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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 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.




Speaking for a Network Management and Security Company [CASE STUDY]

Speaking for a Network Management and Security Company


CASE STUDY



Speaking for a Network Management and Security Company


THE CLIENT



ABOUT

The Client is a privately held corporation and is a premier provider of IT management solutions for businesses. The firm’s diverse product line, offered in a wide variety of capacity and application-specific configurations, can be scaled to support virtually any corporate environment.

The Client’s customers span a wide range of industries, and include Fortune 500 global enterprises. Their customer base is Medium to Large Enterprise businesses with complex, heterogeneous IT environments with stringent uptime and performance requirements. Today, over 40 customers with more than 5,000 total locations rely upon their products.



THE CHALLENGE



With their infrastructure ready to safely accommodate “many more” clients, they want to markedly increase highly qualified interest in their IT products, to produce enough leads to “boost sales to the next level.”



THE CALLBOX SOLUTION



The Client consulted Callbox. After reviewing their sales and marketing operations, Callbox immediately proposed deploying the Appointment and Lead Generation Program to realize their goal. Callbox started with an “out of the box” telemarketing campaign that would generate qualified/potential leads and appointments for the client on a daily basis. This was done by locating prospects, profiling, identifying decision makers, probing, qualifying targets, and pitching sales.

A script outline was developed which would serve as a guide for the agents to use in qualifying a prospect. It includes:

  • Introduction of the Client to the decision maker, usually the IT or IP/Telephony Manager
  • Initial qualification of the prospect based on their interest in simplifying network and IT management including uptime objectives and hardware requirements.
  • Delivery of proper rebuttals when necessary
  • Callbox appointment setters then e-mail the Client’s marketing collateral and Statement of Qualifications to the prospect companies.
  • Appointments made with the qualified prospects are then delivered via PipelineCRM, an online CRM tool developed by Callbox especially for clients with distributed offices and disparate territories to access their up-to-date sales pipeline. Managers can view the dashboard and sales pipeline of any sales agent, any region, or the whole campaign, at any time, from anywhere, and get an up-to-the- minute report on both closed sales and forecasting in any format [html, csv, pdf, xml].


RESULTS



The sales generated as a direct result of the Callbox campaign exceeded projected revenues. Engaging Callbox to set appointments and generate leads effectively increased ROI and decreased transaction costs. It eliminated unnecessary costs incurred by the sales and marketing department by freeing them from calling dead ends and meeting unqualified clients.

The Client enjoyed the following benefits:

  • Savings in time and money
  • Increased productivity of in-house sales force
  • Higher conversion rate as a result of improved lead quality

This case study is another success story showing that companies from various industries and strata benefit from Callbox’s target marketing to increase profitability and growth without sacrificing the quality of customer service.




Callbox Successful Partnership with IT Heavyweight [CASE STUDY]

Callbox: Successful Partnership with IT Heavyweight


CASE STUDY



Callbox: Successful Partnership with
IT Heavyweight


THE CLIENT



ABOUT

The Client is a progressive internet and information technology company whose aim is to provide customers with the best range of products at the most competitive price. They offer domain name registration, web hosting, computer hardware, web design, computer networks and many more products to a large and diverse client base. They have clients from Global Fortune 50 companies to home users each getting the product and support they need to run their businesses. The Client also offers telecom services and SEO (search engine optimization). Their general offices are based in Dublin, Ireland.

For this marketing project, the Client targeted companies in the market for an Enterprise Resource Planning (ERP) system to integrate all data and processes of the organization into a unified system.

The Client engaged the services of Callbox for the duration of 10 months (February to December 2006).



THE CHALLENGE



The Client needed research on companies that had either current or future plans of ERP implementation. ERP system implementation is a complex process. Evaluation of the current company system and the actual tuning or upgrading takes a significant amount of time and depends on the size of the business, the scope of the change and willingness of the customer to take ownership of the project. A small project (e.g., a company of less than 100 staff) may be planned and delivered within 3 months; however, a large, multi-site or multi-country implementation may take years. Due to the complexity involved in the implementation, ERP is, without a doubt, expensive.

While the benefits it provides to a particular business, especially large scale ones, spark interest in improving or changing their current system, it is the length of time involved that often discourages companies from proceeding with ERP implementation, and this is the most common reason for the Client’s lost sales.

The Client therefore needed their current as well as prospect companies to understand that despite the fact that it is costly and involves a certain length of time, the benefits and advantages from the system will do much for their business in the medium and long term. With Callbox, the Client needed to generate and maintain the loyalty of existing customers but more importantly, find new ones.

The Client needed to identify companies that needed any of the following:

1. upgrading
2. systems performance tuning
3. entire change of current software system



THE CALLBOX SOLUTION



Callbox’s team went to work:


1. Profiled prospects for Client’s software services, specifically ERP

Significant business intelligence was gathered via phone research. After discussing the goals of the campaign and obtaining a list of prospects or existing clients, this list was surveyed using questions developed jointly by the Client and Callbox’s experienced researchers. Responses were then analyzed and presented along with the raw data.


2. Implemented a lead generation program, including:

  • Cold calling companies that needed upgrading, systems performance tuning or entire system overhaul
  • Callbox agents adeptly setting phone or office appointments with C-Level executives, accounting managers, IT managers, and controllers assuring Client of a steady stream of business opportunities.
  • Providing Client with PipelineCRM, a private online customer relationship management calendar including lead tracking and sales pipeline


RESULTS



For the 10-month duration of the campaign, the Callbox team generated a total of 456 leads for the Client.

The Client expressed satisfaction with Callbox by deciding to continue the campaigns after a one quarter break to digest their full pipeline.




Callbox Opening Comunication Lines [CASE STUDY]

Callbox: Opening Communication Lines


CASE STUDY



Callbox: Opening Communication Lines


THE CLIENT



ABOUT

The Client is a leader in the SMB marketplace for Business Phone Systems and Applications. Their services include the design and installation of structured cabling, equipment installation and maintenance, and voice and data networking, including LANs, WANs, routers, hubs, switches, firewalls, and high-speed internet access. Their expertise includes designing and installing cabling for everything from small offices to large, multiple site locations.

Business is headquartered in Lemont Illinois with branch offices in Santa Fe Springs and Sacramento in California. They provide IP-PBX systems, IP-enabled Systems, VoIP Phone Systems, VoIP solutions, VoIP Technology and traditional TDM systems. For carrier-based services, they offer T-1, ISDN-PRI T1, dedicated internet access, integrated voice and data T-1′s, DSL, and more. The Client strives to be a single-source solution for companies’ telephone, video, and data communication needs. The Client engaged the services of Callbox in September 2006.



THE CHALLENGE



The Client’s objective was to see an increase in the number of its sales leads so that it could service more customers in the areas where its facilities were located. The Client has its own sales representatives for each county but they felt they needed supplemental support in searching for leads and wanted these leads forwarded to their in-house sales representatives for follow-up.

The Client searched for an outsourcing partner to help provide leads for its sales reps. Aside from this, the Client wanted to help their customers save on telecom bills by introducing and offering their affordable services as an alternative to other telecom providers.



THE CALLBOX SOLUTION



To achieve the Client’s objectives, Callbox carried out a lead generation and appointment setting campaign.

Taking its cue from the Client’s instructions, Callbox agents adeptly qualified leads and set appointments and forwarded these to the Client’s sales representatives. The 3-seater campaign focused on targeting small to medium sized businesses and a few large ones. No particular number of leads was required by the Client, so Callbox, equipped with research tools and a diligent team of agents, made calls and delivered leads according to the needs of the company.

The Callbox team made 160-200 calls per day for the Client. Callbox agents inquired about the current phone systems of target businesses, determined their level of contentment with their current telecom provider and asked them if they were interested in upgrading or adding features.



RESULTS



Callbox generated a total of 303 leads for the Client during the 8-month campaign. Each seat successfully generated 1-2 appointments per day, 25-30 appointments per month for Client’s sales team. The Client took a break in January 2007 to digest its full pipeline and resumed partnership with Callbox.

The Client ultimately profited from choosing Callbox as their outsource partner.




World's Computer Giant Gets Even Bigger with Callbox [CASE STUDY]

World’s Computer Giant Gets Even Bigger with Callbox


CASE STUDY



World’s Computer Giant Gets Even Bigger with Callbox


THE CLIENT



ABOUT

The Client is a global systems integrator and provider of end-to-end enterprise IT and software solutions. Its service portfolio includes strategic outsourcing, IT consulting, application management, training, small business services, asset recovery, and software services. It serves a huge client base in 170 countries with several business partners around the world.



THE CHALLENGE



The Client wanted to expand its market and open new accounts in the Asia-Pacific Region with as little difficulty in finding qualified leads as possible. Not satisfied with the performance of its previous telemarketing provider, it actively sought for a better lead generation carrier.

The Client had the following requirements for this campaign:

  1. Highly flexible, non-scripted telemarketing approach to fit the different needs of various sets of projects.
  2. Technically sound telemarketers to promote the Client’s software and IT products, and answer technical questions from prospects.
  3. Excellent lead generation and appointment setting skills to produce substantial business leads in a limited time.

Having raised the bar, and seeing Callbox’s previous experience in b2b lead generation for multi-level marketing campaigns, the Client greenlighted the partnership.



THE CALLBOX SOLUTION



The Client hired Callbox in July 2009. A brief kick-off meeting was held where the Callbox agents were trained on how to present the Client’s offerings including fourteen different software and three hardware products. The Client instructed Callbox to generate a database of potential customers in the Asia Pacific. To their amazement, Callbox had already prepared a comprehensive list of contacts from its own contacts database. With the entire team geared up, the calling campaign started without delay.

Customer Nurturing Campaigns
Callbox deployed three customer nurturing projects designed to identify and communicate with the Client’s business partners in Malaysia. The first one was launched in August 2009 to introduce the Client’s reseller incentive programs, and promote their new products and services. It was followed by two more projects aimed to verify the contact details of the Client’s business partners, and to update them on the new reseller certification courses offered by the Client through its continuing education program.

Lead Generation and Appointment Setting Campaigns
The next set of campaigns was a lead generation project launched to support the Client’s marketing team in Asia-Pacific. One campaign was launched in behalf of its business partners in Singapore to market back-up storage solution. Time was of essence in this campaign, and Callbox was given three weeks to call prospects and deliver as many leads as it could generate. It was soon followed by a much bigger campaign aimed at generating sales leads for sixteen Client Business Partners in four countries (Singapore, Malaysia, Indonesia, and the Philippines). The density of the campaign was a huge challenge. Callbox submitted daily and weekly reports so that the Client’s salespeople could respond to new leads and appointments without delay. Lead distribution was facilitated through PipelineCRM, allowing the Client a real-time dashboard view of lead activity.



RESULTS



The five successive campaigns ran flawlessly for over a year, generating excellent results for the Client:

  • Callbox produced a total of five hundred qualified leads resulting in increased sales activity among the Client’s salespeople.
  • New accounts were opened adding significantly to the Client’s customer base.
  • Callbox was able to contact and work with the Client’s fifty business partners in the Asia-Pacific region.

Pleased with the competence, exactness, and success of Callbox’s performance the Client’s business partners often expressed satisfaction:

“You are a great gun. Keep it up mate. Good work. This team is good. The information provided and quality of leads is much, much better than what we had from two other options we had earlier. This is real call success rate. This team is giving similar results to what our own internal team was doing. Finally we have some thing working.”

“I am pleased to say that the team has done a very good job in calling and generating leads for our organisation. I am sure we will have another round of campaigns with your team very, very soon. Loved the way your team works timely reports, timely information regards the leads, proper scripts. Good. Keep it up!! Best part is you understood what we are selling and devised your own process & ways to help us position & qualify a lead. Very Good.”

Since then, the Client continued to renew contracts regularly, and invited Callbox to take part in their ASEAN marketing plans for the year 2011.




Callbox Delivers Intelligent Solutions to Speed Up Market Access [CASE STUDY]

Callbox Delivers Intelligent Solutions to Speed Up Market Access


CASE STUDY



Callbox Delivers Intelligent Solutions to Speed Up Market Access


THE CLIENT



ABOUT

The Client is a private company of internet marketers, web designers and developers, and web technology experts providing a wide range of internet solutions to various internet-based companies. Its online business solutions include web design and applications development, internet marketing, project consulting, e-commerce, and interactive development.



THE CHALLENGE



Over the years, the Client was performing well with its own sales team dialing for prospects and closing sales. Though their services were known to be superior in the industry, and repeat business was substantial, they found that they had to devote too much of their limited time to prospecting for leads. The Client needed to find a more productive way of generating business leads and face-to-face appointments without consuming the time allotted for presenting product demos and closing sales.

The Client had the following specific objectives:

  • To speed up market penetration
  • To ensure an ongoing flow of leads into their pipeline
  • To increase their lead-to-sale conversion ratio

After thorough planning and consultation, the Client decided to experiment with outsourcing for the first time, and chose Callbox as a strategic enterprise partner.



THE CALLBOX SOLUTION



The Client came to Callbox to develop and launch an initial three-month cold calling campaign as a pilot project to see if they could produce a sufficient number of leads to increase sales. The campaign began with a thirty-minute coaching session conducted by the Client and attended by a Callbox agent, team leader, and an account manager. Callbox’s broad experience in lead generation and appointment setting for all types of internet business solutions allowed the team to quickly recognize the particular needs of this client’s campaign.

Callbox used the script provided by the Client to create various sets of customized proposition messages to best fit the various industry sectors targeted in the campaign. This made the campaign largely unscripted but more personal and highly effective to each target sector. Callbox capitalized mostly on its own contacts database to identify potential prospects and increase the number of contacts of senior level targets.

The first campaign was launched in April 2010. Every Thursday, the Client was provided with weekly activity reports on pipeline and lead activity, appointment dates, and the overall campaign status.



RESULTS



The campaign was successful and extended the three-month pilot project into a nine-month rolling deal.

  • A total of 139 leads and 103 appointments was generated as of October 2010.
  • Callbox averaged 185 calls and 162 contacts per day, achieving a stunning contact rate of 87.8% (18,330 contacts out of 20,859 calls).
  • The Client reported four sales and dozens of warm proposals in October 2010 alone.
  • A total of 424 contacts expressed specific interest and requested future callbacks.

The Client is set to recontract in January to formulate its plans for 2011.




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.




Print Solutions Provider Makes the Switch to Telemarketing [CASE STUDY]

Well-Documented Multinational Company Switches to Telemarketing, Lowers Cost Per Lead by 60%


CASE STUDY



Well-Documented Multinational Company Switches to Telemarketing, Lowers Cost Per Lead by 60%


THE CLIENT



ABOUT

The Client is a leading managed print solutions provider offering a wide range of office printers, multifunction devices, copiers, and software solutions to help its clients manage information and workflows efficiently. With over 60 years’ experience in document management outsourcing, the Client currently has over 15,000 employees across 160 countries.



THE CHALLENGE



The Client tried various methods to generate sales leads (offline/online advertising, sales promotions, mobile marketing, etc.) but with the amount of manpower, materials, and budget allocation these methods required, the cost per lead was spiraling. Additionally, outcome from their previous campaigns was difficult to measure and the resulting leads offered little potential for conversion.

Looking for a more straightforward lead generation method, the Client figured telemarketing provided the best value because while it was not the cheapest in terms of cost per lead, it was superior at producing high quality sales leads to effectively make back the difference in cost.

The Client had one goal: To increase the number of highly qualified sales leads and business appointments delivered regularly to its sales team to keep them constantly engaged in revenue-generating activities. The Client specified the target criteria: companies with 500 to 2000 employees and annual revenue of $50 million to $2 billion. Success call criteria were based on the prospect’s agreement to be contacted by Marketing Consultants of the Client.



THE CALLBOX SOLUTION



Callbox segmented a list of potential customers in Singapore, Thailand, and Malaysia, targeting decision makers in Manufacturing, Financial, Retail, and Insurance industries.

For this campaign, Callbox chose a technically sound telemarketer who could communicate product features, benefits, and advantages fluently. The Client provided training on product specifications to equip the caller with sufficient knowledge to address technical inquiries.

Because of its technical nature, the calling process was largely unscripted. Every call contained questions which required off-the-cuff responses resulting in spontaneous and more personal dialogue with prospects. Experience proved to be an important part of this campaign particularly in terms of handling technical questions and convincing prospects to try out a new product or service.

To ensure that the Client’s expectations were met, Callbox set up stringent quality checks at every stage of the calling process. Each outbound call was recorded and reviewed to constantly measure the caller’s performance against the Client’s requirements.

The Client asked for regular reporting on the progress of the campaign so it can track daily performance against goals at a glance. As needed, conference calls were held between the Client, Callbox agent, and Campaign Manager to brainstorm new ideas and address challenges encountered by the caller.



RESULTS



As a direct result of this campaign, the Client experienced a surge in inbound inquiries, giving its sales team sufficient prospects to follow-up. The calling campaign generated a total of 139 highly-qualified sales leads at 26% contact rate, with dozens more who agreed to be contacted by the Client’s sales team. Overall, cost per lead was reduced to 40% of what it would have cost using the Client’s previous lead generation methods. The Client was very satisfied with the results and plans on working with Callbox again in the near future.




IT Firm Uses Callbox to Divide and Conquer Market [CASE STUDY]

IT Firm Uses Callbox to Divide and Conquer Market


CASE STUDY



IT Firm Uses Callbox to Divide and Conquer Market


THE CLIENT



ABOUT

The Client is a renowned IT consulting firm based in the US. It provides IT solutionsused by well-known commercial organizations and government institutions to improve operational efficiency and reduce telecom costs.



THE CHALLENGE



The Client hired a North American telemarketing firm to promoteits products.While the telemarketing companywas able to deliver good numbers,the Client recognized that much of its time was spent meeting and dealing with people who were not ready to engage or ultimately unqualified.

To make best use of its in-house resources, the Client sawthe need to refine its appointment setting process by segmenting its market and creating definitive profiles of its potential customers. The Client’s main objectives were:

  1. To identify more narrowly defined potentialcustomers and how to best reach them.
  2. To allocate more accurately its sales resourcesto meeting sales-qualified prospects.


THE CALLBOX SOLUTION



The Client signed up with Callbox for a profiling campaign aimed at gathering information on the Client’s market. With the Client’s help, Callbox outlined a set of survey questions designed to evaluate each company’s communications set-up and existing voice and data contracts. Callbox then used this data to map the expiration dates of contracts and identify prospects with near-term requirement for a new voice and data provider.

While Callbox did not engage in actual selling,it gathered valuable insights to help the Client delve deeper into its market, focus on the right people, and determine the best time to follow up and set appointments with qualified sales leads. Callbox segmented prospects taking into account their location relative to the purchase decision process, budget, purchase history, and urgency of need.The Client worked closely with Callbox throughout the campaign, being particularly conscientious in following up leads on time.



RESULTS



The success of this campaign is best shown by the Client’s decision to re-sign with Callbox for an extension of the campaign period. Additionally, the Client included three additional states to its target market resulting in increased sales activity. Using the data generated from this campaign, the Client defined the best approach and the most relevant message for each prospect in each segment. This significantly reduced the number of wasted calls, increased efficiency, and improved overall sales output.