Professional Training Agency Grows Customer Base with Callbox
CASE STUDY
Professional Training Agency Grows Customer Base with Callbox
The Client
The Client is an Australian Registered Training Organisation and member of the Group Training Australia Network. It allows local businesses to enjoy a hassle free and cost-effective way to employ apprentices through its Group Training system. The Client operates from three offices in Australia, serving customers in Mildura, Robinvale, Ouyen, Wentworth, Swan Hill and surrounding districts, South Australia’s Riverland, and Metropolitan Adelaide.
The Challenges
The Client wanted to improve its lead generation campaign to get more registrants for its group training courses. Before Callbox, it relied on its in-house salespeople for leads. However, due to their limited time and training in lead generation, this resulted in a three-fold challenge:
- The Client’s in-house staff had difficulty allocating their limited time between finding leads, meeting appointments, and conducting trainings.
- Without sufficient experience in cold calling, the client’s sales team had difficulty getting past gatekeepers.
- Lead quality was poor. Prospects were “just being nice” and would agree to appointments but were not really interested and would not show up.
Realising the need to generate more sales-ready leads, and that their in-house staff did not have the time and the right set of skills, the Client sought help from lead generation experts at Callbox.
The Callbox Solution
The Client’s initial objectives were:
- To cold call prospects and inform them about the Australian government’s program to give incentives to companies that take on young apprentices
- To generate qualified sales leads for its in-house sales staff to close
- To set appointments with enough decision makers to keep its sales team focused on more productive tasks
Callbox started cold calling on August 25, 2010 to introduce the Client’s services to construction and engineering companies in Central Adelaide, who take on apprentices in carpentry, plumbing, bricklaying, and painting. At first, Callbox encountered the same problem the Client had with hard-to-reach decision makers. To solve this, Callbox experimented with the dialing schedule by calling prospects at different times of the day, recreating its marketing approach as necessary to successfully capture the right targets. Getting interested prospects was a real challenge in this campaign since many companies preferred to train their own employees instead of paying another company to do it. To compensate, Callbox increased its daily call volume to reach even more decision makers. Positive contacts were turned over to quality assurance analysts who asked additional questions to confirm that prospects were qualified and interested. The Client’s sales team itself was professional in dealing with appointments, which contributed much to the smooth flow of the campaign. The Client derived much value from Callbox’s integrated marketing tool – the PipelineCRM, which enabled it to keep an eye on pipeline activity, track lead progress, and monitor lead traffic – all in one user-friendly platform. The campaign ended successfully on November 25, 2010.
The Results
Since using Callbox, the Client has experienced tremendous growth in lead traffic and new customers.
- 5359 contacts out of 7249 calls (73% contact rate)
- 52 appointments captured
- 1042 positive contacts (Appointment Set, Lead Completed, For Follow Up)
- 2 sign-ups by the third week of the campaign
The biggest success the Client has seen with this campaign has been the growth in lead volume. Within three months (67 calling days), Callbox has captured a total of 52 highly-qualified appointments. In addition, Callbox was able to organise a database of the Client’s market and prospects who requested additional information, feeding the company’s in-house sales team with leads for many months, and generating more leverage for future marketing campaigns. Pleased with these results, the Client is set to re-contract for another project in March 2012. 
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Callbox Locks Up the Leads for Giant Insurance Broker
CASE STUDY
Callbox Locks Up the Leads for Giant Insurance Broker
The Client
The Client, based in Singapore, is the largest privately-managed insurance broker in the world with offices in Hong Kong, Beijing, Malaysia, the Philippines, Thailand, and South Korea.
The Challenge
The Client has an in-house team in Hong Kong which supports its marketing activities in Asia, seeking decision makers of S$20M companies. In order to increase the volume and value of sales, the Client needed to build an intelligent prospecting campaign focused on sales-ready prospects. Since it lacked commercially available data to support this activity, the Client partnered with Callbox to segment its market and create a database of targeted prospects. However, after speaking with a Callbox sales rep, the Client was impressed with the company’s telemarketing capability so it signed up for a three-month Appointment Setting and Database Profiling campaigns. The objective of this campaign was two-fold:
- To build a well profiled database of the Client’s prospects in Singapore.
- To market the Client’s Corporate Risk and Employee Benefit insurance programs.
The Callbox Solution
Callbox set up a telemarketing team for a two-phase campaign: Database Profiling and Appointment Setting. The Client personally selected and trained the agents assigned to the calling campaign and the target decision makers were identified: HR and Finance Managers. Callbox telephoned contacts in the Client’s database to identify companies in Singapore whose indemnity insurance was up for renewal. Callbox then embarked on an outbound telemarketing campaign to arrange office meetings between qualified prospects and the Client’s outside sales reps. Appointments were qualified based on the Client’s criteria:
- For Employee Benefit Insurance: prospects must have between 20 and 50 full-time employees.
- For Corporate Risk Insurance: prospect companies must have a minimum annual revenue of S$20 million.
As the campaign progressed, the Client narrowed down the lead qualification criteria in order to capture larger prospects with near-term requirements. The target size for Corporate Benefit was changed from 50 to 100 full-time employees and for Corporate Risk Insurance, from S$20 million to S$50 million companies. The Client also required that proximity of renewal dates should not be longer than three months from the time of call. Prospects whose renewal dates were longer than three months were profiled and entered into the Client’s database for tracking and future follow-ups. One challenge encountered during this campaign was frequent cancellation of meetings because the Client did not have enough sales reps to accommodate the growing number of new appointments. To remedy the situation, Callbox prepared weekly schedules of appointments for the Client to review and approve. The Client worked closely with Callbox to provide feedback and updates.
The Results
One month into the campaign, Callbox delivered a total of 19 qualified leads and 897 profiled records with one Callbox agent achieving a contact rate of 30%. Surprised with so many leads after just one month, the Client decided to hire two more agents but to restrict the lead qualification even further, going after only the most promising prospects. This generated a total of 26 highly qualified leads and 1,698 profiled records. Pleased with these results, the Client renewed its contract and expanded its campaign to five seats for six months. By the end of the third month, Callbox was able to profile 12,749 records and deliver 186 highly qualified sales leads. The campaign is currently in progress and the Client plans to use Callbox’s services for other long-term projects.
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Callbox Revs Up Tax Consulting Firm’s Sales Efforts
CASE STUDY
Callbox Revs Up Tax Consulting Firm’s Sales Efforts
The Client
The Client is an independent property tax consulting firm specializing exclusively in providing taxpayers of commercial, industrial, multi-residential, and special purpose properties with full-range property assessment and tax management services. They have a national reach with 19 offices that handle large sales territories across the United States including New York, California, Illinois, Pennsylvania, Massachusetts and Texas.
The Challenge
The Client needed a way to help all their Managing Consultants who head each regional office across the country in bulking up their sales pipeline.
The Callbox Solution
The Client approached Callbox to conduct an aggressive telemarketing campaign that would fill their calendars with qualified appointments on a daily basis. Starting with a test campaign for one location in November of 2005, Callbox now conducts the appointment setting campaign for 14 of the Client’s 19 locations including its head office in Arizona. To meet the Client’s requirements, Callbox decided to assign a personal appointment setter to the Main Specialist for each location. Appointments are set based on a detailed script and strict qualifying criteria provided by the Client including:
- Introduction of the Client to the decision maker
- Explanation of the coverage of the appointment being set on behalf of the consultant or specialist
- Initial qualification of the prospect based on the amount currently paid in personal taxes
- Delivery of proper rebuttals when necessary
Callbox appointment setters then e-mail the prospect companies copies of the Client’s marketing collateral and Statement of Qualifications. Appointments are then delivered via PipelineCRM, an online CRM tool developed by Callbox especially for clients with distributed offices and disparate territories. This enables consultants and specialists to access their up-to-date sales pipeline anytime, anywhere, maximizing their time to develop new business. Sales people can follow-up the appointments even when the Specialists are not available, making sure no leads fall through the cracks.
The Results
Callbox experienced appointment setters coupled with the Callbox online appointment setting tool allowed the Client to concentrate on their core business-delivering exceptional property tax consulting services rather than cold-calling and managing each sales person. The Client now enjoys:
- Over 100 highly qualified appointments every month
- Higher conversion rate as a result of improved lead quality
- Coherent single-source feedback on the current pulse of the market in various territories.
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Speeding Up Lead Flow for Leading Payment Processor
CASE STUDY
Speeding Up Lead Flow for Leading Payment Processor
The Client
The Client comprises of regional directors and division managers of one of the leading independent payment processors in the United States, handling credit and debit card transactions as well as payroll services for over 100,000 restaurants, hotels and other retail merchants. They employ over 400 staff, and over 800 sales representatives. Their company, headquartered in the east coast, has numerous regional offices that handle large sales territories such as Ohio, California, Texas, Arizona, Indiana.
The Challenge
The Client needed a reliable marketing strategy to keep its services clearly faster and more accessible than that of the increasing number of competitors in the highly-competitive mercantile arena. Specifically, the Client aimed to help their operational level Relationship Managers manage their sales pipeline to encourage increased business development. The Client wanted to:
- grow their vested organization substantially with heavy emphasis on quality people and low sales professional turnover
- leverage their 800 strong nationwide sales force coverage
The Callbox Solution The Client realized they could meet both objectives with the Callbox Appointment and Lead Generation program. Callbox assigned a personal inside sales agent to each Salesperson in the campaign, and provided each Salesperson their own online appointment book. This sales force then had their schedules saturated with pre-qualified appointments. Without the need to cold call, the sales force was free to concentrate on closing. The result was a substantial increase in sales leads without increasing the sales force. The experienced sales force was delighted to have fresh leads delivered throughout each day, enjoyed more commission, and were thrilled to be free of cold-calling. This resulted in markedly lower sales force turnover for the Client. The Callbox inside sales agents were tasked to carry out the following:
- raise contacts on the phone
- educate contacts about the products and services
- gauge interest in the services by asking qualifying questions, making notes on all targets, instantly viewable by the assigned Salesperson and the regional supervisor
- set appointments for the sales force
- provide real-time reporting via the Callbox PipelineCRM
The Results
As a result of using Callbox experienced inside sales agents, and the Callbox online real-time appointment calendaring to schedule individually all the agents in the campaign, the Client was free from micro-managing the sales force and could concentrate on the larger implications of the numbers coming in. The Client now enjoys:
- substantial volume increase in sales activity and closings for sales agents under the program
- improved lead quality dictated by strict Callbox qualification standards
- significant reduction in costs associated with generating new business
- additional coherent feedback from one source about the current pulse of the market in various territories
A side-effect of allowing Callbox to take care of the entire lead generation part of the business, as well as the management of the sales force, the Client has become capable of delivering tailored solutions to additional demanding markets such as retail and community banks, making it one of the largest payment processors to date with $32.9 billion in annual processing volume from current merchants.
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Callbox and Client Together Clean House
CASE STUDY
Callbox and Client Together Clean House
The Client
The Client is a renowned expert in commercial cleaning with an industry-wide reputation for its unbeatable service record. It has nearly 40,000 customers worldwide, providing services with state-of-the-art equipment and the most efficient chemicals available. The Client applies superior cleaning techniques with one goal in mind: to revolutionize the commercial cleaning industry. Its extraordinary growth is attributed to its system-wide network of over 90 Support Centers in the United States, Australia, Asia, Canada and South America, with plans for further expansion. The Client specializes in hard floor care, carpet cleaning, window cleaning, pressure washing, and restroom sanitation and was ranked by Inc. Magazine in its prestigious Inc. 500 issue as one of the 500 fastest growing privately held companies in the United States. The Client continuously strives to develop new and innovative cleaning solutions to enhance the work environments of its customers.
The Challenge
Due to its huge client base, the Client knew the time was right to further expand its territory. The Client wanted to continuously search for other businesses to which it could offer its services in line with its plans for further expansion. The Client needed a partner to increase its flexibility to cover a larger area. The three requirements were:
- the prospect property be at least 1,500 square feet;
- it needed cleaning service at least once a week; and
- that hotels, restaurants and government offices be excluded.
The Client’s marketing arm needed to focus on closing deals, instead of spending a considerable amount of time researching industries and facilities that needed their services.
The Callbox Solution
For the Client’s needs, Callbox chose the most appropriate marketing tool — Appointment Setting. An Appointment Setting Campaign was launched in June 2006. Two full-time callers targeted commercial and industrial offices found in San Francisco and Los Angeles, with the exception of hotels, restaurants and government offices. Since each appointment setting campaign is unique, Callbox assigns telemarketers that are best suited for individual programs. After discussing the strategic process with the Client, qualified meetings with specifically targeted and properly identified decision-makers were set up. Some of the information Callbox agents were tasked to collect and confirm are the following:
- Company and property sizes
- Number of employees
- Frequency of cleaning needed
- Estimated number of people who visit the office everyday
- Satisfaction with current cleaning services company
Setting and confirmation of qualified appointments immediately followed after agents successfully generated interest in the Client’s cleaning services. A more thorough presentation of the Client’s full range of services, their customized service proposal, and details of the cleaning schedule and specific areas to be serviced were left to the Client’s marketing arm.
The Results
Due to Callbox representatives’ excellent communication skills and persistence in the conduct of the appointment setting campaign, the Client expressed satisfaction with Callbox’s services and since then has a steady flow of qualified appointments for its sales team. As of July 2007, Client has renewed its contract ten consecutive times.
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Callbox Cleans Up Expansion Clutter
CASE STUDY
Callbox Cleans Up Expansion Clutter
The Client
The Client is an established and a privately-owned Australian cleaning company based in Sydney which provides one-stop property services to more than 140 clients in 170 sites nationwide. Established in 1993, the Client has been providing a vast array of commercial cleaning solutions and other property services for various institutions such as schools, offices, large sites, hotels, motels, and data centres. With over 15 years of experience in the commercial cleaning industry, it progressively aims to enhance growth and cater to a larger number of customers country-wide. Its main objective is to provide a painless experience for its customers by providing self-audited and performance-managed service teams and going the extra mile to give their clients excellent commercial cleaning and property services.
The Challenge
- Disparate market expansion strategies
- Inadequate inside support
- Unqualified prospects
Prior to working with Callbox, the Client had its own inside sales team that generated leads and closed sales for the company. Despite efforts to broaden its client base, the marketing team struggled to produce additional leads and obtain more appointments in order to carry on its plan of expansion. Upon taking a closer look at their inside sales activity, it became apparent that the primary strength of the sales staff was in making sales, not in prospecting. As a result, the Client found itself unable to identify qualified prospects and increase sales. The Client desired more customers that require at least three times a week of cleaning services. To achieve this goal, the Client determined that it needed peripheral support from a reliable lead generation company, and decided to outsource an outbound telemarketing service for the first time.
The Callbox Solution
The Client outsourced its lead generation and appointment setting requirements to Callbox because of the company’s well-known expertise in both fields. The Client’s objective was to strengthen its inside sales force and generate qualified appointments. To achieve these goals, Callbox launched a 22-day telemarketing campaign and assigned one of its top producing teams to handle the project. The team made sure that the following key elements were applied: Adept script. Callbox made sure that the representative used the appropriate script to identify the correct decision-makers and made a few script modifications each time the agent shifted the focus from one industry to another. Closely-monitored and updated list. Callbox constantly updated the calling list by replacing the disconnected and no-answer numbers with new records. More qualified prospects. Callbox ensured that the Client was given legitimate appointments by calling offices according to the Client’s target industries such as Transport, Medical/Dental, Accounting, Manufacturing, Engineering, Hospitality, and Solicitors in Sydney. The calling campaign officially took off on July 5, 2010. The chosen representative made calls four hours a day from 8 A.M to 5 P.M. excluding weekends.
The Results
The first campaign period ended on August 2, 2010, with outstanding results for the Client. A total of 14 appointments were generated out of 2,383 calls. The Client was extremely satisfied with the number of qualified appointments, and in order to manage the increasing volume of leads and prospects, the Client informed Callbox of his intention to hire additional staff. Callbox was able to deliver the expected results and due to the success of the first campaign, the Client is set to embark on a new telemarketing project this October.
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Leading Global Facilities Management Company Adopts Telemarketing after First Campaign with Callbox
CASE STUDY
Leading Global Facilities Management Company Adopts Telemarketing after First Campaign with Callbox
The Client
The Client is an Australia-based privately-owned facilities management company with corporate headquarters in Saginaw, Michigan and Chicago, Illinois. It provides integrated facilities management services including mechanical, electrical, fire service, hydraulic, janitorial services, landscaping, and pest control. As of 2014, the Client’s main company operates in six countries including the US, Canada, Australia, South Korea, India, and China, servicing over 300 million square feet of municipalities, schools, stadiums, offices, and various industrial and non-industrial facilities.
The Challenge
For many years, the Client had been relying on occasional email and inbound marketing efforts to generate sales opportunities. Despite its impressive portfolio of services, it often struggled to produce a sufficient number of sales leads to reach its production targets. So, when the opportunity came up to evaluate other options for future growth, the Client knew their lead generation strategy had to change. Soon, it saw the potential in telemarketing. However, since it did not have the right toolset to implement a targeted cold calling campaign, it decided to take the outsourcing route for the first time, and ultimately chose Callbox. The Client outlined its objectives:
- To identify potential customers within its target market
- To conduct a targeted telemarketing campaign to generate leads for its in-house sales team
The Callbox Solution
As per the Client’s requirement, Callbox focused on contacts within 60 kilometers of the central business districts of Dandenong and Melbourne in Victoria, and of Elizabeth in Southern Australia. The campaign specifically targeted commercial buildings, warehouses, and industrial facilities with a total floor area of at least 30,000 square meters. Given the scope of its target market, Callbox immediately recognized the challenge of launching a targeted telemarketing campaign. It started off with an email blast, and utilized its in-house research team to manually profile, filter, segment, and qualify prospects against the Client’s criteria. Despite the staggering amount of work it required, Callbox was able to round-up its resources and get the calling campaign running in no time. Finding decision makers proved to be a real challenge, particularly with rented facilities. In this situation, there was simply no substitute for experience, and Callbox’s 10 years of expertise in telemarketing truly played out.
The Results
After the initial campaign, Callbox delivered three qualified sales leads which the Client followed up promptly. The Client re-contracted for a three-month telemarketing campaign yielding a total of 17 additional prospects, increasing the number of qualified sales leads to 20. Pleased with the results, the Client endorsed Callbox to its mother company in the US, and hired another salesperson to keep up with the influx of new business opportunities.
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Capturing Advertisers for Upscale Direct Mailer
CASE STUDY
Capturing Advertisers for Upscale Direct Mailer
The Client
The Client is a $50 million direct mail company delivering upscale prospects to advertisers of high-end products and services. They link people in upscale owner-occupied homes with the products and services they desire. The Client produces and mails decks of eye-catching, full-color, glossy postcards to this highly desirable, yet difficult-to-target, demographic. Their decks reach approximately 11 million unique homes a year, an annual circulation of more than 44 million card pack impressions. More than 20,000 advertisers–from small regional businesses to large national companies–advertise through Client’s mailings. Based in Tampa, Fla., the Client has 78 franchisees in 125 markets. Its corporate offices employ 16 and approximately 270 people work for their franchises.
The Challenge
Despite its huge client base and nationwide coverage, the Client needed a partner to provide them with a steady flow of advertisers. More advertisers would mean keeping their mailings updated with the latest product and service options to affluent homeowners. With someone handling the search for advertisers, the Client could then speed up the sales cycle and focus their efforts on mailings.
The Callbox Solution
An Appointment Setting Campaign was launched to capture advertisers that catered to affluent homeowners. Assessment and List Preparation After consultations with the Client about their goals and identifying their target market, the Callbox team put their expertise to work starting with the preparation of the list of advertisers. Callbox tapped into its global database, which is home to highly targeted business contacts from all industries. Majority of the Client’s advertisers provide home-improvement products and services, such as decorating, kitchen, closet, bath, fireplace, fencing, landscaping, lighting, maintenance, roofing, painting, wall covering, and flooring. Based on the criteria given, Callbox’s in-house research team produced a customized list for the Client. Cold Calling and Appointment Setting After uploading the Clients customized list of advertisers to Callboxs PipelineCRM, the script was prepared by Callbox. Callbox agents carefully studied this script in preparation for cold-calling. Highly-trained to present products and services and competent to handle inquiries, Callbox agents successfully forwarded qualified sales leads to the Client. Upon advertiser request, agents also provided valuable additional information and walked them through the Client’s process, products, website and mailing schedules. Making over 200 calls per day, Callbox agents booked phone and face-to-face appointments one after the other and passed them to the Client’s sales team for closing.
The Results
Satisfied Client Refers Callbox to Over 15 Franchises The first of the Client’s franchises that signed up for Callbox’s Appointment Setting service was based in San Antonio, Texas. After a successful campaign, word spread about Callbox’s appointment setting expertise, and as a result, more of the Client’s franchises followed suit. The Callbox clientele grew to over 15 franchises, all referred by their fellow franchises through word of mouth. The Callbox team successfully captured the right advertisers for these franchises. The Client’s sales team had to do less cold calling and following up due to the support provided by Callbox. The Client was pleased with the Callbox teams performance and notes that 80 percent of its first-time advertisers re-signed for future mailings. With more advertisers seeking a place in Client’s scheduled direct mailings, the Client now offers advertisers added value by posting their postcards on their company website, where consumers can search for specific services and print advertisers’ postcard offerings. Today the Client remains the top direct mailer providing the highest quality services and products available. They currently mail to 11 million owner occupied homes across the nation in over one hundred major markets, and the list keeps growing.
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Callbox Telemarketing Boosts Online Advertising
CASE STUDY
Callbox Telemarketing Boosts Online Advertising
The Client
The Client is an evolving web advertising firm that provides creative, technical and search marketing services, comparable to that of world-renowned agencies, at an affordable price. Situated in Chicago, Illinois, the Client offers their customers a variety of interactive advertising avenues such as web design, Flash animation, off-the-shelf custom content management systems, and Search Engine Optimization. They have served companies of different sizes from several industries.
The Challenge
The Client wanted to increase business leads through telemarketing their service offering as traffic to their website does not provide them a steady business flow. The Client offers SEO to their own customers but felt they needed supplemental support in promoting the said service to a wider market and reach other business firms outside their own locality. The Client also needed to gather information on the companies who wish to take on their SEO service.
The Callbox Solution
For this particular campaign, the Client sought Callbox’s help in researching companies and firms that are in need of and will benefit from their SEO service. Callbox launched a lead generation and appointment setting campaign which included calling the decision makers of companies included in the Client’s list of targeted industries. Companies found to be interested with Client’s SEO service underwent a pre-qualifying process with a Callbox agent to determine if each prospect is the type of customer sought after by the Client. The pre-qualifying questions were formulated both by Client and Callbox. Once determined to be a qualified sales lead, the prospect’s details were listed in Client’s personal PipelineCRM account. The Client’s Account Sales Representative, then followed-up on the leads which were generated by Callbox and personally set appointments with the prospects.
The Results
The Callbox team successfully increased the Client’s customer share. The Client’s own team focused on closing business opportunities via setting appointments, after Callbox qualified their prospects for them. Companies who availed of Client’s SEO service offering exponentially increased after the latter’s involvement with Callbox’s Lead Generation campaign. The Client is currently following-up on the business prospects which Callbox has provided them.
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World-class Branding Consultancy Gets Marketing Boost with Callbox
Speaking for a Network Management and Security Company
CASE STUDY
Speaking for a Network Management and Security Company
The Client
The Client is a privately held corporation and is a premier provider of IT management solutions for businesses. The firm’s diverse product line, offered in a wide variety of capacity and application-specific configurations, can be scaled to support virtually any corporate environment. The Client’s customers span a wide range of industries, and include Fortune 500 global enterprises. Their customer base is Medium to Large Enterprise businesses with complex, heterogeneous IT environments with stringent uptime and performance requirements. Today, over 40 customers with more than 5,000 total locations rely upon their products.
The Challenge
With their infrastructure ready to safely accommodate “many more” clients, they want to markedly increase highly qualified interest in their IT products, to produce enough leads to “boost sales to the next level.”
The Callbox Solution
The Client consulted Callbox. After reviewing their sales and marketing operations, Callbox immediately proposed deploying the Appointment and Lead Generation Program to realize their goal. Callbox started with an “out of the box” telemarketing campaign that would generate qualified/potential leads and appointments for the client on a daily basis. This was done by locating prospects, profiling, identifying decision makers, probing, qualifying targets, and pitching sales. A script outline was developed which would serve as a guide for the agents to use in qualifying a prospect. It includes:
- Introduction of the Client to the decision maker, usually the IT or IP/Telephony Manager
- Initial qualification of the prospect based on their interest in simplifying network and IT management including uptime objectives and hardware requirements.
- Delivery of proper rebuttals when necessary
- Callbox appointment setters then e-mail the Client’s marketing collateral and Statement of Qualifications to the prospect companies.
- Appointments made with the qualified prospects are then delivered via PipelineCRM, an online CRM tool developed by Callbox especially for clients with distributed offices and disparate territories to access their up-to-date sales pipeline. Managers can view the dashboard and sales pipeline of any sales agent, any region, or the whole campaign, at any time, from anywhere, and get an up-to-the- minute report on both closed sales and forecasting in any format [html, csv, pdf, xml].
The Results
The sales generated as a direct result of the Callbox campaign exceeded projected revenues. Engaging Callbox to set appointments and generate leads effectively increased ROI and decreased transaction costs. It eliminated unnecessary costs incurred by the sales and marketing department by freeing them from calling dead ends and meeting unqualified clients. The Client enjoyed the following benefits:
- Savings in time and money
- Increased productivity of in-house sales force
- Higher conversion rate as a result of improved lead quality
This case study is another success story showing that companies from various industries and strata benefit from Callbox’s target marketing to increase profitability and growth without sacrificing the quality of customer service.
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Callbox: Successful Partnership with IT Heavyweight
CASE STUDY
Callbox: Successful Partnership with IT Heavyweight
The Client
The Client is a progressive internet and information technology company whose aim is to provide customers with the best range of products at the most competitive price. They offer domain name registration, web hosting, computer hardware, web design, computer networks and many more products to a large and diverse client base. They have clients from Global Fortune 50 companies to home users each getting the product and support they need to run their businesses. The Client also offers telecom services and SEO (search engine optimization). Their general offices are based in Dublin, Ireland. For this marketing project, the Client targeted companies in the market for an Enterprise Resource Planning (ERP) system to integrate all data and processes of the organization into a unified system. The Client engaged the services of Callbox for the duration of 10 months (February to December 2006).
The Challenge
The Client needed research on companies that had either current or future plans of ERP implementation. ERP system implementation is a complex process. Evaluation of the current company system and the actual tuning or upgrading takes a significant amount of time and depends on the size of the business, the scope of the change and willingness of the customer to take ownership of the project. A small project (e.g., a company of less than 100 staff) may be planned and delivered within 3 months; however, a large, multi-site or multi-country implementation may take years. Due to the complexity involved in the implementation, ERP is, without a doubt, expensive. While the benefits it provides to a particular business, especially large scale ones, spark interest in improving or changing their current system, it is the length of time involved that often discourages companies from proceeding with ERP implementation, and this is the most common reason for the Client’s lost sales. The Client therefore needed their current as well as prospect companies to understand that despite the fact that it is costly and involves a certain length of time, the benefits and advantages from the system will do much for their business in the medium and long term. With Callbox, the Client needed to generate and maintain the loyalty of existing customers but more importantly, find new ones. The Client needed to identify companies that needed any of the following: 1. upgrading 2. systems performance tuning 3. entire change of current software system
The Callbox Solution
Callbox’s team went to work: 1. Profiled prospects for Client’s software services, specifically ERP
- Significant business intelligence was gathered via phone research. After discussing the goals of the campaign and obtaining a list of prospects or existing clients, this list was surveyed using questions developed jointly by the Client and Callbox’s experienced researchers. Responses were then analyzed and presented along with the raw data.
2. Implemented a lead generation program, including:
- Cold calling companies that needed upgrading, systems performance tuning or entire system overhaul
- Callbox agents adeptly setting phone or office appointments with C-Level executives, accounting managers, IT managers, and controllers assuring Client of a steady stream of business opportunities.
- Providing Client with PipelineCRM, a private online customer relationship management calendar including lead tracking and sales pipeline
The Results
For the 10-month duration of the campaign, the Callbox team generated a total of 456 leads for the Client. The Client expressed satisfaction with Callbox by deciding to continue the campaigns after a one quarter break to digest their full pipeline.