scheduled journey plan to handle recurring visits to patients and communities

  • Assign and manage service appointments ensuring compliance with your quality of care standards

  • Gain a consolidated view of all appointments in various stages of fulfilment by tracking their status in real-time on Kanban-inspired smartboards

  • Provide proof of visit with time-stamped photologs, checklists and collection of relevant data of service rendered

  • Integrate back office and field operations carrying out appointments, while tracking them in real-time

  • Plan and execute a regular scheduled journey plan to handle recurring visits to patients and communities

Field Service
Agents and Logistics

Field Service
Agents and Logistics

A major part of any organisation’s sales arsenal is having agents speaking to new prospects and regularly visiting customers, on the field. Whether selling financial services, insurance, or pharmaceuticals, a critical aspect of this team’s day-to-day activities is ensuring they visit all of their customers on a regular basis to keep their products and services top of mind. In addition, field services like pathology laboratories and diagnostic centres rely on a team of couriers and back office staff to ensure the smooth running of their operations. Samples and results must be swiftly and safely transported between labs whilst taking orders for refilling pre-analytical materials in the labs.

  • Plan and execute regular scheduled beats to handle recurring visits to customers for sales enquiries, relationship-building and service follow up

  • Manage logistics of pick-up of consignments from multiple customer locations, and drop to a central hub

  • Carry out simple order to delivery management process for replenishment of samples, stock of pre-analytical test tubes etc.

  • Collect feedback from customers on improvements for services rendered with proof of visit and service delivery

  • Live-track agents on the field following a structured beat plan or as an ad-hoc field trip

  • Plan and execute regular scheduled beats to handle recurring visits to customers for sales enquiries, relationship-building and service follow up

  • Manage logistics of pick-up of consignments from multiple customer locations, and drop to a central hub

  • Carry out simple order to delivery management process for replenishment of samples, stock of pre-analytical test tubes etc.

  • Collect feedback from customers on improvements for services rendered with proof of visit and service delivery

  • Live-track agents on the field following a structured beat plan or as an ad-hoc field trip

A perfect blend of Tier 1 Service Quality with Start-up agility to support your Enterprise

These are just some examples of how Boombirds can support your organisation’s digital transformation journey. We have a strong track record in leading mission-critical enterprise implementations.

Our professional services team has extensive experience in large-scale global deployments including complex integrations with other core enterprise systems. For example, Boombirds can automatically create a new work order based on the downstream or upstream processes with your core systems.

Our iterative, proprietary innovation methodology (DiSPEx) combined with transparent, proactive, and process-driven governance enables rapid delivery of your organisation's strategic objectives.

If you are an enterprise leader and want to learn more about how we can support you to innovate within your organisation