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Callbox Breeds New Customers for HR Consultancy Leader [CASE STUDY]

Callbox Breeds New Customers For HR Consultancy Leader


CASE STUDY



Callbox Breeds New Customers for HR Consultancy Leader


THE CLIENT



ABOUT

The Client is a strategic workforce planning company that provides innovative human resource solutions, and stands on a mission to help companies achieve strategic objectives through workforce planning, analytics and strategy.

TARGET CRITERIA

Location: Australia (QLD, NSW, VIC, Perth)
Industry: All including government sector (except competitors) 1000 employees and up

Decision Makers: CEO, COO, Head of HR, HR Director, HR Manager


THE CHALLENGE



The Client has drawn many years of consulting experience and stacked a load of beneficial “end to end” HR services and solutions focused to better align, acquire, utilise and develop talent, targeting key and strategic functions required to deliver core goals.

However, in the latter years of the company’s operation, the Client realized some exigencies in keeping up with the demands in acquiring customers. The slacken number of new customers in the database urged the Client to decide on taking new marketing options that can help them cope with the problem. A lead generation program was plotted to carry out the Client’s goal to acquire new and more customers.



THE CALLBOX SOLUTION



Callbox’s Multi-Touch Multi-Channel Lead Generation Program was strategically designed to help clients get in front of their customers at the best time when they are most ready to listen and are most interested. This was made possible by Callbox for the Client through the Pipeline Lead Nurture Tool.

In the campaign, the Client aimed to promote its core services: Workforce Analytics, Human Resource Consulting and Workforce Strategy and Optimisation. These services were common among HR Consultancy providers in the region but the Client wanted to make a difference in addressing the customer’s’ HR requirements by doing a top-to-toe solution.

Initial Email Copies
Using the Pipeline Lead Nurture Tool, the Callbox team sent out initial email copies bearing the Client’s summary of services and solutions, website and query boxes. Email replies and actions taken by prospects such as clicking the website and queries were tracked in real time for the agent to follow-up on.

Appointment Setting
Follow-up calls were made by the Callbox agent wherein probing questions were asked to discover the prospects’ HR needs and so that the Client may be able to tailor fit the best services and solutions for them. The key questions focused on monies invested in the people aspects and the quality of the organization’s human capital initiatives. The prospects’ answers were carefully and properly noted and all contact details were verified before the calls were disposed.

Request For More Information
Prospects who requested for more information were as good as completed leads. Brochures were set by the Client himself for the purpose of analyzing the prospect’s business status and to come up with the best answer to their questions.



RESULTS



The campaign delivered a total of 15 solid appointments63 warm follow ups and 228 RFIs (request for information). The 15 appointments set by the Callbox team were companies that had varied HR needs specifically on workforce planning, management and reporting.

With the Callbox Multi-Touch Multi-Channel Marketing Program and the Pipeline Lead Nurture Tool, the Client was able achieve its goal to acquire new customers. Moreso, they look forward to acquiring more new customers from their list of warm follow-ups that they currently nurture.




Callbox Bridge to Global Market for Improved Code Review Tool [CASE STUDY]

Callbox: Bridge to Global Market for Improved Code Review Tool


CASE STUDY



Callbox Bridge to Global Market for Improved Code Review Tool


THE CLIENT



ABOUT

The Client is a group of Business Intelligence, Data Warehousing and Data Integration experts, providing consulting and implementation solutions to numerous enterprise clients in the areas of Data Architecture, Data Modelling and ETL. They also provide consulting services relating to Reporting, Development, Modularized Solutions and Change Management.

TARGET INDUSTRIES
Companies Using Informatica, Datastage, ODI

TARGET PROSPECTS

  • CTO/CIO/Sr. VP/VP/Director/Manager – Data Warehouse
  • CTO/CIO/Sr. VP/VP/Director/Manager – Business Intelligence
  • CTO/CIO/Sr. VP/VP/Director/Manager – Data Engineering
  • CTO/CIO/Sr. VP/VP/Director/Manager – Data Quality/Governance
  • Informatica Tech Lead
  • Informatica Architect
  • Informatica Administrator
  • Architect
  • Solution Architect
  • Data Warehouse Manager

TARGET LOCATIONS
USA, Europe, Middle East


THE CHALLENGE



The Client required a software license to complete product development, Their product, being a tool developed for Informatica PowerCenter, required the Client to team up with informatica users to obtain substantial information about the facets of the product’s development and come up with best practices.

The challenge was to “gain stronger and larger presence in the global market”. In order to achieve this, the Client needed access to Informatica users to help earn credibility and to increase trials for the software.



THE CALLBOX SOLUTION



Callbox’s Multi-Touch, Multi-Channel Lead Generation Program was all set to drive success for the Client. At the initial campaign term and even in succeeding terms, Callbox rolled out a Customer Profiling program to make the most out of the Appointment Setting campaign.


Initial email copies were sent to email addresses via the Pipeline Lead Nurture Tool to validate the activeness of the contacts. The said email copies contained CTAs like links to the Client’s website, query boxes and downloadable questionnaires. All actions taken by prospects and email replies were tracked in real time.


Replies and actions were monitored by the Callbox team and were set as follow-ups. in order to appropriately profile the contacts, the agent first verified information details followed by the required probing questions that focused on companies who are current Informatica Users for their code review tool and later on expanded to companies who also use ODI (Oracle Data Integrator) and IBM Data Stage code review tool.

The feedback from these users were properly noted and to in order to help the users carry out the best of the tools, the agent set for them appointments with the Client’s demo specialists to discuss with them some how to’s and DIY’s.



RESULTS



The initial term generated 35 appointments for web demo, the second term brought in 29 appointments and the third term rolled out 31 appointments, a total of 95 web demos.

15 qualified leads in 22 calling days

Callbox bridged communication between the Client and its target market. The information that were dished out of the current Informatica users were substantial to the improvement of the tool and has earned them a higher credibility from their customers. On top of that, the three term-campaign that Callbox initially ran for them has allowed them to establish a larger and stronger presence in the global market.

As of the writing of this case study, the Client is still engaged with Callbox for yet another campaign term.




Callbox Instrumental to Manufacturers Marketing Success [CASE STUDY]

Callbox: Instrumental to Manufacturer’s Marketing Success


CASE STUDY



Callbox: Instrumental to Manufacturer’s Marketing Success


THE CLIENT



ABOUT

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.

TARGET INDUSTRIES
Steel Manufacturing, Foundries, Automotive Manufacturers

TARGET PROSPECTS
Quality Manager

TARGET LOCATIONS
Malaysia, Thailand, Vietnam and Korea


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.


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.


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.



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.




IT Consulting Expert Reclaimed Prized Customer Conversations [CASE STUDY]

IT Consulting Expert Reclaimed Prized Customer Conversations


CASE STUDY



IT Consulting Expert Reclaimed Prized Customer Conversations


THE CLIENT



ABOUT

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.

TARGET INDUSTRIES
Retail, Manufacturing

TARGET PROSPECTS
E- Commerce/Marketing / Advertising Director

TARGET LOCATIONS
USA


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.


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.


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.


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.



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.




Callbox Multi Channel Marketing Program Aced Success for Neuro Testing Company [CASE STUDY]

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



ABOUT

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.

TARGET INDUSTRIES
Medical Clinics & Rehabilitation Centers

TARGET PROSPECTS
Neurologists (doctors, consultants, neuro nurses)

TARGET LOCATIONS
US


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.


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.




Callbox Solves Software Companys Marketing Conundrum [CASE STUDY]

Callbox Solves Software Company’s Marketing Conundrum


CASE STUDY



Callbox Solves Software Company’s Marketing Conundrum


THE CLIENT



ABOUT

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.



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.



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.




Demand Generation Callbox Takes Business Loans Marketing 'Laid Back - Were Back' [CASE STUDY]

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



ABOUT

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.


Industry: Financial

Location: Sydney, Australia
Headquarters: Australia

CAMPAIGN TYPE
Appointment Setting

TARGET CRITERIA
Location: NSW, Australia
Industry: Small and Medium Retail, Services, Freight

Decision Makers: Owners, Director, General Manager, Managing Director


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.



RESULTS



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.




Bridging the Offshoring Gap Genuine Interest and the Need for Education [CASE STUDY]

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



ABOUT

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.

TARGET INDUSTRIES
Corporate services, Trust Companies, Private Bank and Wealth Management

TARGET PROSPECTS
C-Levels, Business Development Managers, Directors, Marketing Directors, General Managers

TARGET LOCATIONS
Hong Kong, Singapore


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 CALLBOX 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.


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.


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.



RESULTS



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.




Callbox Perfect Candidate for Japan's Chief Recruiter [CASE STUDY]

Callbox: Perfect Candidate for Japan’s Chief Recruiter


CASE STUDY



Callbox: Perfect Candidate for Japan’s Chief Recruiter


THE CLIENT



ABOUT

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.

TARGET INDUSTRIES
All industries except recruitment and employment agencies and job boards companies

TARGET LOCATIONS
Houston, New York, Singapore, Hong Kong, Australia and UK


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 CALLBOX 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.

table1

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:

table2

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.”



RESULTS



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.




Callbox Partnering for Sales Increase in Sydney IP Services [CASE STUDY]

Callbox’s Multi-Channel Marketing Program and Marketing Automation Platform: Partnering for 33% Sales Increase in Sydney IP Services


CASE STUDY



Partnering for 33% Sales Increase in Sydney IP Services


THE CLIENT



ABOUT

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.

TARGET INDUSTRIES
Small to Medium Industries with 10-500 employees and
2 million annual revenue

TARGET PROSPECTS
Office Manager, Gen. Manager, Managing Director

TARGET LOCATIONS
NSW, Australia


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 CALLBOX 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“.



RESULTS



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.”




Singaporean Research and Consulting Company Strides into US Market with Callbox [CASE STUDY]

Singaporean Research and Consulting Company Strides into US Market with Callbox


CASE STUDY



Singaporean Research and Consulting Company Strides into US Market with Callbox


THE CLIENT



ABOUT

The Client is a leading provider of research-based, go-to-market intelligence and business consulting services supporting expansion into emerging markets across Asia-Pacific, Europe, Latin America, and the Middle East. It has worked with over 50 Global Fortune 1000 companies in solving market growth and entry problems, and has supported export promotion, Foreign Direct Investment attraction, and policy formulation programs of various government agencies in 15 countries.

Its high profile clients include Honda, Philips, Kohler, Yamaha Motors, Tupperware, Schneider Electric, and the Malaysian Rubber Export Promotion Council.



THE CHALLENGE



The Client, based in Singapore, wanted to expand its operations into the US to capture contracts with larger companies. However, it lacked resources to penetrate the vast American market. Its primary source of new businesses was word of mouth and referrals from existing clients.

The Client wanted direct communication opportunities with decision makers of larger prospects and decided to partner with Callbox to design an outbound telemarketing campaign.



THE CALLBOX SOLUTION



The Client’s outbound telemarketing campaign targeted C-level Executives and Research Development Directors. The contact team guaranteed five face-to-face appointments with Fortune 1000 prospects. Callbox customized the campaign script, highlighting the Client’s major customers worldwide in order to underscore credibility, add value, and get a higher response rate.

The calling list would be the most important factor of the campaign. Callbox factored a custom list of Fortune 1000 companies and went on to profile each one to identify decision makers. As a result, the call flow was quick, smooth, and precise.

Given the campaign’s geographic location, meeting with prospects required advance preparation on the part of the Client. To address related circumstances, Callbox booked all appointments at least a month in advance to give the Client ample time to make necessary preparations. Where possible, several appointments were scheduled sequentially on the same day, or on consecutive days. Callbox saw to it that all appointments were stringently qualified and confirmed to avoid “no-shows” and ensure clockwork meetings.



RESULTS



As guaranteed, Callbox delivered five face-to-face appointments with Fortune 1000 clients in one month, all scheduled on two consecutive dates. Most impressive was the fact that the Client was able to close all five of them, which speaks to the effectiveness of its sales team, the effectiveness of the partnership, and quality of Callbox’s appointment setting service.

Because of this achievement, the Client re-hired Callbox to conduct an appointment setting campaign in Europe and APAC which was equally successful. Callbox is currently running a telemarketing campaign for the Client in Singapore.




Training and Telemarketing an Award Winning Tandem [CASE STUDY]

Training and Telemarketing – an Award-Winning Tandem


CASE STUDY



Training and Telemarketing – an Award-Winning Tandem


THE CLIENT



ABOUT

The Client is a full service, award-winning training provider who specializes in sales and service performance, management and leadership development, and product knowledge. They design and develop a variety of sales tools which are customized according to the needs of their customers. It has always been the Client’s aim to offer a wide range of unique products and services to help companies achieve their goals, which includes both customized and off-the-shelf solutions, such as social networking.

During this particular marketing partnership, the Client is looking for companies with current organizational training needs who might be interested to acquire assistance in customizing their training process and tools.



THE CHALLENGE



Considering the stiff competition in the training industry, the Client saw it fit to double their marketing efforts in finding fresh leads and maintain their edge among their competitors. They, however, lacked the manpower and resources in generating fresh and warm leads. They needed to obtain new prospects from a variety of industries and needed to reach these prospects fast as a company’s training needs must be addressed timely and efficiently.

Targeted companies were those who needed:

  • Customized Training Programs
  • Customized e-Learning Modules
  • Professional Coaching

Successful Partnership with an Award-Winning Training Firm
The Client sought a Lead Generation and Appointment Setting partner to generate interest for their products and service offerings, while providing dependable round-the-clock marketing support in order to achieve their goal.



THE CALLBOX SOLUTION



Client partnered with Callbox to double up their sales and marketing efforts.

With the campaign initially launched on June 2008, Callbox began calling prospects and setting appointments with the Client. An exhaustive calling and phone appointment setting campaign followed, which was conducted on a per-lead arrangement. At the start of the campaign, Callbox agents were required to complete 100 calls per day, targeting the 20 leads monthly quota set by the Client.

The Callbox Team looked into the following issues to address the Client’s needs:

1. Prospect profiles for customized training programs and modules.

The agents gathered information through stringent phone research campaigns. A list of qualified prospects are then sent to Client. These prospects were then sent questionnaires and proposals which were jointly developed by the Client and Callbox.

2. Implementation of a phone appointment setting campaign, which includes:

  • Cold-calling and pre-qualifying companies
  • Setting phone appointments with company executives and managers
  • Providing Client with their personal PipelineCRM account, which is a private online customer relationship calendar showing the leads and the sales records over a certain period of time


RESULTS



Going on for almost two years, encompassing nine campaign terms, the Callbox team has generated an impressive number of leads for the Client. The Client’s pipeline is now full of leads which are being followed-up by the Client’s sales executives.

Lead Generation is currently on hold as the campaign has generated a high volume of returned appointments, which the Client’s salespeople need to personally handle, prior to resumption of acquiring additional prospects.

Successful phone appointment setting campaign led to a high level of customer acquisition which met the goal of the Client.