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Callbox Takes on Challenge Scores A VIQtory [CASE STUDY]

Callbox Takes on Challenge and Scores a VIQtory


CASE STUDY



Callbox Takes on Challenge and Scores a VIQtory


THE CLIENT



ABOUT

The Client is a leader in Precision Transcription & Stenography services in Australia. For more than 50 years now, the business holds the reputation in quality that has been built on strict, on-time delivery, and accurate professional transcription for events, meetings, interviews, arbitrations and courts throughout the country.

Product & Service Offered

For the leadoff campaign, the focus was to set appointments with specific decision makers for specific industries. In those meetings, Client introduced and discussed the feature and benefits of VIQ Solutions – the world’s leading expert in digital audio, video and evidence capture and management solutions.

VIQ Solutions provides digital recording applications that allow multiple channels of audio and video recordings to be recorded simultaneously with annotations and other information attached to it.

TARGET INDUSTRIES
All tribunals in Australia, All local Councils in Australia, Private Arbitrators that are typically going to be part of the government, Insurance, Financials with 100 to 500 employees

TARGET PROSPECTS
Head of IT, Investigations Team, Head of Arbitrations & Dictations

TARGET LOCATIONS
Australia-wide


THE CHALLENGE



The project plan to partner with a lead generation company was brought about by the Client’s challenge to be able to get through arduous targets like Legal, Medical & Investigation. These are industries that require detailed transcription/dictation tasks as they deal with sensitive and delicate matters.



THE CALLBOX SOLUTION



The Client signed Callbox for a campaign of 10 phone appointments qualified against its “ideal customer” standards:

An agent who called for the campaign for 8 hours everyday
Despite the agent starting out with with limited knowledge on transcription services, through the Callbox leader’s orientation and training, as well as the agent’s interest to learn the mechanics and myriad of applications of such a service , the agent achieved the Client’s desired level of proficiency in speaking with prospects about VIQ Solutions.

A well-filtered database
Filtering a database for the Client’s required target industries was quite a challenge for the Callbox team, as the number of these type of organizations in a country or region is quite below standards, as compared with consumer-centric businesses. But the team still managed to work well with the approved database.

Client-approved calling script
The calling script served as a guide for the caller to keep himself aligned and knowledgeably-sounding in offering the product & services’ value proposition, and setting solid appointments with target decision makers.

LinkedIn Account
The Callbox team built and managed the LinkedIn account, which was approved and kept monitored by the Client at which conversation threads with connections were viewed.

Emails
Email templates were drafted by Callbox and were approved by the Client. The templates varied in approach depending on the call disposal set by the agent on each call.

Campaign Status Reports
The weekly reports sent to the Client discussed about statistics and feedback about the campaign. Challenges encountered by the caller in his calls were noted, and corresponding action plans were suggested and implemented for each.

Calendar Invite
A calendar invite was utilized to confirm set appointments with interested prospects. And if by chance, that a prospect declined the calendar invite, the Callbox team worked out a follow up call for a reschedule, and made sure that no appointment/lead is lost.



RESULTS



  • Callbox was able to open the doors for more opportunities for the Client to reach quite elusive targets in the tribunals and local councils in Australia by adding 9 solid leads to their existing client list.
  • Client signed for another contract, which was for another company under his management and which offered enterprise audio and text management products and systems.
  • Client is currently nurturing all the leads and maintained communications with Callbox for possible campaigns early this year.

Callbox opened more doors of opportunities for the Client by complementing its business objectives with a multi-channel marketing scheme.




Callbox Brings the Sunshine to Sales Lead Generation [CASE STUDY]

Callbox Brings the Sunshine to Sales Lead Generation


CASE STUDY



Callbox Brings the Sunshine to Sales Lead Generation


THE CLIENT



ABOUT

The Client is a new electricity retailer based in Sydney. The Client is rapidly hitting the Australian market with their integrated energy solutions. The current lead generation campaign they are running with Callbox is beaming with rays of potential in providing full energy service to Australian consumers.

TARGET INDUSTRIES
SME, all types except competitors

TARGET EMPLOYEE SIZE
1-500 employees

TARGET LOCATIONS
Australia


SUMMARY



The initial, single seat campaign period was launched in July 2015. The main call objective was to set a face-to-face appointment for the Client with prospects bearing the discussion on the best solutions to lower down energy bills. The initial production generated 28 leads. This impressive production of leads from the initial period of calling inspired enough trust and confidence from the Client that they recommended our service to their sister company, a Clean Energy Regulator service provider. Callbox worked well and delivered the same amount of hard work and professionalism to the latter which resulted to a very good number of leads of 150, and renewal for another campaign contract.

The second part ran with 3 calling agents, and added 3 more campaigns which the Client branded as “special campaigns”, generating a total of 79 leads which finished with 96 leads. All these were achieved through the collaborated resources of both the Client’s sales team who drove so much vigor in sharing knowledge with the callers, coupled with Callbox’s multi-channel marketing processes.

table

“The Energizers”

How much time does it take for a business to grow and step into the ladder of success? This energy retailer expert rolled 3 significant factors into 1 package and took a big leap as the leading energy retailer.

Client’s Full Engagement with the Callbox Team

Before each campaign starts, the client spends ample time to train the callers about their products and services. Also, the client’s sales team directly coaches the agent on call handling, like the proper approach when speaking with prospects and effective game plans that would bring in close-to-sale contacts.

Particular to Targets

The campaign materials like the script, brochures/collaterals, calendar invites, database and email templates, go through their meticulous checking and approval before anything else go live. The client makes it a point that the call activities are focused on the target market. Such careful planning makes the process of reaching the target prospects an easy task for both teams.

Impossible to Resist

What makes this energy retail expert stand out among competitors? Let’s just take 3 answers among the many.

  • They do careful analysis of the prospects’ current energy cost & provide them with customized, competitive solutions.
  • Customers who are in contract with their current providers are given the best offer that is hard to decline.
  • Prospects that said “no” during the telephone conversation with the agent but expressed their willingness to explore other options in the future, are saved and treated as “follow-ups”, instead of discarding them from the target list.

Now running is campaign month 4. With the planned action to integrate a power dialer tool with the current resources being used, the quality of leads generated is positive sign of a long term relationship between the client and Callbox.



RESULTS



his leading energy retailer is taking delectation on each campaign month that we run for them. They value each lead delivered to them by the calling team and take pride in the glowing work relationship they have with Callbox.




Callbox Delivers a Grand Slam for Global Printing Giant [CASE STUDY]

Callbox Delivers a Grand Slam for Global Printing Giant


CASE STUDY



Callbox Delivers a Grand Slam for Global Printing Giant


THE CLIENT



ABOUT

The Client is a world-renowned manufacturer of coding, printing and laser marking products, fluids, and accessories for the product identification industry. Their company has over 325,000 units installed worldwide, serving 135 countries, and is widely considered as the leading expert in continuous ink jet (CIJ), laser marking, thermal ink jet (TIJ), thermal-transfer overprinting (TTO), case coding and labeling, and wide array printing.


Campaigns

The following are the campaigns in which the Client has employed the services of Callbox, in chronological order:


A. Customer Profiling Campaign

   Asia Pacific Region
   November 20112 – January 2014
   No. of Records: 10,000


THE CHALLENGE



The Client wanted to cleanse their Asia Pacific list containing more than 10,000 contacts, most of which are obsolete and inaccurate. The campaign was to zero-in on the manufacturing industry, using Customer Profiling for basic information such as name, job title, company, address, phone and email. This also includes segmenting the list according to each contact’s location in the Asia Pacific region.

On top of the customary Customer Profiling task, the Client also instructed the Callbox team to gather additional information during their conversation with the prospects such as:

  • The number of people or machines where a product goes to a process of labeling marking or printing.
  • How they code or mark on their product (e.g. expiry date, manufacturing date, batch number, barcodes)


THE CALLBOX SOLUTION



Callbox standards dictate a thorough and meticulous process of delivering output to its clients. For this particular campaign, the courses of action that took place were as follows:

  1. The Client sent their contact list of more than 10,000 records over to Callbox, along with their Suppression List (do-not-call list).
  2. Callbox then submitted these records to its Research Team for them to cross-reference the list with their own database of updated contacts. This was done to to eliminate duplicate entries and supply missing elements with accurate information. Callbox made sure that the list has undergone through pre-cleanup prior to the actual calling campaign to avoid wasting resources.
  3. Since the Client’s own list contained dead records, Callbox obtained additional contacts from its own database in order to produce 10,000 profiled records for the Client as agreed.
  4. Callbox assigned 10 expert agents for the Customer Profiling campaign.
  5. Each batch of completed profiles was forwarded to Callbox’s Email Marketing Team for re-verification, as well as lead generation using a prescribed email template. This email blast was done constantly throughout the campaign on a weekly basis.
  6. All contacts which resulted to bounced emails were sent back to the calling team for reconfirmation.
  7. The Client required Callbox to provide weekly reports to ascertain the campaign’s positive development. Callbox collects all completed profiles in a single compilation and then submits them to the Client.
  8. The Client then uploads these newly cleansed records into their database. Invalid records were returned to Callbox for reverification, until such time that all records are checked for accuracy.


RESULTS



The Client was pleased with the efficiency and success by which the Customer Profiling process was carried out. Callbox delivered 10,000 clean and working records within the set period, with only minimal returned data for re-verification.

As a result, the Client recommended Callbox to their Global Visibility Manager, which in turn partnered with Callbox for their succeeding campaigns.



B. Pilot List Build Campaign

   India and Korea
   March 2014 — April 2014
   No. of Records: 700


THE CHALLENGE



Fresh from the success of the previous campaign, the Client penned a deal with Callbox for another Customer Profiling engagement. This time, the campaign was focused on cleansing prospect contact lists from India and Korea.

The goal was for one full-time agent to produce 700 profiled records, each for both target locations. The target industry was still manufacturing, and data profilers were still required to ask prospects regarding the number of production lines and the manner by which they code their products.

Furthermore, at the request of the Client, callers were to determine whether prospects prefer to be contacted via their mobile phones or their landlines. This data is crucial for the Client in deciding whether they need to allot more focus on contacting prospects via mobile phones, in which case would entail more cost on their end.



THE CALLBOX SOLUTION



The flow was pretty much the same as the original campaign, except that the Client only required one calling agent for India and another one for Korea.

  1. The Client first sent its contact list for India, after which Callbox subjected it to its standard process of pre-cleanup by means of database cross-referencing and email blasting.
  2. Two weeks after the campaign started, the Client sent its contact list for Korea.
  3. Once both lists have undergone pre-cleanup, the calling campaign commenced, with two full-time agents calling for each target location.
  4. Reports were submitted on a weekly basis, and records were revalidated until deemed accurate.


RESULTS



Callbox sailed through the campaign with flying colors, delivering 700 clean records for both target locations within a month, despite the uniqueness of the campaign and some initial hurdles.

Additionally, Callbox was able to provide useful insight to the Client in terms of the divide between contacting prospects through mobile or landline. Callbox reports showed that prospects were more comfortable in providing their landline numbers over their mobile numbers. This outcome contradicted the findings of the Client’s internal calling team which supposedly revealed that prospects preferred being reached via mobile.



C. Customer Profiling Campaign

   India
   September 2014 — November 2014
   No. of Records: 3,000


THE CHALLENGE



For the Client’s third partnership with Callbox, the campaign was centered in India alone, and it came with specific parameters to be strictly observed.

The goal was to produce 3,000 profiled records from a 3-seater, 2 month campaign. The Client provided its approved market verticals under the manufacturing industry, as follows: aero/auto, baked goods and cereals, beverage, building materials, cosmetics/personal care, dairy and eggs, extrusion/wire and cable, packaging materials, pharma and medical, and salty snacks.

The campaign was a mix of customer profiling and lead generation, with a list of roughly 3,000 contacts provided by the Client. Callers were instructed to reach out to Production Managers, Maintenance Managers and Purchasing/Procurement Managers. In case these positions are unavailable, they were to look for Operation Managers, Facilities Managers and Finance Managers.

Data profilers were still required to ask prospects regarding the number of production lines and the manner by which they code their products.



THE CALLBOX SOLUTION



The approach prescribed by the Client required Callbox to basically send out marketing material to the prospects. This objective was to be accomplished in conjunction with the usual Customer Profiling task that was done in the previous campaigns.

  1. The Client sent its 3,000-contact list for India, after which Callbox subjected it to its standard process of pre-cleanup by means of database cross-referencing and email blasting.
  2. Callbox assigned 3 expert agents for the calling campaign, each of them tasked to produce 1,000 profiled contacts.
  3. The Client subjected each call to their own quality assurance standards, so Callbox was required to provide recordings for every interaction they had with the prospects.
  4. Callbox, in strict observance of various Anti-Spamming laws, requires its agents to made sure that prospects have agreed to receive any form of literature from the Client before sending them out.
  5. Prospects who have responded positively to calls were subjected to normal lead generation protocol based on their level of interest.

Callbox delivered the goods as expected, with the last few weeks spent on formatting the data according to the Client’s preferences. They were also very pleased that a lot of calls resulted to legitimate leads for their business, even though lead generation was not the main priority of the campaign.

The India campaign became much more smooth-sailing because of the prior experience in penetrating the location, as well as the improvement in the communication lines. Also, Callbox’s own updated database of records helped fill in the gaps for incomplete or inaccurate contacts.

Campaign: U.S.
Towards the end of the campaign, the Client set up a Customer Profiling campaign that aimed to clean up around 500 test records from the US. Although this US campaign still revolved around the manufacturing industry, the Client was open to explore other verticals aside from the ones previously prescribed.

The campaign was carried out simultaneously with the India campaign that was still in progress. Callbox allotted a few hours a day for its agents to call US contacts. The campaign successfully ended after 5 days, with Callbox delivering 500 profiled contacts as agreed.



RESULTS



After three successful customer profiling campaigns, Callbox was able to clean the Client’s contact lists, making them more updated and targeted without any obsolete or duplicate entries. This resulted to a shortened sales cycle on the Client’s part, which is expected make a direct impact on their bottom line.

The campaigns also gave them significant money-saving insight into their communication strategy as they were able to establish their prospects’ inclination to being reached via landlines, discarding the need for a costlier alternative in mobile phones.

Throughout the customer profiling run, Callbox was also able to generate several warm leads for the Client’s sales team. At the very least, the callers were able to establish an acquaintance with the prospects, especially those with new job titles and are unfamiliar with the Client’s company.

The Client has retained Callbox’s services for their current campaigns which involve not only Customer Profiling but other services as well. They were very pleased with how Callbox was able to deliver time after time, and they definitely see Callbox as a partner in more projects down the road.




Callbox Telephone Survey Primes the Pump for Market Expansion [CASE STUDY]

Callbox Telephone Survey “Primes the Pump” for Market Expansion


CASE STUDY



Callbox Telephone Survey “Primes the Pump” for Market Expansion


THE CLIENT



ABOUT

The Client is the world’s largest pump manufacturer with an annual production of more than 16 million units. It has more than 18,000 employees and 80 authorized distributors in 55 countries. Its product line includes all types of pumps for industrial water supply and commercial applications including circulator pumps for heating and air conditioning and submersible pumps.



THE CHALLENGE



Recognizing the need to move closer to its customers in the Asia-Pacific region, the Client decided to conduct a telephone survey to get a broad and detailed view of market conditions. The Client’s objectives were:

  1. To determine their market position relative to competitors.
  2. To identify market drivers, restraints, trends, and growth potential.
  3. To establish or improve its market presence and positioning.

The Client needed at least 1500 respondents to complete a survey in 25 business days – a task too big for its in-house calling team to handle in such a tight timeframe. After learning about Callbox’s extensive experience in running time-pressured campaigns, the Client decided to supplement their efforts by outsourcing the survey.



THE CALLBOX SOLUTION



They began with a pilot survey of 50 respondents to test Callbox’s capability. Satisfied with the results, they had Callbox conduct larger surveys in Australia and New Zealand. The Client required Callbox to use the Confirmit CATI (Computer Assisted Telephone Interviewing) system for this survey. Since Callbox was experienced with CATI systems, the team was able to go live with the calls after just two days of training.

Target contacts were asked about their opinion of the Client’s product to deduce its position in the market. Customers of the Client’s direct competitors were also asked about their perception of their own suppliers’ market position and solutions provided.



RESULTS



Callbox completed the 25-day campaign to the Client’s satisfaction with 1,625 surveys completed, well exceeding the target. This led the Client to expand the survey contracts with Callbox across Asia, Oceania, and Europe.

Early in the campaign, Callbox used the Client’s business list. However, Callbox quickly determined that the respondents needed to be targeted more precisely in order to maximize the limited campaign time. So Callbox offered its own strategic target lists sorted by multivariable relevance to achieve an immediately higher contact rate. Callbox also improved the survey questions to generate responses directly relevant to the Client’s objectives.




Professional Training Agency Grows Customer Base with Callbox [CASE STUDY]

Professional Training Agency Grows Customer Base with Callbox


CASE STUDY



Professional Training Agency Grows Customer Base with Callbox


THE CLIENT



ABOUT

The Client is an Australian Registered Training Organisation and member of the Group Training Australia Network. It allows local businesses to enjoy a hassle free and cost-effective way to employ apprentices through its Group Training system.

The Client operates from three offices in Australia, serving customers in Mildura, Robinvale, Ouyen, Wentworth, Swan Hill and surrounding districts, South Australia’s Riverland, and Metropolitan Adelaide.



THE CHALLENGE



The Client wanted to improve its lead generation campaign to get more registrants for its group training courses. Before Callbox, it relied on its in-house salespeople for leads. However, due to their limited time and training in lead generation, this resulted in a three-fold challenge:

  • The Client’s in-house staff had difficulty allocating their limited time between finding leads, meeting appointments, and conducting trainings.
  • Without sufficient experience in cold calling, the client’s sales team had difficulty getting past gatekeepers.
  • Lead quality was poor. Prospects were “just being nice” and would agree to appointments but were not really interested and would not show up.

Realising the need to generate more sales-ready leads, and that their in-house staff did not have the time and the right set of skills, the Client sought help from lead generation experts at Callbox.



THE CALLBOX SOLUTION



The Client’s initial objectives were:

  • To cold call prospects and inform them about the Australian government’s program to give incentives to companies that take on young apprentices
  • To generate qualified sales leads for its in-house sales staff to close
  • To set appointments with enough decision makers to keep its sales team focused on more productive tasks

Callbox started cold calling on August 25, 2010 to introduce the Client’s services to construction and engineering companies in Central Adelaide, who take on apprentices in carpentry, plumbing, bricklaying, and painting. At first, Callbox encountered the same problem the Client had with hard-to-reach decision makers. To solve this, Callbox experimented with the dialing schedule by calling prospects at different times of the day, recreating its marketing approach as necessary to successfully capture the right targets.

Getting interested prospects was a real challenge in this campaign since many companies preferred to train their own employees instead of paying another company to do it. To compensate, Callbox increased its daily call volume to reach even more decision makers. Positive contacts were turned over to quality assurance analysts who asked additional questions to confirm that prospects were qualified and interested. The Client’s sales team itself was professional in dealing with appointments, which contributed much to the smooth flow of the campaign.

The Client derived much value from Callbox’s integrated marketing tool – the PipelineCRM, which enabled it to keep an eye on pipeline activity, track lead progress, and monitor lead traffic – all in one user-friendly platform. The campaign ended successfully on November 25, 2010.



RESULTS



Since using Callbox, the Client has experienced tremendous growth in lead traffic and new customers.

  • 5359 contacts out of 7249 calls (73% contact rate)
  • 52 appointments captured
  • 1042 positive contacts (Appointment Set, Lead Completed, For Follow Up)
  • 2 sign-ups by the third week of the campaign

The biggest success the Client has seen with this campaign has been the growth in lead volume. Within three months (67 calling days), Callbox has captured a total of 52 highly-qualified appointments. In addition, Callbox was able to organise a database of the Client’s market and prospects who requested additional information, feeding the company’s in-house sales team with leads for many months, and generating more leverage for future marketing campaigns. Pleased with these results, the Client is set to re-contract for another project in March 2012.




Callbox Cleans Up Expansion Clutter [CASE STUDY]

Callbox Cleans Up Expansion Clutter


CASE STUDY



Callbox Cleans Up Expansion Clutter


THE CLIENT



ABOUT

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.



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.




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


CASE STUDY



Leading Global Facilities Management Company Adopts Telemarketing after First Campaign with Callbox


THE CLIENT



ABOUT

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.



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.




Australia's Leading Technology Broker Captures More Leads with Callbox [CASE STUDY]

Australia’s Leading Technology Broker Captures More Leads with Callbox


CASE STUDY



Australia’s Leading Technology Broker Captures More Leads with Callbox


THE CLIENT



ABOUT

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.



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


CASE STUDY



Quantifying Lead Generation Success for World-Class Data Solutions Provider


THE CLIENT



ABOUT

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.



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.




Rock Solid Leads for AU and NZs Top Technology Consulting Firm [CASE STUDY]

Rock Solid Leads for AU and NZ’s Top Technology Consulting Firm


CASE STUDY



Rock Solid Leads for AU and NZ’s Top Technology Consulting Firm


THE CLIENT



ABOUT

The Client is the largest independent Oracle, PeopleSoft and JD Edwards consulting organization in Australia and New Zealand as well as the largest Oracle, PeopleSoft, JD Edwards and Microsoft SQL Server support organization in Australia and New Zealand.

The Client is a specialized technology consulting organization focused on building and supporting long-term relationships with enterprise and government customers.

The Client is an Oracle Certified Advantage Partner, the highest level of partnership with Oracle, only achieved by a few companies globally. They provide a complete service continuum of Oracle, PeopleSoft, JD Edwards and SQL Server including: sales, planning, design, implementation, project management and support. Their offices are based in Australia and New Zealand and their support centre services a large diverse client-base located across five countries.



THE CHALLENGE



  • Increase sales and generate awareness about the benefits of the Client’s products and services
  • Promote the Client’s event entitled “Oracle Leadership Forum”, gather attendees and confirm their attendance


THE CALLBOX SOLUTION



Callbox launched two campaigns: Lead Generation through Telemarketing, and a Call-to-Invite Campaign.


The Client had previously sent email invitations to a list of prospects for the Oracle Leadership Forum. The Callbox Team’s task was to:

  • Call those prospects and confirm receipt of the invite from the Client
  • Confirm attendance to the leadership forum

The Callbox callers collected contact information from prospects who signified their intention to attend the free leadership forum. They collected the attendees’ names, company names and email addresses for the Client’s registration files. Prospects who informed Callbox that they failed to receive invites to the event were sent invitations through email and received a confirmation call 48 hours later.



RESULTS



Both campaigns were executed quickly and immediately, giving the Client enough warm leads to follow-up right away, and a good number of attendees to their event.

The Client especially enjoyed working with the Callbox team, citing the team’s excellent communications skills and efficiency. The Client was also pleased with the convenience and flexibility of lead tracking and management with the use of Callbox’s PipelineCRM. Having received good quality leads following a successful company event, the Client plans to use Callbox’s services for future lead generation campaigns as well as promotional and invitational campaigns for company-sponsored events.




Giant Software Solutions Provider Improves Lead Capture and Conversion with Callbox [CASE STUDY]

Giant Software Solutions Provider Improves Lead Capture and Conversion with Callbox


CASE STUDY



Giant Software Solutions Provider Improves Lead Capture and Conversion with Callbox


THE CLIENT



ABOUT

The Client is a world-leading provider of 3D and Product Lifecycle Management (PLM) software solutions with more than 130,000 customers in 80 countries. It offers a wide range of 3D virtual solutions enabling businesses of every size to digitize innovative ideas and enjoy lifelike experiences with future products and environments.

The global company has offices in the USA, Europe, the Middle East, Africa, and Asia-Pacific, with partners from leading industries and sectors including Aerospace and Defense, Automotive and Transportation, Construction, Agriculture, Education, Healthcare, and others.



THE CHALLENGE



Prior to engaging Callbox, the Client hired a prominent direct marketing solutions provider to handle its lead generation program. Not satisfied with the results, it sought better marketing. The Client’s Singapore office decided to investigate a lead generation program with Callbox.

The Client’s main objectives were:

  • Determine the level of sophistication of the target’s present CAD software tools and systems
  • Profile companies and prospects who were already using the Client’s CAD solutions
  • Facilitate lead reassignment to the Client’s resellers

The client judged Callbox’s strategies to be more cost-effective and efficient and signed up for a three-month pilot project.



THE CALLBOX SOLUTION



The initial campaign started on November 22, 2010 with two full-time Callbox agents. It was divided into three segments: Lead generation, Appointment Setting, and Call-to-Invite.


Callbox secured agreement from prospects to be contacted by the Client’s reseller.


Callbox looked for prospects who requested additional information regarding the Client’s products and agreed to receive email information on special promos.


Callbox looked for prospects to register for a virtual conference organized by the Client.

Callbox created two customized Pipeline CRM accounts for generating and rechanneling leads to the Client’s authorized resellers. Since the Client delivered the call lists on a daily basis, sustainability and integrity of records were a major challenge. To solve this, Callbox used Pipeline CRM and a customized spreadsheet to monitor the Client’s data more effectively – an activity which involved close coordination between the Research and Campaign Specialists.

While this campaign focused on generating leads from the warm lists, Callbox suggested tapping prospects on the cold lists producing substantial positive results from this source. Guidelines for the callout process were made visible to each Callbox Team member to ensure that they were updated with the Client’s instructions.



RESULTS



At the end of the three-month pilot campaign, Callbox delivered a total of 372 leads at an average of five to ten leads per day. Satisfied with the results, the Client re-contracted for an additional 18-month project last March 2011. Nine months later, Callbox had produced a total of 1,623 leads, from both the warm lists sent by the Client and supplemented by the lists mined from the Callbox database.

  • Warm Leads: 1, 404 (87%)
  • Cold Leads: 219 (13%)

The campaign is currently in progress with three full-time Callbox APAC seats generating leads and appointments for two of the Client’s Value-added Resellers (VAR) in Australia.




Australian Software Vendor Taps Callbox to Fast track Sales in Asia Pacific [CASE STUDY]

Australian Software Vendor Taps Callbox to Fast-track Sales in Asia-Pacific


CASE STUDY



Australian Software Vendor Taps Callbox to Fast-track Sales in Asia-Pacific


THE CLIENT



ABOUT

The Client is a well-known software company in Australia which develops and distributes practice management and tracking software for large companies. Its clients include Ingram Micro, The University of Sydney, Accenture, CitiStreet, and Acumen Alliance.



THE CHALLENGE



The Client has excellent brand recognition in Australia and its products have strong market potential. However, it had difficulty penetrating foreign markets often dominated by large global competitors. The Client did not invest significantly in marketing aside from the irregular cold calling efforts by its sales staff. The primary source of new clients was word of mouth.

To boost its capability to compete squarely in the international market, the Client looked for an appointment setting company to carry out its objectives methodically:

  1. To educate prospects on the benefits of practice management software
  2. To schedule product demos with interested prospects

This campaign required technically sound telemarketers with firsthand experience in selling software systems. Having campaigned on behalf of several IT and software companies for many years, Callbox was qualified for the challenge.



THE CALLBOX SOLUTION



Following a campaign brief, Callbox set up an outbound telemarketing team. The Client specified potential customers: IT Directors, CIOs, Managers, and C-level Executives. Callbox prepared a customized telemarketing list and created personalized scripts based on typical market response and various selling scenarios.

Callbox implemented stringent QA monitoring to ensure that every lead and appointment generation effort supported the Client’s requirements. Callbox encouraged the Client’s active participation in each campaign process – from script development to new product trainings and lead qualification. This allowed to Client to provide inputs and feedback as the campaign progressed.

Callbox maintained an impressive momentum throughout the 18-month calling campaign, contacting 4,887 companies at an average of 222 calls per day. The Client witnessed the action in real-time via Callbox’s Pipeline CRM, which also allowed it to respond promptly to appointments and other actionable results.



RESULTS



  • Out of 88,000 calls, 17% resulted in positive contacts. Of those spoken to, 31% agreed to a demo and 28% requested additional info.
  • Callbox delivered a total of 357 qualified appointments at an average of one appointment per day. From that, 44 (12.3%) resulted in sales.
  • Simply put, the Client got a sale for every 2000 calls made by Callbox; about 2.5 sales per month.

Greatly impressed by its performance, the Client continues to rely on Callbox for its outbound marketing campaigns, as it continues to grow its market share, not only in Australia, but now in the expanded markets of New Zealand, Brunei, and India. It also intends to hire additional agents to keep up with the influx of new leads and further increase its marketing activities.