Callbox: Opening Communication Lines
CASE STUDY
Callbox: Opening Communication Lines
The Client
The Client is a leader in the SMB marketplace for Business Phone Systems and Applications. Their services include the design and installation of structured cabling, equipment installation and maintenance, and voice and data networking, including LANs, WANs, routers, hubs, switches, firewalls, and high-speed internet access. Their expertise includes designing and installing cabling for everything from small offices to large, multiple site locations. Business is headquartered in Lemont Illinois with branch offices in Santa Fe Springs and Sacramento in California. They provide IP-PBX systems, IP-enabled Systems, VoIP Phone Systems, VoIP solutions, VoIP Technology and traditional TDM systems. For carrier-based services, they offer T-1, ISDN-PRI T1, dedicated internet access, integrated voice and data T-1′s, DSL, and more. The Client strives to be a single-source solution for companies’ telephone, video, and data communication needs. The Client engaged the services of Callbox in September 2006.
The Challenge
The Client’s objective was to see an increase in the number of its sales leads so that it could service more customers in the areas where its facilities were located. The Client has its own sales representatives for each county but they felt they needed supplemental support in searching for leads and wanted these leads forwarded to their in-house sales representatives for follow-up. The Client searched for an outsourcing partner to help provide leads for its sales reps. Aside from this, the Client wanted to help their customers save on telecom bills by introducing and offering their affordable services as an alternative to other telecom providers.
The Callbox Solution
To achieve the Client’s objectives, Callbox carried out a lead generation and appointment setting campaign. Taking its cue from the Client’s instructions, Callbox agents adeptly qualified leads and set appointments and forwarded these to the Client’s sales representatives. The 3-seater campaign focused on targeting small to medium sized businesses and a few large ones. No particular number of leads was required by the Client, so Callbox, equipped with research tools and a diligent team of agents, made calls and delivered leads according to the needs of the company. The Callbox team made 160-200 calls per day for the Client. Callbox agents inquired about the current phone systems of target businesses, determined their level of contentment with their current telecom provider and asked them if they were interested in upgrading or adding features.
The Results
Callbox generated a total of 303 leads for the Client during the 8-month campaign. Each seat successfully generated 1-2 appointments per day, 25-30 appointments per month for Client’s sales team. The Client took a break in January 2007 to digest its full pipeline and resumed partnership with Callbox. The Client ultimately profited from choosing Callbox as their outsource partner. 
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World’s Computer Giant Gets Even Bigger with Callbox
CASE STUDY
World’s Computer Giant Gets Even Bigger with Callbox
The Client
The Client is a global systems integrator and provider of end-to-end enterprise IT and software solutions. Its service portfolio includes strategic outsourcing, IT consulting, application management, training, small business services, asset recovery, and software services. It serves a huge client base in 170 countries with several business partners around the world.
The Challenge
The Client wanted to expand its market and open new accounts in the Asia-Pacific Region with as little difficulty in finding qualified leads as possible. Not satisfied with the performance of its previous telemarketing provider, it actively sought for a better lead generation carrier. The Client had the following requirements for this campaign: 1. Highly flexible, non-scripted telemarketing approach to fit the different needs of various sets of projects. 2. Technically sound telemarketers to promote the Client’s software and IT products, and answer technical questions from prospects. 3. Excellent lead generation and appointment setting skills to produce substantial business leads in a limited time. Having raised the bar, and seeing Callbox’s previous experience in b2b lead generation for multi-level marketing campaigns, the Client greenlighted the partnership.
The Callbox Solution
The Client hired Callbox in July 2009. A brief kick-off meeting was held where the Callbox agents were trained on how to present the Client’s offerings including fourteen different software and three hardware products. The Client instructed Callbox to generate a database of potential customers in the Asia Pacific. To their amazement, Callbox had already prepared a comprehensive list of contacts from its own contacts database. With the entire team geared up, the calling campaign started without delay. Customer Nurturing Campaigns Callbox deployed three customer nurturing projects designed to identify and communicate with the Client’s business partners in Malaysia. The first one was launched in August 2009 to introduce the Client’s reseller incentive programs, and promote their new products and services. It was followed by two more projects aimed to verify the contact details of the Client’s business partners, and to update them on the new reseller certification courses offered by the Client through its continuing education program. Lead Generation and Appointment Setting Campaigns The next set of campaigns was a lead generation project launched to support the Client’s marketing team in Asia-Pacific. One campaign was launched in behalf of its business partners in Singapore to market back-up storage solution. Time was of essence in this campaign, and Callbox was given three weeks to call prospects and deliver as many leads as it could generate. It was soon followed by a much bigger campaign aimed at generating sales leads for sixteen Client Business Partners in four countries (Singapore, Malaysia, Indonesia, and the Philippines). The density of the campaign was a huge challenge. Callbox submitted daily and weekly reports so that the Client’s salespeople could respond to new leads and appointments without delay. Lead distribution was facilitated through PipelineCRM, allowing the Client a real-time dashboard view of lead activity.
The Results
The five successive campaigns ran flawlessly for over a year, generating excellent results for the Client:
- Callbox produced a total of five hundred qualified leads resulting in increased sales activity among the Client’s salespeople.
- New accounts were opened adding significantly to the Client’s customer base.
- Callbox was able to contact and work with the Client’s fifty business partners in the Asia-Pacific region.
Pleased with the competence, exactness, and success of Callbox’s performance the Client’s business partners often expressed satisfaction: “You are a great gun. Keep it up mate. Good work. This team is good. The information provided and quality of leads is much, much better than what we had from two other options we had earlier. This is real call success rate. This team is giving similar results to what our own internal team was doing. Finally we have some thing working.” “I am pleased to say that the team has done a very good job in calling and generating leads for our organisation. I am sure we will have another round of campaigns with your team very, very soon. Loved the way your team works timely reports, timely information regards the leads, proper scripts. Good. Keep it up!! Best part is you understood what we are selling and devised your own process & ways to help us position & qualify a lead. Very Good.” Since then, the Client continued to renew contracts regularly, and invited Callbox to take part in their ASEAN marketing plans for the year 2011.
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Callbox Delivers Intelligent Solutions to Speed Up Market Access
CASE STUDY
Callbox Delivers Intelligent Solutions to Speed Up Market Access
The Client
The Client is a private company of internet marketers, web designers and developers, and web technology experts providing a wide range of internet solutions to various internet-based companies. Its online business solutions include web design and applications development, internet marketing, project consulting, e-commerce, and interactive development.
The Challenge
Over the years, the Client was performing well with its own sales team dialing for prospects and closing sales. Though their services were known to be superior in the industry, and repeat business was substantial, they found that they had to devote too much of their limited time to prospecting for leads. The Client needed to find a more productive way of generating business leads and face-to-face appointments without consuming the time allotted for presenting product demos and closing sales. The Client had the following specific objectives:
- To speed up market penetration
- To ensure an ongoing flow of leads into their pipeline
- To increase their lead-to-sale conversion ratio
After thorough planning and consultation, the Client decided to experiment with outsourcing for the first time, and chose Callbox as a strategic enterprise partner.
The Callbox Solution
The Client came to Callbox to develop and launch an initial three-month cold calling campaign as a pilot project to see if they could produce a sufficient number of leads to increase sales. The campaign began with a thirty-minute coaching session conducted by the Client and attended by a Callbox agent, team leader, and an account manager. Callbox’s broad experience in lead generation and appointment setting for all types of internet business solutions allowed the team to quickly recognize the particular needs of this client’s campaign. Callbox used the script provided by the Client to create various sets of customized proposition messages to best fit the various industry sectors targeted in the campaign. This made the campaign largely unscripted but more personal and highly effective to each target sector. Callbox capitalized mostly on its own contacts database to identify potential prospects and increase the number of contacts of senior level targets. The first campaign was launched in April 2010. Every Thursday, the Client was provided with weekly activity reports on pipeline and lead activity, appointment dates, and the overall campaign status.
The Results
The campaign was successful and extended the three-month pilot project into a nine-month rolling deal.
- A total of 139 leads and 103 appointments was generated as of October 2010.
- Callbox averaged 185 calls and 162 contacts per day, achieving a stunning contact rate of 87.8% (18,330 contacts out of 20,859 calls).
- The Client reported four sales and dozens of warm proposals in October 2010 alone.
- A total of 424 contacts expressed specific interest and requested future callbacks.
The Client is set to recontract in January to formulate its plans for 2011.
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Australia’s Leading Technology Broker Captures More Leads with Callbox
CASE STUDY
Australia’s Leading Technology Broker Captures More Leads with Callbox
The Client
The Client is a certified Microsoft Partner, and Australia’s leading technology broker and retailer of a wide range of brand name technology products. It operates an online store serving a wide client base composed of corporate organizations, academic institutions, government sectors, and resellers throughout the country.
The Challenge
The Client was seeking an outbound telemarketing partner to promote its IT products and generate leads for its inside sales team. Highly technical in nature, the Client required domain expertise to handle inquiries confidently, and the ability to capture and communicate the technical details of each call. Rather than risk a costly trial-and-error with “generic” telemarketers from unfocused lead generation companies, the Client hired Callbox due to its capability to provide technically sound telemarketers with relevant experience in the IT field.
The Callbox Solution
At the kick-off meeting the Client was able to speak with each facet of the Callbox team: an account manager, a research and data analyst, two experienced Callbox agents, their team leader, and a quality analyst. During the meeting, lead qualification criteria were discussed and set, and the potential clients were identified: IT managers, system administrators, infrastructure managers, procurement managers, and office managers. With the Client’s approval, Callbox developed a call guide, which was subsequently modified according to the Client’s ongoing store promo and type of campaign. Despite the technical nature of the campaign, the team, confident in its ability and readiness, started calling in July 2010. The first campaign targeted Microsoft users with near-term requirement for software licensing or upgrade to any of the latest versions of Microsoft applications such as Office, Exchange, Sharepoint, and Project 2010. Satisfied with the results, the Client re-contracted for two more projects to endorse its HP server trade-in and Lenovo Thinkpad promos. Callbox averaged 250 calls per day, from 9AM to 6PM, Monday through Friday. The Client made clear that regular reporting was crucial. Reports were delivered daily so that its salespeople could respond promptly to appointments and other actionable statistics. Each call was recorded and rigorous data quality checks were employed at every stage of the campaign to ensure perfect execution of every task. In all campaigns, contacts were asked if they might have pending requirements for the product, and if they would be interested in receiving a quote. Information requests were processed without delay via PipelineCRM’s Save&Send feature which allowed Callbox agents to send the Client’s brochures and price quotes without leaving the calling interface or the momentum of the shift. To make best use of every call, uninterested contacts were offered a monthly price list of the Client’s products, and their e-mails were obtained for the Client’s database.
The Results
During the 3-month campaign, Callbox was able to deliver a strong pipeline of warm leads, freeing the Client’s time for meeting with sales-ready customers.
- Callbox generated a total of 207 leads for the Client.
- 474 contacts requested future callbacks and additional information.
With such a surge in leads and appointments, the Client decided to pause the campaign for a minimum of two months in order to accommodate all the new opportunities.
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Quantifying Lead Generation Success for World-Class Data Solutions Provider
CASE STUDY
Quantifying Lead Generation Success for World-Class Data Solutions Provider
The Client
The Client is a global leader in data backup, data recovery, and archiving solutions. Based in Singapore, it provides expert advice and integrated solutions for reliable and cost-effective data storage management to customers worldwide.
The Challenge
The Client hired a lead generation provider but needed additional support for other marketing initiatives. It looked for a reliable telemarketing partner with significant regional experience and resources in order to:
- Cold call to invite participants to its open house events in Australia
- Profile its database and generate market feedback to improve its sales lead generation campaign
After searching and comparing several service providers found on the internet, the Client was impressed by Callbox’s track record in B2B lead generation and immediately penned a deal.
The Callbox Solution
Callbox set up an outbound telemarketing team to initiate a call-to-invite campaign to be followed by a lead generation/client profiling campaign. Call-to-Invite Callbox initiated a cold calling campaign to invite and sign up participants to four open house events hosted by the Client in Brisbane, Sydney, Melbourne, and Canberra. The events were organized to educate prospects and resellers in data protection solutions. The Client provided a database of 14,000 target prospects consisting of IT Managers in New Zealand and Australia. The campaign kicked off in October 2011 after email invitations were sent. Callbox provided weekly reports enabling the Client to make attendance projections and ensure good turnout. Lead Generation / Customer Profiling After the success of its call-to-invite campaign, Callbox set up a telemarketing campaign to distribute free eBooks on next-generation data protection and best practices in information management. These contact opportunities were used to profile prospects, generate feedback, and gather market intelligence. The data obtained from this campaign would be used by the client to identify key prospects and opportunities which would be crucial in executing effective sales and marketing operations. Throughout the campaign, Callbox made several attempts to reach actual decision makers, which presented some challenge because operators were trained to block repeat calls. In this situation, there is no substitute for experience, and Callbox’s eight-year track record in B2B telemarketing was a key to the ultimate success of the team.
The Results
Callbox identified 165 qualified leads which far exceeded the Client’s expectations month after month. The events attracted a strong turnout which gave the Client excellent marketing opportunities and proved to be an effective market entry point. All prospects in the Client’s database were contacted and profiled resulting in a comprehensive database of sales-qualified leads which became an excellent platform for selling at senior level. With an optimized database, the Client’s salespeople were able to concentrate on the most profitable engagements and prioritize opportunities likely to be most productive.
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Well-Documented Multinational Company Switches to Telemarketing, Lowers Cost Per Lead by 60%
CASE STUDY
Well-Documented Multinational Company Switches to Telemarketing, Lowers Cost Per Lead by 60%
The Client
The Client is a leading managed print solutions provider offering a wide range of office printers, multifunction devices, copiers, and software solutions to help its clients manage information and workflows efficiently. With over 60 years’ experience in document management outsourcing, the Client currently has over 15,000 employees across 160 countries.
The Challenge
The Client tried various methods to generate sales leads (offline/online advertising, sales promotions, mobile marketing, etc.) but with the amount of manpower, materials, and budget allocation these methods required, the cost per lead was spiraling. Additionally, outcome from their previous campaigns was difficult to measure and the resulting leads offered little potential for conversion.
The Callbox Solution
Callbox segmented a list of potential customers in Singapore, Thailand, and Malaysia, targeting decision makers in Manufacturing, Financial, Retail, and Insurance industries. For this campaign, Callbox chose a technically sound telemarketer who could communicate product features, benefits, and advantages fluently. The Client provided training on product specifications to equip the caller with sufficient knowledge to address technical inquiries.
Because of its technical nature, the calling process was largely unscripted. Every call contained questions which required off-the-cuff responses resulting in spontaneous and more personal dialogue with prospects. Experience proved to be an important part of this campaign particularly in terms of handling technical questions and convincing prospects to try out a new product or service. To ensure that the Client’s expectations were met, Callbox set up stringent quality checks at every stage of the calling process. Each outbound call was recorded and reviewed to constantly measure the caller’s performance against the Client’s requirements. The Client asked for regular reporting on the progress of the campaign so it can track daily performance against goals at a glance. As needed, conference calls were held between the Client, Callbox agent, and Campaign Manager to brainstorm new ideas and address challenges encountered by the caller.
The Results
As a direct result of this campaign, the Client experienced a surge in inbound inquiries, giving its sales team sufficient prospects to follow-up. The calling campaign generated a total of 139 highly-qualified sales leads at 26% contact rate, with dozens more who agreed to be contacted by the Client’s sales team. Overall, cost per lead was reduced to 40% of what it would have cost using the Client’s previous lead generation methods. The Client was very satisfied with the results and plans on working with Callbox again in the near future.
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IT Firm Uses Callbox to Divide and Conquer Market
CASE STUDY
IT Firm Uses Callbox to Divide and Conquer Market
The Client
The Client is a renowned IT consulting firm based in the US. It provides IT solutionsused by well-known commercial organizations and government institutions to improve operational efficiency and reduce telecom costs.
The Challenge
The Client hired a North American telemarketing firm to promoteits products.While the telemarketing companywas able to deliver good numbers,the Client recognized that much of its time was spent meeting and dealing with people who were not ready to engage or ultimately unqualified. To make best use of its in-house resources, the Client sawthe need to refine its appointment setting process by segmenting its market and creating definitive profiles of its potential customers. The Client’s main objectives were:
- To identify more narrowly defined potentialcustomers and how to best reach them.
- To allocate more accurately its sales resourcesto meeting sales-qualified prospects.
The Callbox Solution
The Client signed up with Callbox for a profiling campaign aimed at gathering information on the Client’s market. With the Client’s help, Callbox outlined a set of survey questions designed to evaluate each company’s communications set-up and existing voice and data contracts. Callbox then used this data to map the expiration dates of contracts and identify prospects with near-term requirement for a new voice and data provider. While Callbox did not engage in actual selling,it gathered valuable insights to help the Client delve deeper into its market, focus on the right people, and determine the best time to follow up and set appointments with qualified sales leads. Callbox segmented prospects taking into account their location relative to the purchase decision process, budget, purchase history, and urgency of need.The Client worked closely with Callbox throughout the campaign, being particularly conscientious in following up leads on time.
The Results
The success of this campaign is best shown by the Client’s decision to re-sign with Callbox for an extension of the campaign period. Additionally, the Client included three additional states to its target market resulting in increased sales activity. Using the data generated from this campaign, the Client defined the best approach and the most relevant message for each prospect in each segment. This significantly reduced the number of wasted calls, increased efficiency, and improved overall sales output.
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Upstart Storage Company Beats Launching Turnout Target in a Flash
Callbox and Software Leader Spell Success
CASE STUDY
Callbox and Software Leader Spell Success
The Client
The Client is a professional business software consulting firm based in Irvine, CA. They specialize in the Sage Software family of products – Sage MAS 90 and 200, Sage BusinessWorks, Sage CRM, and JobOps Job management software. The Client helps businesses increase productivity and profitability through the application of integrated accounting, distribution and management software. Their reporting tools allow users to quickly and easily extract, analyze and professionally present business information. The Client’s services include software selection, system design and implementation, user training and support, data conversion, and eCommerce/EDI/CRM consulting. With the goal of being the most trusted and most responsive in the network technology and business management industry, they have helped over 400 companies in a wide variety of industries. The Client engaged the services of Callbox in August 2005
The Challenge
Considering the stiff competition and difficulty of marketing business software, it was crucial for the Client to double, even triple their sales and marketing efforts in order to find prospects. They lacked the team and resources to search for prospects. Sales and marketing was handled by one person who wanted to focus on presenting proposals and closing deals and could not be burdened by the time-consuming search for prospects. The Client needed to scour the market for businesses with upcoming software system projects such as software evaluation and upgrading. They targeted businesses that needed:
- system change
- system upgrade or downgrade
- system maintenance
- add-ons to current system
The Client sought a partner to find these prospects, generate interest for the products and services and provide all necessary marketing support to achieve their goal.
The Callbox Solution
The Client turned to Callbox to rev up their sales efforts. Callbox initially carried out an invitational campaign in Aug. 2005, calling prospects and inviting them to attend meetings and/or seminars conducted by the Client. A series of lead generation and appointment setting campaigns followed, spread out over a year, alternately conducted on a per-lead or per-seat arrangement. Since the start of the campaign, the call quota of Callbox agents rose from 100 to 160 calls per day, targeting 20 leads per month as required by the Client. Callbox agents inquired about prospects’ plans to change or replace their business management software in the next 3-12 months. This was followed by a series of questions regarding:
- satisfaction with the current software being used
- flaws/problems with current software
- current systems used for operation and accounting
- evidence of manual or double entry for processes
- interest in changing or upgrading current software
- functionalities expected from the software
- time-frame for implementation
- budget
Aside from calling prospects, the Callbox team sent out brochures to customers asking for additional information. Prospects that had talked with the Client’s sales consultant were also forwarded to Callbox agents for follow-up calls.
The Results
Since August 2005, Callbox agents placed a total of 27,857 calls for the Client, and have forwarded 240 leads since the start of the lead generation and appointment setting campaigns. With Callbox handling the qualification and forwarding of hot leads, the Client now devotes full attention to closing deals significantly increasing sales. They were pleased with the performance of the Callbox team who delivered a total of 72 leads from February to June 2007. Thereafter, the Client pre-extended their contract through to September 2007.
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Callbox Delivers Qualified Leads for Workforce Management Solutions Expert
CASE STUDY
Callbox Delivers Qualified Leads for Workforce Management Solutions Expert
The Client
The Client specializes in empowering project workforce locally, and provides visibility globally. They make it possible to manage project workforce in real-time, eliminating the spreadsheets and custom-built applications enterprises use to fill the gaps caused by disconnected systems. Their project workforce management helps streamline project management, optimize resource utilization and precisely account for costs and revenue across projects and workforce. The Client leverages existing software investments and adapts to structures and processes to automate time and expense tracking, cost and revenue accounting, workforce planning, as well as other project and workforce related processes. The Client’s on-demand software has earned an unqualified SAS 70 Type II certification ensuring maximum data security, reliability, and scalability for our hosted customers. Since 1995, the Client has served over 800 organizations around the world, including Caterpillar, Corning Cable Systems RD&E division, First National Bank, Hydro Quebec – DPE, Invensys Systems Canada, Major Drilling, Pioneer Natural Resources, State of Wyoming, The Pentagon, University of Michigan, Fisher Scientific, and Wyeth Biopharma.
The Challenge
With the volume of traffic the Client’s website gets every day, the Client needed to gather significant information from all its visitors in order to enhance its service offerings. It sought the services of a sales and marketing expert to handle all website inquiries and calls on their behalf and more importantly, qualify visitors and identify their needs so that its sales team can focus more on closing deals.
The Callbox Solution
For Client’s needs, Callbox implemented an extremely effective marketing strategy — Lead Qualification. The Callbox team handled all service inquiries in the Client’s website. Callbox agents profiled the Client’s visitors by asking them their role in the company they represent, what industry they belonged to, the motivation behind visiting the website and gathering their contact information. The more crucial process was finding out what service they were interested in and what their requirements were. The qualifying process included questions on:
- Budget
- Current processes and software solutions
- Number of Users
- Target implementation date
- Industry
While discussing these criteria and requirements, each Callbox Lead Manager types notes directly into Thunderchild using the template of the question and determines which among his or her list should be given a follow up call. Once a lead is set to qualified, the Callbox sales team will then take over. An appropriate sales representative is assigned to a particular set of prospects based on their geographic location as well as the size and scope of the implementation. The sales representative then calls these prospects for a more thorough discussion about their business requirements in preparation for an eventual product demonstration. Owing to the Callbox team’s excellent communication skills, consistency and efficiency in the conduct of the Lead Qualification campaign, the Client has been getting a steady flow of qualified appointments. Its sales team is now devoting full attention to closing deals, significantly increasing sales.
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Callbox Provides Maximum Marketing Support for Talent Management Solutions Leader
CASE STUDY
Callbox Provides Maximum Marketing Support for Talent Management Solutions Leader
The Client
The Client is a worldwide talent management leader with experience serving organizations of all sizes. The Client configures talent solutions for specific business needs to dramatically improve business performance. They provide on demand talent management solutions to assess, acquire, develop, and align workforce. The Client delivers a comprehensive suite of solutions for businesses of all sizes, matching all sources of talent – be they professional and hourly candidates, agency referrals, campus recruits, contingent workers, or existing employees to all positions, whether it is centralized, decentralized, or multinational. It maintains its headquarters in the San Francisco Bay Area and a research and development facility in Quebec City, where the company employs approximately 300 people focused solely on talent management applications.
The Challenge
The Client needed to invite prospects to its 2007 World conference. Its desired attendees were composed of its current customer base and prospects from all over the US culled from their in-house database. This global company needed a reliable partner to update and manage its lists and gather pertinent information such as names of decision makers, email addresses and phone numbers, company names, addresses and zip codes. Using the lists from their database, the Client needed to generate interest and drive attendance to their event.
The Callbox Solution
The Callbox team broke the challenge down into distinct implementation phases: Database Cleanup, List Management and Call to Invite Campaign. Database Cleanup The Callbox team helped preserve the valuable information in the Client’s global database which contained millions of key contacts. The team updated and enhanced their existing prospect and customer lists by:
- reviewing, evaluating and studying the work that needs to be done for the Client’s lists;
- updating addresses, name spellings, titles and email addresses;
- removing or consolidating duplicates;
- normalizing data formats;
- adding key data fields
- phone-verifying all contact and company information
List Management With the team’s expert knowledge of the direct marketing business and trends in the List Industry, recommendations were given to the Client on how to best utilize their list. After studying the Client’s prospect list, target emails based on interest, demographics, or custom questions were prepared by the Callbox team and sent out using advanced software and systems. Responses and results were recorded, tracked and reported to the Client daily. Call to Invite Campaign After completing the list cleanup process and list management, Callbox agents went to work calling and qualifying potential attendees as a follow-up on all emails sent. All call activities were automatically logged in to PipelineCRM, Callbox’s customer contact and sales force management system where the Client can view, process or download reports of leads and/or appointments generated by Callbox agents. Personal contact and company information were collected from those who signified their intention to attend the conference, organized and forwarded to the Client to be included in their list of attendees. Highly-trained Callbox agents efficiently multi-tasked, making hundreds of calls daily, identifying potential attendees, providing conference information when requested by prospect and preparing reports for the Client.
The Results
With Callbox providing maximum support prior to their event, the Client was able to focus on preparing for the conference itself and exceeded its target number of attendees. Client was impressed with the Callbox team’s excellent prospecting skills and attention to detail in cleaning up and updating its lists that it renewed its contract several times. With Callbox’s list management and efficient reporting, the Client was freed from purging, updating and mailing, as Callbox did everything for them. With enhanced database capabilities, they are exploring an even more extensive direct marketing aimed at solely building their email lists.
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Callbox: Providing Sales Support to One of the Largest Business Software Companies
CASE STUDY
Callbox: Providing Sales Support to One of the Largest Business Software Companies
The Client
The Client is the world’s third largest business software company. It has branches in over 30 countries and offers a full range of enterprise business software including:
- Customer relationship management
- Enterprise asset management
- Enterprise resource planning
- Financial management
- Human capital management
- Performance management
- Product lifecycle management
- Supplier relationship management
- Supply chain management, including business specific inventory management, transportation logistics and warehouse management software
The Client’s goal is to provide the best software experience and a lower total cost of ownership for their customers. To meet customers’ long-term needs, they provide an evolutionary path to support continuing business and technology innovation.
The Challenge
The Client didn’t have the in-house expertise to run a lead generation and lead management campaign, nor did they have the database tools to support one. To achieve their objectives, they needed a partner to develop and execute a comprehensive lead generation, qualification and appointment-setting program to capture greater market share for their business software solutions. While the company had a dominant market share in the industry, it lacked the support for their sales people to handle leads and prospect profiling. With the rapidly increasing number of individuals from various companies across all industries downloading information from the Client’s website, it was crucial for them to:
- profile and qualify all individuals using their website;
- strengthen their sales force capabilities in handling the profiling and qualification
Calls had to be made across the Asia Pacific Region to verify the records of individuals and companies that downloaded files from the Client’s website. Qualification was necessary, as the Client wanted to ensure that their website visitors/prospects could be considered warm leads before their sales team pursued them. Aside from verification and qualification, the Client also needed a support team to call and invite prospects and customers to various company-sponsored events throughout Asia.
The Callbox Solution
The Client teamed up with Callbox to carry out: 1. Lead Generation through outbound cold calling to generate leads and appointments for the Client’s sales force. The Client’s target market consisted of decision makers who were looking for business-specific solutions to address their challenges and produce tangible results. Callbox’s sales force used cold calling to identify and qualify prospects for the Client. Qualifying questions determined:
- Determine whether the prospects wanted to evaluate a new software solution.
- Determine business pains and/or areas of interest to find a fit between prospects’ needs and Client’s solution offerings.
- Identify the type of software prospects were using and for how long they’ve been using it.
- Find out if prospects would be interested if presented with a new solution.
Callbox executed the cold-calling campaign using the list of target contacts provided by the Client. Agents who were assigned to this campaign used a customized spreadsheet to keep track of all call results. Calls were categorized as lead completed, not interested, competitor, invalid, duplicate, no action needed, etc., and were assigned to each respective column on the spreadsheet for easy reporting and evaluation. Leads generated from the calling campaign were posted on the PipelineCRM to be reviewed by the Client and feedbacks were discussed. Callbox provided daily and monthly reports on pipeline activity and campaign status. 2. Profiling and updating the client’s prospect data base with up-to-date business and contact information The Client provided Callbox with their list of prospects and clients. The Callbox Team verified and updated all possible contact information by phone, including email addresses. 3. Call-to-Invite Campaigns Callbox provided total sales and marketing support by carrying out several call-to-invite campaigns, inviting the Client’s customers and prospects to attend company-sponsored events in the Philippines, Indonesia, Malaysia and Singapore. The Callbox Team then followed up every call with an email. Aside from company-sponsored events, the Client also held webinars. Callbox callers invited guests to these webinars and also confirmed attendance for the Client. 4. Online, web-based reporting across all aspects of the project, its progress, and statistics which included lead distribution and appointments set. The Callbox solution provided the Client with a steady, predictable flow of qualified sales opportunities as well as a systematic methodology for tracking every opportunity and evaluating sales force effectiveness. The Client has a very accurate and predictable sales pipeline. By the time the prospect was ready to truly engage with them, they already had complete information about their prospects and their companies.
The Results
With the Callbox Team averaging 2000 calls monthly, verifying contact information of current customers, qualifying prospective clients, and setting appointments for the Client’s sales team, the Client experienced a significant increase in conversion rates. Backed by Callbox’s own PipelineCRM, the Client enjoyed easy tracking and monitoring of all leads. The Client was also able to consistently improve service offerings through call recordings made available by Callbox. Since then, the Client has been renewing on a month-to-month basis with new campaigns — lead generation, call-to-invite and profiling for different types of products. Pleased with the overall performance of Callbox, the Client provides sales training for the team, conducted at the start of every campaign. The smooth integration of sales and marketing with disciplined lead management resulted in increased sales and also provided total control over the customer acquisition process.