HR Market Leader Wins It All Back and More with Callbox
CASE STUDY
HR Market Leader Wins It All Back and More with Callbox
The Client
Industry: Human Resources Location: New Zealand Headquarters: New Zealand The Client is a market leading designer and developer of payroll software in New Zealand since 1983.
Campaign Type:
Lead Generation
Campaign Target Criteria
Location: New Zealand Industry: All industries with 20 – 200 employees Decision Makers: Business Owners, Managing Directors, Finance Managers
The Challenge
The Client prides itself with a 33-year experience in providing over 10,000 customers with low cost, simple and very effective payroll solutions. However, this market dominion was somewhat threatened when payroll system providers in New Zealand offered the same or similar packages on software functionalities like Auditing, Templates, Tracking Capabilities, Costing Statistics, Pay History, Contributions and Help Desk Support, which deflated the Client’s huge number of customer database by 20%. The competitors were seen to be quite aggressive in generating more customers, so the Client decided to combat the move by undertaking feisty initiatives like outsourcing a lead generation company who would help them look for new customers and win back those they’ve lost.
The Callbox Solution
Callbox’s multi-channel marketing program was designed to help clients maximize the full potential of a well-profiled and managed database to get them in front of their target prospects with the right message, at the right time. In the said campaign, the Client required the Callbox team to generate leads using two different approaches for lost customers and new targets. The generated leads were differentiated into two categories, and from which the Client customized their solution/offers:
- Prospects (new targets) who agreed to speak with the Client’s representative to discuss about the product /solution and its benefits
Approach: This type of target customers were sent initial email copies that contained FAQs about their pain points like Holiday Pays, Leave Rates calculations, etc. As soon as the prospect opened the email or took action like clicked the Client’s website or accessed any link in the email, which were tracked real-time by the Callbox team, the contact was then scheduled in the Callbox PIpeline to be called by the agent and set for an office, online demo or phone appointment with the Client’s specialists.
- Lost customers who agreed to speak again with the Client’s specialists and were interested to know about new offers
Approach: For winback customers, the initial email copies included cost- and time-saving offers from the Client such as systems upgrade at the same package cost, restructured payment schemes and a sample comparative script of how their old service would look like upon return. A day after the initial copies were sent out, whether or not the prospect had opened or taken any action on the email or not, the agent made follow-up calls to those targets and set them for office, online demo or phone appointments with the Client’s specialists. In addition, the agent incorporated a customer profiling activity during follow-up calls which made the database more accurate by updating contact information like the decision maker’s name, company name and address, contact numbers, email addresses and social media accounts.
The Results
The Callbox team generated a total of 84 Leads: 11 Office and 35 Phone Appointments and 38 Online Demonstration Bookings which were all part of the 2,343 Positive Contacts that included warm follow-ups. Out of the 84 Leads, 38 (40%) were winback customers. Callbox’s multi-channel marketing platform was effectively utilized for the payroll leader’s lead generation campaign and which realized their goals to win back lost customers and acquire new ones worth nurturing. 
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Callbox: Instrumental to Manufacturer’s Marketing Success
CASE STUDY
Callbox: Instrumental to Manufacturer’s Marketing Success
The Client
Industry: Manufacturing Location: United Kingdom Headquarters: United Kingdom The Client is a 50-year old market leader that provides high technology tools and systems like desktop, portable, handheld XRF and OES materials identification and analysis systems, as well as coating thickness measurement and gauging instrumentation to industrial customers with diverse needs. They design and manufacture equipment that can fabricate, analyze and manipulate matter at the atomic and molecular levels.
Campaign Type
Appointment Setting
Campaign Target Criteria
Location: Malaysia, Thailand, Vietnam and Korea Industry: Steel Manufacturing, Foundries, Automotive Manufacturers Decision Maker: Quality Manager
The Challenge
The Client, although prided with the value proposition of providing A1 screening tools for fast and accurate analysis of the widest variety of materials, truthfully admitted that coping with global competitions would be difficult to achieve without a partnership with some significant sectors like sales and marketing. Their products’ key benefits (point and shoot, verification in seconds, rapid, reliable and rugged, non-destructive testing and no sample preparation, easy to carry) were first-rate features that set them apart from competitors but were hardly positioned to their target customers’ attention due to some deferring areas in the business process that withheld progress and expansion goals:
- Customers database is inaccurate with incomplete contact information
- Customers evade long discussions and questions which inhibits the Client from being able to further explain how their product or service could be beneficial to the customer
- Some customers’ needs were understated which caused application of inadequate solutions by the Client
The Callbox Solution
As an industry expert on providing sales and marketing solutions to a global market, Callbox, upon its initial discussion with the Client deemed the course unique and framed a fitting solution for the aforementioned concerns. Customer Profiling The Client saw their database as obsolete as the last update was done over 3 years ago, but Callbox’s customer profiling service recreated the list as new. The Callbox team first sent out initial emails to the current list to see which contacts were still active by tracking replies and actions like website visits, clicked links and downloads. Those emails contained a one-page informational content which included CTAs like links to landing pages about specific subjects the target would be interested to see, website links, Q&A boxes and downloadable collaterals. Inactive contacts were scrubbed off to leave room for newly acquired ones. Active contacts in the old list and the newly acquired database which was provided by the Callbox team, were then called by the agent to verify all pertinent information like contact name, business name, business address, active phone numbers, email addresses, social media accounts and industry focus. Both lists were then deduplicated to ensure calling time and effort were maximized throughout the duration of the campaign. Appointment Setting The final action in the lead generation program was appointment setting. The Callbox team meticulously drafted a script for the campaign which would uncover the target’s concerns at base level. Only three key probing questions were asked of the target but were surefire to uncover the prospect’s pain points. This opened an avenue for the Client to speak with their target prospects how their products and services would benefit their business.
The Results
The combined lists from the Client and Callbox totaled to 4,894 profiled and updated records. The three-point probing approach unleashed significant answers from the prospects which were instrumental to the Client in tailor-fitting solutions for them. Out of the 4,894 records, the Callbox team generated 93 appointments and 51 warm follow ups, and before the three-month campaign ended, the Client was already preparing proposals for three large companies. The technology leader concluded that indeed, with Callbox’s Appointment Setting program, business advancement and expansion were imminent.
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IT Consulting Expert Reclaimed Prized Customer Conversations
CASE STUDY
IT Consulting Expert Reclaimed Prized Customer Conversations
The Client
Industry: Ecommerce Consulting Location: Dover, PA Headquarters: Dover, PA The Client is a seasoned technology services provider and prides itself with a 17-year experience in e-retail services and 16 years of providing non-stop technology consulting solutions. The extensive technology background of their consultants in customizing top solutions for their clients needs enables them to widely cater to different industry types and sizes.
Campaign Type:
Appointment Setting
Campaign Target Criteria
Location: USA Industry: Retail, Manufacturing Decision Makers: E- Commerce/Marketing/Advertising Director
The Challenge
As a technology consulting solutions expert, the Client provides a variety of services like catalog management, e-retail design and development, storefront software support, ROI optimization, Google utilization, order and inventory management, SEO, integration, product data feeds, product data cleansing, email marketing and the full service package from evaluation to analysis to tailor the best fitting solution. The extensive solutions they provide have brought in long-term clients and have resulted to high ROI for the business. However, recent years have seen meager production of new business deals due to some challenges that were caused by the following:
- The Client’s email marketing strategy that sends out catalogs to prospects via regular email accounts have become less effective, for reasons the Client was not certain of. The percentage of replies decreased from 8-10% to 5-7% in the last two years.
- Since the catalogs were hardly opened or read by target prospects, the Q&As it contained that were supposed to initially probe the prospect’s concerns have become less usable which slowed down the process of identifying as to whether the target needs custom-built storefront or requires a minor change. Such data is significant in customizing the best solution for the prospect.
- The preceding root causes bore a bigger problem which impacted the whole prospecting process of the business – fewer client conversations.
The Client opened themselves to options that could possibly address these issues and outsourcing to a lead generation provider came up as the top and most preferred over others like buying/renting lists and adding in-house staff to multiply the job.
The Callbox Solution
Callbox and the Client possess a similar characteristic in terms of prospecting and handling customers – everything goes through evaluation and analysis before customizing the best-fit solution. To ensure data accuracy, the Callbox team profiled the database. The contact details like email addresses, phone numbers, company name and address, SIC codes and social media accounts were updated. Email Marketing You might wonder why the Client still employed Callbox’s email marketing service when they had an in-house process. Well, that’s because they found Callbox’s email marketing tactic much advanced and competitive compared to theirs. Callbox utilized its Pipeline Lead Nurture Tool to send out the catalogs to prospects. Replies and actions were tracked in real time – website visits, clicked links like the Q&A and download of the query forms. Call to Follow Up Replies and actions tracked were set as priority for the agent to call in order to probe further on the prospect’s concerns and set appointments for them with the Client’s sales consultants. Note that the consultants already have the knowledge about the prospect’s concerns prior to the appointment as all actions and queries – made via web, phone or email – were shared with them by the Callbox team. Solid Appointments To ensure that a solid appointment is set between the prospect and the Client’s consultant, the agent sent out a follow-up email to the prospect stating acknowledgement of the recent follow-up call and confirmation of the appointment. Along with the email, a calendar event is set copying both the prospect and the consultant to avoid missed appointments.
The Results
The email marketing campaign yielded a total of 720 replies out of the 4500 sent, a 50% increase from the previous average percentage from the Client’s in-house email marketing process. Out of the 720 replies (website visit, clicked links, downloaded forms), 44 (16%) solid appointments were delivered while the remaining 676 were warm follow ups that were worth nurturing. The Client was able to close 5 deals out of the 44 leads and is looking into 3 more closes before the year ends.
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Callbox Multi-Channel Marketing Program Aced Success for Neuro Testing Company
CASE STUDY
Callbox Multi-Channel Marketing Program Aced Success for Neuro Testing Company
The Client
Industry: Medical Software Location: US Headquarters: US The Client is a group of academic clinicians and other professionals like engineers and researchers who develop advanced neurological disorders assessment tools, specifically for dementia, and have been in service for more than a decade now. Their product is a memory assessment software used by clinicians to test and analyze a dementia patient’s memory, which also provides recommendations and further medical steps to take based on results.
Campaign Type:
Hot Transfers/Appointment Setting
Campaign Target Criteria
Location: US Industry: Medical Clinics & Rehabilitation Centers Decision Makers: Neurologists (doctors, consultants, neuro nurses)
The Challenge
The Client launched its first neuro-assessment tool in 2000 and subsequently released an improved version of the tool in 2006 and in 2012. The team mainly focused on widely researching and meticulously developing neurological assessment tools, and later on took the project to a higher level by making Android versions of it on different gadgets like smartphones and tablets. The course was a success – the neuro-assessment software for dementia is accessible to clinicians anytime and anywhere, which enables them to work with accuracy through its real-time data tracking and updating features. However, the team went amiss on one thing – the marketing aspect of the project which bore the following challenges:
- The long periods of research studies and software tool development took most of their attention which somehow, unconsciously snatched ample time to plan on how the tool should be strategically introduced to their target market.
- The Client had an existing marketing staff but with skills limited to traditional marketing of going from clinic to clinic to present the product.
- Competitors emerged fast in the market and the Client was running against them and against time – there weren’t appropriate resources or tools to use to expedite product sales and marketing.
The Client had little confidence in their ability to garner enough marketing attention for the project. And there being very little time left to roll out a well-thought marketing strategy, the Client decided, for the first time, to outsource their marketing initiatives.
The Callbox Solution
A decade of perfected marketing strategies – is the pride and inspiration that drives Callbox to serve its countless global clients with tailored, world-class sales and marketing solutions based on their business needs and goals. In this campaign, the Client straightforwardly stated their need for targeted qualified leads as the pressure on keeping up or getting ahead of the race was urgent: Hot Transfers as priority leads and Face to Face or Phone Appointments as secondary options. Callbox was more than ready for the challenge. A Multi-Touch Multi-Channel Marketing program was employed which included the following activities:
- Data Validity Check via Email Copies – with the use of the Pipeline Lead Nurture Tool, target decision makers’ contact information like email addresses were validated by sending out initial email copies that contained short product information and CTAs that would compel recipients to answer by replying, clicking links to Q&As or visit the Client’s website.
- Lead Generation/Appointment Setting – validated contacts were called for two reasons: to be profiled and hot-transferred to the Client’s lead specialists for possible product demonstration. Those who did not agree to be transferred were offered an office appointment, with a phone appointment as a final option.
- Activate Web, Social and Mobile Network Access – the email copies sent to target decision makers contained links that led to: the Client’s website and a landing page that contained “ask us” box where prospects may ask questions and “contact me” box where prospects may share their contact information if they agree to be contacted by the Client.
The Results
Out of the 4,500 contacts, 3,375 (75%) were validated to have opened, clicked links or visited the Client’s website, and completely profiled: decision makers’ names, clinic addresses, active phone numbers, email addresses, social media accounts and SIC codes. The 3,375 were called which produced a total of 45 Hot Transfers and 21 phone appointments – a huge leap of 75% increase in leads from the Client’s previous average of 16 leads. The impressive number of leads and appointments was just a part of the Client’s acknowledged success on the campaign ran by Calbox, the other fraction being that the long periods spent on research and development of the neuro assessment tool did not go to waste with the quality of leads generated by the Callbox team. Furthermore, the seamless Callbox workflow of completely profiling all validated contacts for the Client’s in-house marketing team produced leads they are currently nurturing for future conversion. But for the Client, the cake-topper was the exuberance of seeing results that clearly put them ahead of the competition.
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Callbox Solves Software Company’s Marketing Conundrum
CASE STUDY
Callbox Solves Software Company’s Marketing Conundrum
The Client
Industry: Cloud-based Communications and Security Software Location: Georgia, USA Headquarters: Georgia, USA The Client is an American company offering PaaS (Platform as a Service) cloud based applications such as VoIP Services and other products including Cloud File Sharing, Cloud Email, Mobile Device Management and AV, and Secure SMS to businesses. The Client also gives them additional value by combining private and public clouds into a single, integrated environment. The company prides itself as a one-stop shop for all IT needs and specializes in secured IT platforms for companies providing next-generation services. The Client is based in the state of Georgia, but covers the continental United States, targeting the Healthcare, Hotels, Retail, Law, Daycare, and Private Sector Industries.
Campaign Type:
Appointment Setting
Campaign Target Criteria
Location: Southeast States (Florida, North Carolina, Tennessee, DC, Maryland, Kentucky, Virgina, Georgia, Louisiana, Alabama) Industry: All industries Decision Makers: C-levels, IT Director/Manager
The Challenge
Despite working with a number of third party providers for their lead generation campaigns, finding interested companies to engage with their services for the long term was a challenge. Unfortunately for IPV Solutions, their previous partners were not equipped with the best tactics and tools that would scale up the sales numbers. It did not help that most of their present customers may not have been the best people to take full advantage of their enterprise-ready solutions that encourage and enable mobile and global connectivity. That and the possibility that their previous partners didn’t exert enough effort to uncover the prospects’ needs such as business continuity and disaster recovery protection or continuous communications and go-anywhere mobile capabilities, which incidentally, IPV Solutions provide. Hoping to find the answers to these problems, the Client searched for a reliable partner who can provide them with a list of accurate contacts and quality appointments with interested prospects who have the need for cloud integration and secured IT platforms, and who would most likely keep a long-term engagement with them.
The Callbox Solution
To address the Client’s problem about the quality of appointments, the team carried out their best effort to profile and update each contact information with each call, and took the opportunity to ask decision makers probing questions to uncover not just perceived, but actual business needs. These were significant factors in generating high converting appointments. The Callbox team utilized the dependable Callbox Pipeline’s Lead Nurture Tool which efficiently automated tasks that streamlined the workflow. Lead Nurture Tool’s list cleansing feature took care of contact profiling, while custom emails were automatically sent to prospects in a scheduled manner. Part of what makes this reliable tool efficient is that, every action taken by prospects like clicking a website or submitting a form is monitored in real-time and callers respond to them immediately. As is always the case, all call activities were automatically logged in to the Callbox Pipeline, Callbox’s lead management and marketing automation platform where the Client can view, process or download reports of leads and/or appointments generated by Callbox agents. The Callbox Pipeline’s Lead Nurture Tool made sure the call list was accurate throughout the whole campaign, while the Callbox’s SMART Calling system guaranteed to reach the right prospects at the right time, when they are most available to talk. This seamless synergy turned the operation into one a hassle-free campaign.
The Results
The initial three-month program has generated a total of 29 success calls (28 phone appointments, 1 lead). While not jaw-dropping, it was a stark departure from the meager results their previous partners have provided. Currently, the team is on its first renewal. Feedback from the client have all been positive – from the professional way the team members conduct themselves to the quality of appointments that have been set. As a result, IPV Solutions has decided to move forward for two more months with the engagement.
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Demand Generation: Callbox Takes Business Loans Marketing from “Laid back” to “Look out! We’re back!”
CASE STUDY
Demand Generation: Callbox Takes Business Loans Marketing from “Laid back” to “Look out! We’re back!”
The Client
Industry: Financial Location: Sydney, Australia Headquarters: Australia
Campaign Type
Appointment Setting
Campaign Target Criteria
Location: NSW, Australia Industry: Small and Medium Retail, Services, Freight Decision Makers: Owners, Director, General Manager, Managing Director
Summary
The Client is a financial company that offers unsecured business loans to small and medium businesses in North South Wales, Australia. They grant loans to businesses for varied purposes ranging from site renovation, marketing and advertising to vendor-financing. The fast loan approval of 2-3 working days and custom packages they offer have become popular and have earned them client referrals. The Client enjoyed dominion in the financial loans business in NSW for years, carrying with them the legacy of the mother company who cradled almost all financial needs of most of the SMEs in the state before it gave up all its business rights to the Client in 2005.
The Challenge
The Client kept its good business reputation among customers which enabled them to sustain a good number of customers in their database until competitors grew and mushroomed in the market, offering similar financing options which threatened to kill much of their business. This has impacted customer acquisition and even account maintenance which urged the Client to reconsider their usual laid back marketing style of waiting for customers to ring their phones or knock at the office door. They needed a more proactive strategy that would address the following issues:
- Depleting number of customers as competitors are quick to grab them
- Limited target area due to limited staff and resources
- Unqualified targets who just want information with no genuine interest
The Callbox Solution
Callbox designed a unique Demand Generation program for the client. The process was structured in such a way that it would get the word out on the Client’s business loan offerings and create a buzz and qualified interest among its target customers by:
- Maximizing staff and available resources both of the Client’s and Callbox;
- Filtering the most qualified customers for immediate conversion; and
- Generating a list of potential customers that the Client can continue to follow-up in the succeeding months.
The Client ultimately wanted to create a master list of target prospects that they can use in any of their upcoming internal marketing campaigns. With a more aggressive marketing approach in mind, the Client knew that they needed to be armed with a qualified list of potential customers that they could tap if they wanted to beat out the competition. Maximizing Staff and Available Resources The Callbox team and the Client discussed the campaign goals and requirements in the Kick-Off Meeting which was followed by Callbox’s preparation of list of target decision makers. At the same time, the Callbox Pipeline and the Automated Nurture Scheme were set-up while the email copies, landing page and call script were designed and approved by the Client and went through tests. Product training and call simulation concluded the preliminary actions. Filtering the Most Qualified Customers With the use of the Callbox Pipeline’s Lead Nurture Tool, Initial or Introductory emails were sent out to the target list which aimed to hit two birds at the same time – validate email address and present the offer. The nurture tool is able to track real-time actions so Opened Emails, Web Visits and Social Media Connections were easily monitored by the Callbox team. Prospects who replied via the said actions were called by the agent to qualify if these prospects have genuine interest. Prospects that were called and were identified to have genuine need and interest were profiled and tagged as Lead Completed in the Pipeline for the Client to promptly handle. Generating Potential customers to Follow-up Other prospects who did reply but were gauged to have minimal interest, just wanted to know more information, or are just looking for options for future reference were still profiled by updating and verifying all contact information specially email addresses, as follow-up email copies were sent in drip manner as part of the nurture process to keep in constant contact with the prospect. The Client never lost track of any positive contacts as the Lead Nurture Tool generated and sent real-time alerts and updates via the the Client’s Callbox Pipeline account and email.
The Benefits
Creating the Master List of Qualified Prospects The campaign delivered significant returns, delivering precisely what the Client expected. Out of the 4500 list of targets emailed, 540 (12%) responded and were classified as qualified prospects with genuine interest, which is a 50% increase from their laid back strategy. These were prospects who either replied via email, connected through social media, or visited the website and submitted a query form that specifically stated their purpose for wanting to avail a loan. This database of positive respondents, located across a much wider geographical area and profiled by Callbox with a list score of 78%, represented the initial group of people they can actively market their loans to. The Client could now proceed with their promotional efforts with confidence, knowing that they will be talking to people who have expressed varying levels of interest in their product. Callbox’s Demand Generation campaign proved to be the much needed jump start to the Client’s sputtering business – it increased awareness and interest among target contacts, broadened the target area, and generated a well-profiled, phone-verified and updated contact list of prospects, enabling them to work their way back into great sales numbers. The Client recently signed up for another Demand Generation campaign with Callbox.
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Bridging the Offshoring Gap: Genuine Interest and the Need for Education
CASE STUDY
Bridging the Offshoring Gap: Genuine Interest and the Need for Education
The Client
Industry: Financial Consulting Location: Hong Kong Headquarters: Hong Kong
Campaign Type
Appointment Setting
Campaign Target Criteria
Location: Hong Kong, Singapore Industry: Corporate services, Trust Companies, Private Bank and Wealth Management Decision Makers: C-Levels, Business Development Managers, Directors, Marketing Directors, General Managers
Summary
The Client is a leading media company in Hong Kong, providing news and finance information services to financial intermediaries and high net worth individuals. The services they provide include educating Chinese financial intermediaries on the effective use of tax planning and asset management through series of summit. They work on a platform that was built from different media channels like online media, periodicals and guides to deliver the latest information and relevant topics to finance professionals.
The Challenge
Basically, the Client’s job is to bridge a connection between Chinese financial consultants and companies planning to bring their businesses offshore via financial conferences. These businesses could either be companies from neighboring countries in Asia like Singapore that would want to be educated on how to bring investments to Hong Kong, or Hong Kong-based companies that would like to expand their businesses to other regions. The Client prides itself in being recognized as the leading media company in Hong Kong that is able to get every financial summit they launch jampacked with attendees. The leads generated from such impressive attendance numbers, however, are a different story. Since its inception in 2010, the Client’s events have had subpar lead turnout at only 10-20% warm follow-ups and those interested to discuss further out of the total number of attendees. Others were just curious to hear what the meeting was all about and didn’t really have the need for offshoring. At that point, the Client realized that they needed a more targeted audience who have the need for education on offshoring and equally interested to engage further with their services. There was added pressure to expedite the project since a series of summits were already on the approving stage and were ready to take off anytime once scheduled were finalized.. The challenge was, the Client didn’t have the proper tools and processes to use to address their need – to profile their target attendees and gauge the need to be educated, and uncover the genuine interest for offshoring opportunities.
The Solution
Callbox designed a multi-channel marketing campaign with the help of the Callbox Pipeline Lead Nurture Tool that fully addressed the Client’s needs. The following activities were simultaneously ran throughout the campaign duration – exerted with best effort by both Callbox and the Client. Customer Profiling Callbox’s filtered database together with the Client’s existing one were profiled by the team. Aside from updating the contact details like name, business address, phone numbers and emails, the lists were well-managed by scrubbing off DNs and revalidating bounced emails off from both lists. Appointment Setting The appointment setting campaign was rigidly rolled out as it was the main component of the whole multi-channel marketing campaign. A number of probing questions were included in the call script and required to be fully answered by prospects in order for the agent to be able to uncover important information that will qualify the call as a lead. The said questions were to gauge the prospect of the following:
- If the business has plans of expanding to other regions
- If the company is interested in investing in or acquiring another line of business
- If the organization has in depth knowledge of the business rules and processes of the region which they target to set up the business in
Also, to enhance customer experience, the agent walked the prospects through the Client’s website to assist them with any concern like queries about the services, browsing through the summit schedules or signing up for the upcoming events. Reporting Both the Callbox team and the Client regularly convened to discuss the successes and challenges encountered in the campaign. This was the venue where specific action plans were laid down to be understood by everyone in the team and carefully structured to address challenges and even avoid repetition of the course. Aside from the regular meetings, Callbox utilized the integrated features of the Callbox Pipeline, particularly its Lead Nurture Tool to send real time updates to the Client such as appointment schedules and confirmation emails.
The Benefits
The multi-channel marketing campaign concluded with stellar results.The Callbox team delivered 19 confirmed appointments which scored 30% turnout from the total number of attendees. These were prospects who were profiled and identified to have both the interest on offshoring and the need to be educated . In addition to the the appointments, 38 warm follow-ups were prospects for confirmation of attendance whether they or their representatives will attend and there were 48 who requested for more information – these were prospects who, with thorough probing, were identified to have the need for education and interested in offshoring opportunities but decisions were held pending due to some matters for further discussion. The leading media company was perfectly happy with the campaign turnout. With Callbox’s multi-channel marketing campaign, the Client’s list of customers were properly profiled and filtered according to need and interest in the Client’s services. The summit that included the 19 confirmed attendees produced a number of leads that were converted into current customers and are successful investors in their chosen region.
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Callbox: Perfect Candidate for Japan’s Chief Recruiter
CASE STUDY
Callbox: Perfect Candidate for Japan’s Chief Recruiter
The Client
Industry: Recruitment/Staffing Product/Service: Recruitment Location: Tokyo, Japan Headquarters: Tokyo, ,Japan
Campaign Type
Appointment Setting (Office Appointment)
Campaign Target Criteria
Campaign 1: Location: Houston, New York, Singapore, Hong Kong, Australia and UK Industries: All industries except recruitment and employment agencies and job boards companies Decision makers: HR Manager, HR Director, CEOs, Recruitment Managers Business Size: 10 to 100 Employees Campaign 2: Location: Singapore Industries: All industries except recruitment and employment agencies and job boards companies Decision makers: HR Manager, HR Director, CEOs, Recruitment Managers Business Size: 10 to 200 Employees
Summary
The Client is Japan’s largest recruiting and information Service Company. They are focused on supporting a diverse range of work style though offering a wide variety of services including job advertisements, permanent placement services, temporary staffing services, outsourcing services, pre organization-related services, and development-related services in an effort to help realize a world in which people can freely choose their own unique work style. The Client also provides a broad range of services for companies, from employee recruitment to development and assignment. Through their diverse services, they are committed to offering the best HR solutions for business operations.
The Challenge
The Client was planning to launch a new product in Singapore and they didn’t have a marketing team to help them engage with customers. Hoping to reach out to prospects and meeting their deadline, the Client decided to outsource to a company that specializes in reaching new markets and has all the marketing tools including database, email support and social media to manage a campaign and help generate potential clients for them.
The Solution
1st Campaign: Before the campaign commenced, the Client highlighted how crucial it is for them to reach their target prospects for the launch of their product. Prior to signing up with Callbox, the Client had planned a marketing strategy of their own, which was focused on different target locations per week. They decided to apply this strategy to their first Callbox campaign. Contacts were profiled properly and were sent out an email. To get more interested prospects, the team needed a sustained and focused effort. However, despite much effort exerted by the team, the Client’s marketing strategy gave them less time to nurture their warm prospects, which resulted to failure in meeting the Client’s campaign expectations. 
The Client assessed the results and the team provided their feedback on the campaign as well. After evaluating the campaign, the Client and the Callbox team came to the following conclusions.
- Jumping from one target area to another from week to week gave them less time to reach out to the right people. The availability of prospects had to be put into consideration as well.
- Having limited time to run the campaign affected the conversion rate. Many prospects considered looking into the product, however, most of them didn’t want to commit yet.
- Right timing is the key. Running a 3-week campaign on a lean month, when most of the prospects were on vacation, contributed to a lower-than-expected turnout..
2nd Campaign: Having learned much from the initial campaign and armed with insights on how they can make improvements, the Callbox team, together with the Client, made some changes to help improve the campaign’s performance. In order to address the Client’s challenge of reaching out to prospects before the official launch of their product, the team implemented the following:
- Callbox’s multi-channel approach, whereby the team sent out emails to warm prospects prior to the start of the campaign which helped generates positive replies and was converted to appointments. At the same time, the team tried different approaches to touch base and follow up with them while running the campaign.
- The Client ran a 2-week campaign, this time with 4 agents focusing on one location. The team conducted regular status meetings with the Client to provide updates and keep track of their course of action.
With the help of the Callbox Pipeline Lead Nurture Tool, the team was able to create a scheme and set a timeline that helped achieve the desired results within the time frame specified by the Client. Callbox’s multi-channel approach played an important role which resulted to higher number of appointments at the end of 2nd term: 
Before the end of the campaign, the client commended the team for their effort, “99% no cancellation of appointments. Only 1% of the appointment was cancelled because of double booking.”
The Benefits
With Callbox’s experience and the team’s expertise in troubleshooting different types of campaigns, together with the Client, they managed to create a customized program to meet the Client’s target and expectations. Running a multi-channel marketing campaign with the aid of the Callbox’s Pipeline Lead Nurture Tool, the team managed to deliver a higher number of qualified appointments than they would have without it. As a result, the Client decided not to accept more office appointments and advised the team to convert them to leads instead as they no longer have enough people to handle all appointments delivered. Currently, the Client is nurturing 178 leads, 37 of which are interested with the product and agreed to meet with the Client’s sales team, 75 warm leads who are interested to know more about the product and 66 leads which can be followed up through email. These impressive results prompted the Client to signify his intention to sign up for a long term contract by the 3rd quarter of this year.
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Callbox’s Three-Step Tactic To Success for Marketing Consulting Specialist
CASE STUDY
Callbox’s Three-Step Tactic To Success for Marketing Consulting Specialist
The Client
Industry: Marketing Consulting Location: Singapore Headquarters: Malaysia
Campaign Type
Event Marketing
Campaign Target Criteria
Location: Singapore & Malaysia Industries: All industry types and sizes Decision Makers: IT Managers / IT Admin / Helpdesk Managers / Infrastructure Managers
Summary
The Client is a Marketing Consulting Agency which was founded in Kuala Lumpur, Malaysia in 2002. The company is an event specialist mainly for IT and Software industries providing Signature Campaigns, Event Management, Retail Services, Partner Programmes and Content Development in Singapore, Malaysia and Indonesia, and had ran several successful events for IT giants like Intel and Microsoft. As the Client’s reputation grew in 2007, more industry giants like Bosch, Castrol, DiGi and Disney Channel entrusted them to handle major events which brought them more acclaim in the region.
The Challenge
The Client’s successes in the past did not leave them overconfident and content with their achievements but rather drove them to set their sights higher with plans for expansion of their services in the Southeast Asia by providing service to multinational IT and software companies. This objective was crystal clear but the tools and processes to run the project remained a gray area. This led the Client to look for a third party provider who possesses the expertise that would help them realize their plans. They considered partnering with a telemarketing company – specifically someone who has rich experience in events marketing campaigns and can provide a large and well profiled database for them. Callbox was among three providers that were shortlisted by the Client but stood out to be their best choice in the end. Find out the reason why.
The Solution
The Client planned out a trade event for a giant IT firm. The objective was to gather as many attendees as possible and get interested prospects who would be good targets to follow up for succeeding events. Callbox, known for its thought technology as a top lead generation provider, designed a multi-channel marketing campaign for the Client and employed the use of the Callbox Pipeline Lead Nurture Tool, a marketing automation tool that streamlines actions and communication between the Client and the targets, creating a seamless workflow for the Callbox team throughout the duration of the campaign. The presentation of the whole idea of how the project will be ran was the very reason why the Client blithely chose Callbox over the other two lead generation providers. The process was easy as counting 1-2-3:
- Event invitation emails were sent to prospects before the calling commenced. This was coursed through the Callbox Pipeline Lead Nurture tool which served a double purpose – to formally invite prospects and at the same time to validate the information details of the contacts in the list. The validation process filtered invalid contacts like DNC and Bounced emails by moving these entries from the target list to a repository list. Once updated, these were uploaded back to the target list to be blasted with email invites.
- A one call resolution tactic was applied in making follow-up calls to prospects who took actions like opened email, replied or clicked a link on the page upon receipt of the invites. The agent’s follow-up call was not simply to share more about the event details or answer the prospect’s queries but as much as possible, aimed to seize the lead by walking them through the whole registration process. Once done, the agent immediately sent out a calendar invite that contained complete event details like title, date and time, venue and confirmation codes as a steady reminder for the prospect.
- The third and last step was calling all the registrants a day or two before the event date to confirm their attendance. During the confirmation call, the agent had to make sure that the registrant had accepted or accepts the calendar invite and confirms his or his representative’s attendance to the event.
The Benefits
The campaign officially registered 129 confirmed attendees for the giant IT company. But for this Marketing Consulting specialist, the successfully concluded campaign was just a start of even bigger things, for them the best thing was nurturing 150 warm follow-ups who are all possible attendees to upcoming events, and a rich database containing well-profiled and accurate contacts. The event campaign saved the Client much time and money as they not only gathered a good number of attendees for the IT giant’s event but at the same time, currently reserves another batch of warm prospects for the next event that wouldn’t necessarily require much time and effort to follow-up. In fact, as of press time, Callbox is set to launch another event campaign for the Client.
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Callbox Multi-Channel Marketing Program and Marketing Automation Platform: Partnering for 33% Sales Increase in Sydney IP Services
CASE STUDY
Callbox Multi-Channel Marketing Program and Marketing Automation Platform: Partnering for 33% Sales Increase in Sydney IP Services
The Client
Industry: Internet Protocol Services Location: Australia Headquarters: Australia
Campaign Type:
Appointment Setting
Campaign Target Criteria
Location: NSW, Australia Industries: Small to Medium Industries 10-500 employees 2 million annual revenue Decision Makers: Office Manager, Gen. Manager, Managing Director Alternative Contacts: ICT Manager/Director, IT Manager, Communications Manager
Summary
Established in 1998, the Client is an Australian-owned cloud, data centre and connectivity provider. Specializing in enterprise cloud, robust data centres, managed connectivity solutions and multi-provider internet services, the Client’s network extends throughout Australia with its own points of presence in five states.
The Challenge
In 1999, the Client partnered with Optus to wholesale Internet Protocol (IP) Services to middle-tier ISPs and voice service providers in Queensland, and extended its market to Sydney in 2006. The Sydney operation did quite well in the first five years, maintaining a good number of customers. However, the following years saw the Sydney operation fall into a predicament. Annual ROIs barely moved up as in-house sales and marketing schemes became ineffective in acquiring new customers. The Client knew that in order to increase their clientele list, more advanced sales and marketing methods and tools were needed. But such requirement further led them to another challenge: they were not equipped with the best tactics and tools that would scale up the sales numbers. After some foresightful study, the Client took a backseat from the situation and decided to outsource their sales and marketing efforts with Callbox.
The Solution
Callbox and the Client were a match made in heaven. The first project was a single seat, 3-month appointment setting campaign that ran in a very modest, but effective way. The database, containing specific zip codes from the Sydney area, was kept accurate by both Callbox and the Client by regularly washing and profiling the contacts. The process saved much quality time to reach more decision makers with each call. Along with the managed database, the Client worked closely with the agent by providing insights on how to carry out substantial pitches about the product’s benefits through promotions and great deals, while allowing the agent to keep her fundamental appointment setting skills, resulting to quality leads. Moreover, the Callbox Pipeline marketing automation features like lead management, campaign monitoring and lead nurturing brought so much confidence to the Client. This dependable platform served as the sole reference for them to monitor prospecting calls, follow-up emails, and booked appointments, thereby, for most of the time, not requiring any further verbal discussion on campaign status and plans of action at all. As per the client, “it’s a neat diary“.
The Benefits
Through the Callbox multi-channel marketing program and the Callbox Pipeline, the team booked 24 appointments in the first two months of the the three-month campaign period – good news not only to the company’s directors but most especially to giant partner Optus. The said number of appointments represented a significant 62% surge from their average leads percentage in the last three years. But the best was yet to come… On the 3rd month, things got off to a flying start as sale after sale came in. September 4, 2014
“Hi Team, FYI, we are about to get our first large deal signed off. Thank you and your team for the fantastic result. Keep them coming!”
September 17, 2014
“Hi Team, I hope all is well. Some more good news, I have converted another lead this week. Please pass on my thanks to the team & keep up the good work!”
January 21, 2015
“Team, What a great way to start the New Year! Thank you very much.”
Callbox’s multi-channel marketing program and the Callbox Pipeline were just exactly the perfect pairing of strategy and tool that the Client needed to achieve 33% sales increase in 6 months time. After two campaign periods that closed 3 large multinational deals, its web design sister company, signed up for a lead generation campaign with Callbox. As per the Client, the achievement seeded their trust and confidence in Callbox, urging them to refer a friend company to sign up for an appointment setting campaign in 2015. Interestingly, the referred peer is also an Optus partner like them, who said that the Client wished them to experience the same success they had with Callbox.
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Global Media Runs On Accurate Market Data
CASE STUDY
Global Media Runs On Accurate Market Data
The Client
Industry: Global Media Company Location: Singapore Headquarters: US
Target Criteria
Location: Singapore, Philippines, Malaysia, India Industries: All Industries Size: Medium to large
Campaign
1st & 2nd Campaigns – Data Profiling 3rd Campaign – Survey, White Paper Campaign Objectives To profile the data and conduct a survey among the Client’s existing customers.
Summary
This global media company has proven its strength and flexibility in providing more than 30,000 marketing programs from the Fortune 50 to emerging start-ups for 17 long years now. Their core services include targeted content, active audiences and innovative capabilities that run via a platform, to assist their clients in engaging with revenue-driven technology marketing programs. First Campaign – Data Profiling (2013) The Client provided Callbox a list of their existing customers to be updated and profiled. The data profiling campaign wasn’t ran generically as merely updating wrong information, but rather implemented based on the Client’s specific process that required further research and data recording to complete the action. Client’s Process:
- To call all the contacts in the list
- Verify all the details: name of pic, company name, job title, email address and direct line
- In case of “no answer”, the caller will have to look up the phone number for the company’s main switchboard, and attempt to verify the contact’s details; while for contacts who have left the company, the caller must use publicly available sources like Google and LinkedIn
- All information gathered shall be saved and sent to Client every 2 days
Note: The caller must not find/replace a contact and email address other than what’s in the list. First Campaign Result 
Second Campaign – Data Profiling (2014) The second campaign worked on profiling more databases but delved more into the sources from which and how the information was verified which required accuracy in call disposals.The Leads were classified as:
- Profiled by phone
- Profiled by online sources
- Employment validated
- Employment invalidated
- Unreachable/No updates
Aside from updating and cleansing the list, a step-by-step Question-&-Answer form was to be filled out by the caller in a spreadsheet that will detail how the data verification was done for each call. Below are just 5 of the 11 questions and possible answers:
- Did the phone number we provided work? Yes/No (Yes=the phone rang; No=the phone number was invalid or has been disconnected)
- If yes, Did someone answer the phone? Yes, the lead him/herself; Yes, someone other than the lead; No, nobody answered the phone)
- If yes: Were you able to speak to the lead? Yes/No
- If yes: Did the lead confirm the job profile and contact information we have on file for them? Yes/No
- Did the lead give you updated information that is reflected in the spreadsheet? Yes/No
Second Campaign Result 
Third Campaign – Survey, White Paper (2015) In the third campaign period, both types were divided into four technology segments. Each had a corresponding question:
- Big Data Question: Does the business plan to purchase or upgrade big data technologies in the next 12 months?
- Cloud Infrastructure Question: How does the business deploy server resources in the next 12 months?
- Desktop Virtualization Question: Does the business plan to upgrade or invest in desktop virtualization solutions within the next 12 months?
- Disaster Recovery/Business Continuity Question: Will the business be implementing or undertaking a DR related project in the next 12 months?
Answers to the survey were uploaded via links provided by the Client. Third Campaign Result 
The results of all the three concluded campaigns were precedent to the upcoming campaign which the Client will be launching early 2016, with the same Callbox team. Callbox is customer satisfaction-driven. We translate your business thoughts into ideal opportunities, project plan schemes into materialized tasks, and goals into achieved targets.
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Callbox Takes on Challenge and Scores a VIQtory
CASE STUDY
Callbox Takes on Challenge and Scores a VIQtory
The Client
Industry: Precision Transcription & Stenography Location: Australia Headquarters: Australia
Target Criteria
Location: Australia-wide Industries: All tribunals in Australia, All local Councils in Australia, Private Arbitrators that are typically going to be part of the government, Insurance, Financials Employee Size: 100 to 500 employees Decision Makers: Head of IT, Investigations Team, Head of Arbitrations & Dictations
Campaign Type
Lead Generation
Summary
The Client is a leader in Precision Transcription & Stenography services in Australia. For more than 50 years now, the business holds the reputation in quality that has been built on strict, on-time delivery, and accurate professional transcription for events, meetings, interviews, arbitrations and courts throughout the country.
Product & Service Offered
For the leadoff campaign, the focus was to set appointments with specific decision makers for specific industries. In those meetings, Client introduced and discussed the feature and benefits of VIQ Solutions – the world’s leading expert in digital audio, video and evidence capture and management solutions. VIQ Solutions provides digital recording applications that allow multiple channels of audio and video recordings to be recorded simultaneously with annotations and other information attached to it.
The Challenge
The project plan to partner with a lead generation company was brought about by the Client’s challenge to be able to get through arduous targets like Legal, Medical & Investigation. These are industries that require detailed transcription/dictation tasks as they deal with sensitive and delicate matters.
The Callbox Solution
The Client signed Callbox for a campaign of 10 phone appointments qualified against its “ideal customer” standards:
- A full-package, multi-channel marketing program was provided by the Callbox team.:
An agent who called for the campaign for 8 hours everyday. Despite the agent starting out with with limited knowledge on transcription services, through the Callbox leader’s orientation and training, as well as the agent’s interest to learn the mechanics and myriad of applications of such a service , the agent achieved the Client’s desired level of proficiency in speaking with prospects about VIQ Solutions. A well-filtered database. Filtering a database for the Client’s required target industries was quite a challenge for the Callbox team, as the number of these type of organizations in a country or region is quite below standards, as compared with consumer-centric businesses. But the team still managed to work well with the approved database. Client-approved calling script. The calling script served as a guide for the caller to keep himself aligned and knowledgeably-sounding in offering the product & services’ value proposition, and setting solid appointments with target decision makers. LinkedIn Account The Callbox team built and managed the LinkedIn account, which was approved and kept monitored by the Client at which conversation threads with connections were viewed. Emails Email templates were drafted by Callbox and were approved by the Client. The templates varied in approach depending on the call disposal set by the agent on each call. Campaign Status Reports The weekly reports sent to the Client discussed about statistics and feedback about the campaign. Challenges encountered by the caller in his calls were noted, and corresponding action plans were suggested and implemented for each. Calendar Invite A calendar invite was utilized to confirm set appointments with interested prospects. And if by chance, that a prospect declined the calendar invite, the Callbox team worked out a follow up call for a reschedule, and made sure that no appointment/lead is lost.
The Results
- Callbox was able to open the doors for more opportunities for the Client to reach quite elusive targets in the tribunals and local councils in Australia by adding 9 solid leads to their existing client list.
- Client signed for another contract, which was for another company under his management and which offered enterprise audio and text management products and systems.
- Client is currently nurturing all the leads and maintained communications with Callbox for possible campaigns early this year.
Callbox opened more doors of opportunities for the Client by complementing its business objectives with a multi-channel marketing scheme. 