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“.
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.”
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 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
he 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.
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.
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.
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:
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:
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.
The Client, based in Singapore, is the largest privately-managed insurance broker in the world with offices in Hong Kong, Beijing, Malaysia, the Philippines, Thailand, and South Korea.
The Client has an in-house team in Hong Kong which supports its marketing activities in Asia, seeking decision makers of S$20M companies. In order to increase the volume and value of sales, the Client needed to build an intelligent prospecting campaign focused on sales-ready prospects. Since it lacked commercially available data to support this activity, the Client partnered with Callbox to segment its market and create a database of targeted prospects. However, after speaking with a Callbox sales rep, the Client was impressed with the company’s telemarketing capability so it signed up for a three-month Appointment Setting and Database Profiling campaigns.
The objective of this campaign was two-fold:
THE CALLBOX SOLUTION
Callbox set up a telemarketing team for a two-phase campaign: Database Profiling and Appointment Setting. The Client personally selected and trained the agents assigned to the calling campaign and the target decision makers were identified: HR and Finance Managers. Callbox telephoned contacts in the Client’s database to identify companies in Singapore whose indemnity insurance was up for renewal.
Callbox then embarked on an outbound telemarketing campaign to arrange office meetings between qualified prospects and the Client’s outside sales reps. Appointments were qualified based on the Client’s criteria:
As the campaign progressed, the Client narrowed down the lead qualification criteria in order to capture larger prospects with near-term requirements. The target size for Corporate Benefit was changed from 50 to 100 full-time employees and for Corporate Risk Insurance, from S$20 million to S$50 million companies. The Client also required that proximity of renewal dates should not be longer than three months from the time of call. Prospects whose renewal dates were longer than three months were profiled and entered into the Client’s database for tracking and future follow-ups.
One challenge encountered during this campaign was frequent cancellation of meetings because the Client did not have enough sales reps to accommodate the growing number of new appointments. To remedy the situation, Callbox prepared weekly schedules of appointments for the Client to review and approve. The Client worked closely with Callbox to provide feedback and updates.
One month into the campaign, Callbox delivered a total of 19 qualified leads and 897 profiled records with one Callbox agent achieving a contact rate of 30%. Surprised with so many leads after just one month, the Client decided to hire two more agents but to restrict the lead qualification even further, going after only the most promising prospects. This generated a total of 26 highly qualified leads and 1,698 profiled records.
Pleased with these results, the Client renewed its contract and expanded its campaign to five seats for six months. By the end of the third month, Callbox was able to profile 12,749 records and deliver 186 highly qualified sales leads. The campaign is currently in progress and the Client plans to use Callbox’s services for other long-term projects.
The Client is an independent property tax consulting firm specializing exclusively in providing taxpayers of commercial, industrial, multi-residential, and special purpose properties with full-range property assessment and tax management services.
They have a national reach with 19 offices that handle large sales territories across the United States including New York, California, Illinois, Pennsylvania, Massachusetts and Texas.
The Client needed a way to help all their Managing Consultants who head each regional office across the country in bulking up their sales pipeline.
THE CALLBOX SOLUTION
The Client approached Callbox to conduct an aggressive telemarketing campaign that would fill their calendars with qualified appointments on a daily basis. Starting with a test campaign for one location in November of 2005, Callbox now conducts the appointment setting campaign for 14 of the Client’s 19 locations including its head office in Arizona.
To meet the Client’s requirements, Callbox decided to assign a personal appointment setter to the Main Specialist for each location. Appointments are set based on a detailed script and strict qualifying criteria provided by the Client including:
Callbox appointment setters then e-mail the prospect companies copies of the Client’s marketing collateral and Statement of Qualifications.
Appointments are then delivered via PipelineCRM, an online CRM tool developed by Callbox especially for clients with distributed offices and disparate territories. This enables consultants and specialists to access their up-to-date sales pipeline anytime, anywhere, maximizing their time to develop new business. Sales people can follow-up the appointments even when the Specialists are not available, making sure no leads fall through the cracks.
Callbox experienced appointment setters coupled with the Callbox online appointment setting tool allowed the Client to concentrate on their core business-delivering exceptional property tax consulting services rather than cold-calling and managing each sales person.
The Client now enjoys:
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.
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 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:
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.
Due to Callbox representatives’ excellent communication skills and persistence in the conduct of the appointment setting campaign, the Client expressed satisfaction with Callbox’s services and since then has a steady flow of qualified appointments for its sales team.
As of July 2007, Client has renewed its contract ten consecutive times.
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