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  • Home
  • About
    • Who We Are
    • Join Our Team
    • News & Insights
  • Services
    • Digital Transformation
    • Customer Service
    • Customer Experience
    • Customer Acquisitions and Retentions
    • Human Resources Outsourcing
    • Quality Management and Compliance
  • Specialisations
  • Case Studies
    • B2B: Global Dog Food Manufacturer
    • Direct-to-Consumer: Flowers
    • E-commerce: Dog Nutrition
    • Insurance
    • Technology: 24/7 Parking Operator
    • UK Retail: Meal Kit Unicorn
Join Team
Contact
  • Home
  • About Us
    • Who We Are
    • Join Our Team
    • News & Insights
  • Specialisations
  • Services
    • Digital Transformation
    • Customer Service
    • Customer Experience
    • Sales and Acquisition
  • Case Studies
    • B2B: Global Dog Food Manufacturer
    • Direct-To-Consumer: Flowers
    • E-commerce: Dog Nutrition
    • Insurance
    • Technology: 24/7 Parking Operator
    • UK Retail: Meal Kit Unicorn
  • Contact Us
logotype
  • Home
  • About Us
    • Who We Are
    • Join Our Team
    • News & Insights
  • Specialisations
  • Services
    • Digital Transformation
    • Customer Service
    • Customer Experience
    • Sales and Acquisition
  • Case Studies
    • B2B: Global Dog Food Manufacturer
    • Direct-To-Consumer: Flowers
    • E-commerce: Dog Nutrition
    • Insurance
    • Technology: 24/7 Parking Operator
    • UK Retail: Meal Kit Unicorn
  • Contact Us

Case Study:

INSURANCE

Client Overview

Our client embarked on their journey in 2006, fueled by a vision to revolutionize the insurance industry in South Africa. They aimed to offer accessible, affordable, and customer-centric insurance solutions directly to South Africans. As they transitioned into a multi-distribution insurer, our client remained steadfast in their commitment to innovation, continuously adapting to meet evolving customer needs and improve lives.

This case study delves into our client’s impactful partnership with Boomerang, a leading contact center and Business Process Outsourcing company, underscoring their mutual dedication to transformation and delivering excellent customer service.

Strategy

The client’s strategy involves partnering with Boomerang to drive sales growth and market presence in funeral insurance and limited underwriting life insurance. They aim to expand their customer base, maintain competitiveness, and prioritize customer satisfaction by adhering to Treating Customers Fairly principles.

Boomerang’s role is crucial in achieving these objectives, as they consistently perform as top sales contributors, enhancing the client’s market position and reputation since the partnership began in July 2014.

Challenges

The client encountered challenges in book growth and ensuring fair treatment of customers. They aimed to expand their insurance book to reach a broader South African market while adhering to ethical practices. Addressing the insurance gap was crucial, but achieving these goals required assistance.

Outcomes

Our partner faced significant challenges in expanding its insurance book and ensuring fair treatment of customers. Boomerang stepped in to provide solutions. Boomerang’s approach involved maintaining quality standards in financial products, leveraging specialized expertise in sales and contact centres, and expanding reach through partnership.

The partnership journey included thorough vetting, continuous optimization, and effective communication.

The Result

Results included increased sales and awards for Boomerang. Senior management expressed confidence in the partnership’s future success. Boomerang’s dedication to quality and customer satisfaction has been instrumental. The partnership reflects a commitment to excellence and continuous improvement, ensuring mutual success.

Senior Manager at Insurance highlights, “Boomerang has been a leading partner, and I see no reason why they wouldn’t continue to do so in the future with Insurance. Our partnership with Boomerang has been a journey of excellence, continually striving for quality and customer satisfaction. The absence of customer complaints underscores their exceptional approach to customer interactions.”

TECHNOLOGY

Optimising customer support for Global parking management company

INSURANCE

A decade of customer-centric insurance solutions 

GLOBAL DOG FOOD MANUFACTURER

A quest for cost efficiency and AI enablement

E-COMMERCE: DOG NUTRITION

A client connection for the love of dogs

DIRECT-TO-CONSUMER: FLOWERS

London-based flower delivery subscription service 

MEAL KIT DELIVERY SERVICE

Client delivers meals, Boomerang delivers the smiles

Contacts

Boomerang HQ:
Maynard Mall,
Corner Wetton & Main Road,
Wynberg, Cape Town, 7708

PO Box 23567, Claremont,
7735, South Africa.

Phone SA: +27 021 673 8100
Phone UK: +44 020 3588 3233
Phone AUS: +61 272 018 707
Phone US: +1 226 009 471

info@boomerangsa.com

Services

Digital Transformation
Customer Service
Customer Experience
Customer Acquisitions and Retentions
Human Resources Outsourcing
Quality Management and Compliance

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