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. 
Get More B2B Malaysia Leads. Enquire Now.
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.
Get More B2B Malaysia Leads. Enquire Now.
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.