Callbox Takes Systems Integrator Leader From “Test” To “Trust”

CASE STUDY



Callbox Takes Systems Integrator Leader From “Test” To “Trust”


THE CLIENT



ABOUT
The Client is a leading provider of Cloud Integration and Supply Chain Integration Solutions. The services they provide help businesses simplify integration, automate processes and improve collaboration and visibility to global trading partners.

Originally founded in 2005 as a B2B-focused consulting firm, they later evolved, acquired and developed key technologies to address the growing needs of collaboration in businesses worldwide.

TARGET INDUSTRIES
B2B Trading with AR US$100M to 2B

TARGET LOCATIONS
Entire US


THE CHALLENGE



Despite working with some providers whom the Client relied on in getting new business, finding interested companies to engage with their services for the long term was a challenge. The Client figured out that the issue was rooted in two causes:

  1. Contacts that weren’t fully profiled. Most of their current customers may not be the best candidates to maximize the whole range of collaboration solutions the Client has to offer and sign on with the Client for longer contract periods.
  2. Lack of probing efforts to uncover the need from prospects like, which integration solutions would best fit to integrate and automate their business processes.

With the hope to find key solutions to the problem, the Client searched for another marketing provider – a lead generation/appointment setting company who can provide them with a list of accurate contacts and quality appointments with interested prospects who have the need for cloud integration and supply chain solution services, and who would most likely keep a long-term engagement with them.


THE CALLBOX SOLUTION



Past experiences with providers who delivered less qualified appointments have made the Client become quite skeptical about what Callbox’s multi-channel marketing campaign program can do to better their current business status. For them, the first 3-month campaign term they signed up was a “test”, but for Callbox, as always, it was a “commitment”.

In order to address the Client’s challenges on contact accuracy and 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 prospects appropriate probing questions to uncover business needs. These were significant factors in generating high converting appointments.

To make these processes continuously run throughout the whole campaign period, the Callbox team employed the Callbox Pipeline Lead Nurture Tool which efficiently automated tasks that streamlined the workflow:

  • Contact profiling was efficiently processed through the Lead Nurture Tool’s list cleansing feature, by automatically sending invalid contacts to support lists for the research team to wash and update.
  • Custom emails were automatically sent to prospects in a scheduled manner. The actions taken by prospects like clicking a website or submitting a form, sent real time alerts to the caller to promptly respond or call them.

The Callbox Pipeline Lead Nurture Tool was vital in keeping the calling list accurate throughout the whole campaign duration, and broadened the chance for the caller to reach the right prospects at the right time, when they are most available to talk, thus resulting to a very impressive turnover at each end term:

1st term (3 months) – 49 appointments (4 seats)
2nd term (5 months) – 94 appointments (4seats)
3rd term (3 months) – 197 appointments
4th term (3months) – 360 appointments


“Another good one, good fit. Keep em coming. A little small, but they have the need for sure.”

“I’m happy with the leads for these past couple of days. Just had a call with (company) earlier and it was a very good call. Good job!”

“Another good call. Sending an initial proposal over now”

“There was a great improvement on the quality of the leads for the past couple of months.”



RESULTS



With Callbox’s skillful profiling methods, the Client now keeps a well-profiled list of contacts – customers who fully require collaborative commerce solutions; and through intensive probing, the team was able to uncover business needs. This has helped the Client tailor the best solutions for customers and get them to sign up for longer term contracts.

The Callbox multi-channel marketing campaign delivered a total of 700 appointments over a period of 14 months. Approximately 25% or 175 of these leads agreed to receive proposals and with a close ratio of 12%, the Client stands to gain a total of $1.3M worth of incremental revenue from Callbox-generated leads.

Currently, they are actively nurturing over 150 leads, and anticipating further success in the coming year.

The Client greatly acknowledges Callbox’s best efforts to unleash their business potentials and achieve their goals.


“It has allowed us to focus on what we do best instead of cold calling or generating lists. Callbox is very efficient in these areas and has economies of scale that we simply cannot produce on our own.”


A well-profiled contact list, high converting qualified appointments, upscaled sales revenue and long-term business engagements – all these have reversed the Client’s skeptical view on Callbox’s Multi-Channel Marketing Program from a mere “test” into a “trustful” business partnership.



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

CASE STUDY



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


THE CLIENT



ABOUT
Established in 1998, the Client is an Australian-owned cloud, data centre and connectivity provider. Specializing in enterprise cloud, robust data centres, managed connectivity solutions and multi-provider internet services, the Client’s network extends throughout Australia with its own points of presence in five states.

TARGET INDUSTRIES
Small to Medium Industries

TARGET LOCATIONS
NSW, Australia

TARGET EMPLOYEE SIZE
10-500 employees

TARGET ANNUAL REVENUE
A$2 million


THE CHALLENGE



In 1999, the Client partnered with Optus to wholesale Internet Protocol (IP) Services to middle-tier ISPs and voice service providers in Queensland, and extended its market to Sydney in the mid-aughts. The Sydney operation did quite well in the first five years, maintaining a good number of customers.

However, in recent years, the Sydney operation fell into a predicament where Annual ROIs barely moved up as in-house sales and marketing schemes became ineffective at acquiring new customers. The Client knew that in order to increase their clientele list, more advanced sales and marketing methods and tools were needed. But this also led them to another challenge: they were not equipped with the best tactics and tools for scaling up their sales numbers.

After some foresightful study, the Client took a backseat from the situation and decided to outsource their sales and marketing efforts with Callbox.


THE CALLBOX SOLUTION



Callbox and the Client were a match made in heaven.

The first project was a single-seat, 3-month appointment setting campaign that initially ran with scaled-back activities, which were gradually increased as the campaign proceeded.

Both Callbox and the Client kept the database containing specific zip codes from the Sydney area accurate and up-to-date through regular list scrubbing and prospect data profiling. This process significantly reduced invalid records, allowing the campaign to reach a greater number of prospects.

Along with managing the campaign database, the Client worked closely with the assigned agent by providing insights and feedback on how to deliver a compelling pitch about the solution’s key benefits and overall messaging strategy, while helping the agent to sharpen her fundamental appointment setting skills, resulting in a higher output of quality leads.

Moreover, Callbox Pipeline’s marketing automation features for lead management, campaign monitoring and lead nurturing helped the Client stay on top of the campaign. Callbox Pipeline served as the campaign’s central hub for monitoring prospecting calls, follow-up emails, and booked appointments, providing real-time tracking and project management capabilities. As per the client, “it’s a neat diary”.


RESULTS



With the help of Callbox Pipeline and Callbox’s multi-channel marketing program, the team booked 24 appointments in the first two months of the three-month campaign period – good news not only to the company’s directors but most especially to their partner Optus. These appointments represented a significant 62% surge from their average conversion rate for the last three years.

But the best was yet to come. On the 3rd month, things got off to a flying start as sale after sale came in.

A few feedback from the Client during this time included:

  • “Hi Team, FYI, we are about to get our first large deal signed off. Thank you and your team for the fantastic result. Keep them coming!”
  • “Hi Team, I hope all is well. Some more good news, I have converted another lead this week. Please pass on my thanks to the team & keep up the good work!”
  • “Team, What a great way to start the New Year! Thank you very much.”

Callbox’s multi-channel marketing program and Callbox Pipeline were exactly the perfect pairing of strategy and technology that the Client needed to achieve a 33% sales increase in six months’ time. After two campaign periods that closed 3large multinational deals, the Client’s sister company, a web design firm, also signed up for a lead generation campaign with Callbox.

As for the Client, these results helped win their trust and confidence in Callbox, leading them to refer another Optus-partner company to work with Callbox for an appointment setting campaign.



Integrated Campaign for UK’s Leading Workflow Automation Solution

CASE STUDY



Integrated Campaign for UK’s Leading Workflow Automation Solution


THE CLIENT



ABOUT
The Client is a leading provider of enterprise workflow applications software and automation solutions that help increase efficiency and simplify business processes through process-driven applications. Based in London, UK, the Client serves a stable of more than 1500 corporate clients in 40 countries, with over 1 million users worldwide.


THE CHALLENGE



The Client was seeking to drive attendees to its Microsoft SharePoint Seminar in London. Its immediate goal was to produce high quality sign-ups. However, the overall objective was to generate and deliver to its inside sales team sales resources that are fully-qualified and with near-term requirement for the products it offers. The Client had no experience in outsourcing its marketing function, and the result of this campaign would determine whether or not it would consider similar projects in the future.


THE CALLBOX SOLUTION



Callbox had an excellent campaign with the Client’s main branch in the US, and was recommended by the latter to its UK office. The Client hired Callbox to make outbound calls inviting prospects to its Microsoft SharePoint Seminar in London. After making thorough preparations, Callbox then started the campaign, targeting CEOs, CIOs, CFOs, and Finance, and Operations Managers outside London. This project was a huge challenge for the team as it involved inviting prospects to an event that would require them to travel for several hours mostly by land.

With two weeks left in the project, Callbox proposed an integrated two-phase campaign to make a shift from event invitation to lead generation marketing to which the client agreed. The Callbox team proceeded with the lead generation campaign right away, focusing on promoting the client’s workflow application for the police and fire services around London, UK area. Callbox was able to mine the Client’s existing contacts database to identify hundreds of potential customers. This campaign targeted IT Managers, ICT, CIOs, HOD ITs, and IT Directors.

Throughout the campaign, Callbox communicated regularly with the Client through PipelineCRM, which allowed the Client to monitor campaign progress in real-time.


RESULTS



Despite the difficulties encountered during the campaign, Callbox was able to produce significant results for the Client.

  • 15 qualified leads in 22 calling days
  • 412 positive contacts out of 1912 (22% contact rate)
  • 38 contacts scheduled for follow-up
  • 55 requested for additional information

Additional benefits of this campaign include enhanced brand and product awareness, and acquisition of business intelligence and other significant data about the Client’s market. Most notably, this campaign inspired the Client to consider a change in marketing practices with outsourcing.

Needing more time to close the leads, the Client decided to put the campaign on hold, but expressed willingness to run another lead generating project with Callbox in the near future.