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Callbox and the Quartered Success of The File Transfer Expert

CASE STUDY



Callbox and the Quartered Success of The File Transfer Expert


THE CLIENT



ABOUT
A group of file transfer software experts from Germany founded this File Transfer Appliance Company in 1996 which later spanned to France and Singapore in 2007.

The company stands on a mission to offer the latest Hardware Technologies coupled with the leading Software Solutions as “Plug-and-Play” appliances designed for security problems and compliance tasks.

TARGET INDUSTRIES
Oil & Gas, Architecture firms, Precision Engineering firms, Property Developers, Advertising Media or Graphic Design Houses, Large Manufacturing companies, Government-linked companies, Lawyers, Health, Pharmaceutical companies, and Building and Construction

TARGET PROSPECTS
Directors, Business Owners, IT Managers, Person in Charge of IT

TARGET LOCATIONS
Singapore & Malaysia

TARGET EMPLOYEE SIZE
More than 20

TARGET ANNUAL TURNOVER
More than SG$ 2 Million


SUMMARY



The campaign’s initial run in April 2011 mainly focused on the Singapore market. The client preferred to cater to companies that send out big files. These are companies that have worldwide presence and do site-to-site file sending, or those that require file-sharing with their resellers or customers.

The initial campaign production delivered 19 leads. Such number was instrumental to the client’s positive decision to renew for another campaign that was even more impressive with 34 leads. Since then, the team continuously worked on for the lead generation campaign. The number of leads fluctuated but nevertheless quality was maintained at its best. The following campaign period brought in 28 leads with positive contacts at 63%, the next with 26 leads at 50% positive contacts, followed by another month with 35 leads at 71% positive contacts, and proceeded to another renewal month with 14 leads at 71% positive contacts and the last month with 23 leads at 76% positive contacts.

As the Singapore database was close to being exhausted, Callbox proposed to the client to divert its focus to other countries. In 2012, Malaysia came into the picture and kicked off with 30 leads in the 1st run, and went on alternately running MY and SG markets for the rest of the campaign period, with 18-20 leads per month, renewing contract after contract of 3 or 6 months, until the final leg in May 2015.

table

THE CHALLENGE



Quality vs. Quantity

The campaign required the Callbox team more effort compared with the other campaigns. The leads that were passed were strictly qualified based on the set criteria, which were subjected to the client’s scrutiny and approval.

Database Use

The 4-year run made the most of its target database of contacts. Towards the end of the last 2 months of the campaign, both the Malaysia and Singapore databases went all in, as both target markets have been saturated, yet the campaign was still able to produce 18 leads at the least.


RESULTS



This is one of the most successful and longest running campaigns in Callbox. But how was this huge success achieved?

The client truthfully engaged himself with the campaign by sharing full product knowledge with the team by conducting a thorough training on the product specifications, features and usage benefits.

The Callbox team had a first-hand experience of the product as they were able to practically navigate its interface which helped the calling agent efficiently position the offer to the prospects. These best practices also made the leaders effectively coach the caller on the challenges encountered in the calls, making them able to easily address issues that arise from day to day calling.

All available resources in Callbox were utilized.

Calling, sending of emails and other marketing resources like the social media were substantial to the exceptional results of the campaign.

Definitely, this campaign has made history with Callbox.



Turning Targets to Sales-Ready Leads with a 50% Shorter Lead Nurturing Cycle

Targets to Sales-Ready Leads with a 50% Shorter
Lead Nurturing Cycle

Callbox Multi-touch Multi-Channel Approach:
Turning Targets to Sales-Ready Leads With a 50% Shorter Lead Nurturing Cycle

A Callbox Multi-touch Multi-channel Campaign is essentially a Comprehensive Marketing Funnel designed to unearth opportunities from an initial list of prospects compiled from basic target demographics, and deliver them to a client as qualified, pitch-ready, warmed-up sales leads.

The Callbox method combines the efficacy of highly-personalized traditional marketing communication with the intelligent efficiency of automation. In our years of experience, we have found that touches via phone and email remain to be most effective at establishing connections in the B2B world. Data from various campaigns also clearly suggests the importance of timing. Our findings on optimizing triggers and actions form the basis of our Callbox Pipeline’s design. In its latest incarnation, the Callbox Pipeline provides clients with a flexible, user-friendly platform for Lead Nurturing.

This case study traces the success of a B2B client from effective utilization of Callbox’s Lead Generation and Lead Nurturing technology.

Client Profile

The client was the North America marketing manager for a software company specializing in SAP enterprise software solutions and business intelligence. The company is also an SAP consultancy with expertise in areas of SAP Implementation, Process Upgrade and Data Management. The company has roots in Canada and wanted to expand into the US market.

The client was introduced to Callbox by an IT solutions business through the Callbox Referral Program. The California-based referrer company has been running a campaign targeting businesses nationwide with Callbox since January 2015.

The client had worked with two other vendors for telemarketing services and three email service providers in the past. While these vendors were able to deliver basic calling and mass email services, the client needed a more efficient and comprehensive solution that could work seamlessly across both channels. Working with separate vendors for each channel left the client’s sales team the burden of coordinating campaign activities on different platforms, setting up each component of the campaigns themselves and much time spent on prequalification of leads generated.

Callbox’s proposal for full service multi-touch multi-channel lead generation was found to be a more costefficient and all-inclusive alternative compared to contracting separate marketing services independently. The promise of a campaign greater than the sum of its parts and time savings on the client’s part allowing them to focus on sales efforts were part of the reasons behind the client’s decision to partner with Callbox.

The Target Market

The company wished to increase its market presence in California, New York and Texas. While the company has had customers from a wide range of industries, the client wanted to focus the campaign on the Manufacturing sector.

Companies with annual sales of $1M to $500M and with 10 to 2000 employees were included in the database.

Around 1500 records for each of the three states were mined from the Callbox Data Warehouse based on these parameters.

Campaign Objectives

  • Gather information on the prospect’s setup and plans concerning their company’s enterprise software
  • Arrange for a face-to-face or phone meeting with one of the client’s team of SAP Consultants
  • Send out an EDM (electronic direct mail) with a link to a video showcasing the client company’s latest suite of enterprise software solutions
  • Obtain a fully-profiled contact list for upcoming marketing efforts


Marketing funnel

A Callbox appointment is created when a prospect goes through the five stages of the marketing funnel. Our Lead Nurturing methods are designed to move as many prospects from one stage to the next, and allowed the client to obtain the most possible number of meetings.

Contacts

The Callbox Data Warehouse is comprised of over 50 million business records in over 7 countries. With the aid of our Data Specialist and our data mining tools, the client was able to zero in on the portion of this data pool that matched their market criteria.

Conversations

To begin converting inert contacts into leads, Callbox initiated a Conversation – an exchange over phone or email with a prospect. Multiple contact attempts and pre-conversations with gatekeepers, recommenders and evaluators were often needed in order gather information on and establish contact with a prospect. In the conversation stage, the prospect was given a presentation of client’s offer.

Inquiries

Positive responses to a presentation were classified as inquiries. Inquiries often involved an initial request for information (brochure). Some cases required Callbox to make follow up calls and/or emails to confirm interest and check if the lead is ready to move to the next stage.

Qualified Leads

Whenever a prospect makes a contact request to get a full presentation and/or formal proposal from the client, the lead is said to have graduated to this stage. In cases when the prospect had an immediate need and very high level of interest, the leads were converted directly into Qualified Leads from the Conversation stage.

Booked Appointments

In this stage, final preparations were made prior to endorsing the lead to the client. As required by the client’s qualifying criteria, screening questions were asked according to the approved call script. The prospect was also booked for a face-to-face or phone appointment with the client’s representative.


Multi-touch Multi-Channel Approach

Callbox effectively combined six different channels to initiate contact, generate conversations and responses from prospects, and nurture leads.

Targeted Email

Email copies were formulated to have attention-grabbing subject lines, brief but precise body text and compelling calls to action in order to generate the most opens and replies. A total of 15,000 initial and follow-up emails were sent via Callbox’s email system — fully equipped with open and click tracking, and KPI reporting. The campaign’s Lead Nurturing schemes relied mostly on Callbox Pipeline’s programmable email marketing triggers.

Calling

Outbound calls facilitated by Callbox’s Dialer System ensured that more than 200 live calls were made 8 hours a day, 5 days a week. Callbox Pipeline also allowed the calling agent to efficiently leave pre-recorded voicemail messages.

Web Visits

A landing page was created to complement the campaign’s outbound efforts via email and calling. Designed with professional and marketing aesthetics in mind, it featured the client’s brand and highlighted the main features of the client’s software. The landing page was also equipped with a web form to allow prospects to send in a contact request.

Social Media

Callbox Pipeline’s integrated Linkedin features allowed the Callbox team to find matching Linkedin profiles for each prospect in the contact list. Linkedin connection requests were sent to as many contacts as possible with an accompanying introduction text. Client also opted to have Callbox send out messages to all connections made as another possible avenue to generate leads.

Postal Mail and SMS

The client was one of the first to take advantage of Callbox’s supplementary snail mail and SMS capabilities. For this campaign, these channels were used to deliver promotional postcards to the prospects’ business address and send out mobile appointment reminders.


Nurturing Leads The Callbox Way

Lead Nurturing was the key to this campaign’s efficiency and success. The client was able to take full advantage of the Callbox Pipeline’s dragand-drop Lead Nurturing suite and the Callbox team’s knowledge of multi-channel lead generation best practices

Callbox Pipeline’s tools for Lead Nurturing allowed the Callbox team to maximize the campaign hours and reserve manual effort for more critical tasks (eg. presenting to prospects, customized email response handling) and left most of the repetitive and time-sensitive legwork to automation.


I. Online lead Nurturing Scheme

An Introduction email was sent out to all email contacts in the prospect’s list (See Fig. 3). Three follow up emails spaced five days apart were programmed to be sent out to contacts who had no opens recorded, allowing multiple opportunities to convert contacts into opens.

Emails were mostly set to send out between 8:00AM to 10:00AM local time, as these were determined to be the optimal hours for email blasts based on Callbox analytics. Latter follow-up copies were set to send out at 4:00PM- 6:00PM to increase the chances of generating opens if the first attempts were unsuccessful.

Contacts who opened the email and visited the landing page were added to a Priority Call List for further nurturing by phone.

Email responses and inquiries from the landing page are logged into the Callbox Pipeline and inquiries not converted into booked appointments after three days were lined up for a round of follow-up emails.

By the end of the Online Lead Nurturing Cycle, all contacts with no opens recorded were also collected into another Call List, to which the Call Lead Nurturing Scheme was applied.

Web Inquiries

Prospects were led to the landing page primarily via email sendouts. Each contact request sent in by a prospect was received by the Callbox team as an email notification and treated as in inquiry.


II. Call Lead Nurturing Scheme

Automated actions under the Call Lead Nurturing Scheme (See Fig. 4) were determined by the Call Result Tag applied to the contact after each call attempt. Callbox Pipeline was programmed to send out different email copies if the call resulted in (a) no contact with a prospect, (b) a prospect requesting for a follow up or a (c) non-interested prospect. Email brochures and meeting reminders were sent out automatically to all booked appointments.

Campaign Results
Production and other KPIs

By the end of the campaign term, the client was averaging 12 face to face meetings and 23 phone appointments per week. The client’s sales team was able to move 82% of all appointments into proposal stage and garnered 2 closed deals within the first two weeks, generating a three-fold return from their initial investment in the Callbox campaign.

Of the 15,719 emails delivered, 2247 opens (14.3%) and 193 click-throughs (1.2%) were recorded. 218 inquiries were generated out of 943 total replies received. Email marketing contributed to roughly 38% of all appointments generated while meetings from contact form inquiries comprised another 9%.

Out of the 9046 records comprising the initial campaign list, 7870 records (87%) were fully profiled, complete with verified names, job titles and email addresses.

“Both my marketing team and sales team are very happy. Marketing sits back and only has to monitor because they have done their job on the setup and almost everything is automated; while my salesforce are very busy fulfilling booked appointments.” says the Client’s CEO

Below is the number of Targets on each stage of the Marketing Funnel after only 12 weeks in the Callbox Multi-touch Multi-channel Lead Nurturing Campaign.

With the Client’s previous telemarketing and email marketing service providers, the Client was able to convert 2% of raw targets into booked appointments only after running the campaigns for about 6.5 months or 26 weeks. Callbox cut this time into half, and significantly moved more targets into the later stages of the marketing cycle. This was enough to convince the Client to expand the number of campaigns they are running with Callbox.


Marketing Funnel Conversion Summary

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 inkjet (CIJ), laser marking, thermal inkjet (TIJ), thermal-transfer overprinting (TTO), case coding and labeling, and wide array printing.

TARGET AREAS

SG, AU, MY, PH, TH, KR, IN, US, CM, LA, MM

TARGET INDUSTRIES

Construction, Automotive, Electronics, Pharmaceutical, Medical, F&B, Industrial

TARGET PROSPECTS

Production, Quality, General Management, End users, Production Managers, Maintenance Managers and Purchasing / Procurement Managers, Operation Managers, Facilities Managers, Finance Managers


HIGHLIGHTS

  • Spearheaded 3 successful customer profiling campaigns across the Client’s target regions
  • Accomplished The Client’s requirement of 10,000+ profiled contacts with 99.99% data accuracy
  • Generated several warm leads and appointments from the pool of profiled contacts

CAMPAIGN RESULTS

Call-to-Invite Campaign results


CUSTOMER PROFILING CAMPAIGN


Asia Pacific Region
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 the 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 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.g to industry and business size.
  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 in 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 re-verification, until such time that all records are checked for accuracy.

Campaign 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.



PILOT LIST BUILD CAMPAIGN


India and Korea
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.

Campaign 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.



CUSTOMER PROFILING CAMPAIGN


India
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 in 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: USA

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.

Campaign 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 in a shortened sales cycle on the Client’s part, which is expected to 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.



Leading Online Company Profits with Live Phone Operators

CASE STUDY



Leading Online Company Profits with Live Phone Operators


THE CLIENT



ABOUT
The Client is a worldwide market leader in online hotel reservations; provider of fast, secure and easy-to-use booking system with access to over 35,000 hotels, inns, B&Bs, and resorts. The Client was losing online sales due to both seasonal and irregular network congestion. They believed that frustrated customers were abandoning the sales process when browsing seemed too slow. Factors beyond their control did not allow them to “fix the internet”.


THE CHALLENGE



The Client believed they could save these abandoned sales by making their online reservation system available over the phone, allowing potential customers to talk to a live operator 24/7. They decided to provide a prominently displayed toll-free number on their website believing that live operators could keep the customer on the line until closing the sale during congested periods.

By electing to outsource, they hoped to find a single experienced call center could cut costs by managing both incoming phone sales and customer service for cancellations or reservation modifications.


RESULTS



By boldly choosing to support their online business with live operators, they discovered that far from cannibalize their online channel, they strengthened it, even created a new channel of dedicated phone customers, and simultaneously offloading management of customer service requests to Callbox.

  • Customer confidence increased phone channel sales across the board by attracting customers who had not and would not use the online system.
  • Repeat sales increased due directly to Callbox agent friendliness. Customers regularly requested the Agent’s name, and requested the Agent by name on subsequent calls.
  • New and more customer-oriented sales outlet
  • Reduced costs by more than 50% per customer


Callbox Dishes Out The Leads

CASE STUDY



Callbox Dishes Out The Leads


THE CLIENT



ABOUT
The Client is one of the premier retailers of Dish Network, the United States’ lowest priced all digital satellite provider. Dish Network offers a variety of HD programming such as theater-quality movie channels, educational and nature programming, Pay-Per-View HD movies, and HD broadcasts of special events, including concerts, boxing matches and professional sporting events.

The Client offers TV and entertainment packages that are put together to give choice and value, loaded with popular options for a low price as well as very affordable equipment upgrades.


THE CHALLENGE



  • Growth
  • Existing competition
  • Insufficient in-house support

Providing satellite sales, installation and service throughout the US was not easy for the Client which was a young company. It saw the need to grow, not only in terms of client base but in customer service capacity as well, in line with its goal to provide outstanding service to its customers. The Client faced stiff competition from huge cable providers all over the US so it needed a major marketing campaign to introduce its company, its offers and retain a loyal set of customers. An attempt at in-house sales operations was made by the client, but did not generate as many customers as expected. The Client saw the need for a partner to reach its target market and eventually, hit its sales target.


THE CALLBOX SOLUTION



In order to gather interest for the Client, Callbox launched a Lead Generation campaign in April 2006. Since the Client had in-house specialists, the task of Callbox agents was limited to gathering prospects by generating interest in the Client’s offers, and forwarding these prospects to specialists who closed the sales. A total of 10 agents consisting of 7 openers and 3 closers handled Client’s account. The 6-month lead generation campaign by Callbox customer representatives involved the introduction of the company, its offers and basic installation information.


RESULTS



  • After a 6-month lead generation campaign and 2 months of pre-close transfers, the Client requested Callbox agents to close deals as well, a significant show of confidence in Callbox agents. The Client was able to cut costs by reducing in-house sales support and rely solely on telemarketing in order to sign and maintain customers.
  • Growth. At the start of the campaign, the Client’s target market was limited to Southern California. Its client base has spread over 13 states, including Texas, Arizona and Oregon. The Client achieved a hefty 50% increase in installations per day.
  • In a display of satisfaction with the results of the Callbox campaign and as a result of the good relations between Callbox and the Client, its Sales Director scheduled a week-long visit to the dedicated team, and performed in-depth sales training at the Callbox on-site training facilities. The training focused on sales techniques for both sales coaches and agents. The principles learned were shared across all applicable Callbox teams.

This is the Client’s first experience with outsourcing, and Callbox is proud to be chosen.



Callbox Opens Doors For International Trade

CASE STUDY



Callbox Opens Doors For International Trade


THE CLIENT



ABOUT
The Client is an agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economy wing. Its mission is to promote the overseas growth of Singapore-based enterprises and international trade. With a global network of over 30 locations, the Client offers services to help Singapore enterprises export, develop business capabilities, find overseas partners, and enter new markets. They work to position Singapore as a base for foreign businesses to expand into the region and Singapore-based companies.


THE CHALLENGE



The Client’s primary objective was to acquire foreign leads to participate in their ‘business matching’ trade portal. They targeted importers, distributors, wholesalers and manufacturers all over the US, to seed business opportunities and partnerships.


THE CALLBOX SOLUTION



Callbox launched a Foreign Lead Generation Campaign.

Based on the Client’s specifications, a target call list was provided from the Callbox database. In order to provide the Client with the right list, the Callbox research team studied the Client’s present goals and long term plans in order to identify potential prospects. Callbox agents made calls across the US daily, inviting businesses to post their company profile, products and services to the trade portal, emphasizing the opportunity to expand the prospect’s market in Singapore. Pertinent information was collected contact person, designation, contact number, company name and address. Among the qualifying questions asked by the Callbox team were:

  • Nature of prospect’s business (importer, manufacturer, exporter, service provider, project management, agent)
  • Products or Services offered
  • Business interest (to buy, invest, franchise, distribute, etc.)

Hot leads were qualified and matched with suitable Singapore-based enterprises. If requested, Callbox also sent the prospect invitations and online brochures.


RESULTS



With the Callbox team delivering a large number of leads monthly, the Client has been enjoying an increasing number of registrations on the online portal, significantly expanding its customer base. The Client’s Business Matching Group expressed satisfaction with the leads generated and the consistent professionalism and quality service shown by the Callbox team. As a result, the Client still continues to engage the services of Callbox in foreign lead generation. Today, Singapore’s most comprehensive business portal lists over 100,000 companies and is growing daily.



Singaporean Research and Consulting Company Strides into US Market with Callbox

CASE STUDY



Singaporean Research and Consulting Company Strides into US Market with Callbox


THE CLIENT



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

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


THE CHALLENGE



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

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


THE CALLBOX SOLUTION



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

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

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


RESULTS



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

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



Callbox Telephone Survey “Primes the Pump” for Market Expansion

CASE STUDY



Callbox Telephone Survey “Primes the Pump” for Market Expansion


THE CLIENT



Callbox Telephone Survey Primes the Pump for Market Expansion - THE CLIENT

ABOUT
The Client is the Asia-Pacific unit of a Denmark-based pump manufacturing and mechanical engineering firm. The company produces and markets various types of pumps for buildings, industrial facilities, OEMs, water supply, and other uses. The Client currently operates in 55 countries with a total workforce of more than 19,000 employees and annual revenues of around $3.9 billion.



TARGET INDUSTRIES
Commercial Buildings, F&B, Agriculture, Mining, Pharmaceutical, Water solutions, Manufacturing, Industrial, Automotive, Marine, HVAC OEM, Family homes


THE CHALLENGE



As part of the company’s planned expansion push into a number of Asia-Pacific markets, the Client commissioned a detailed market study designed to assess three key areas of risk and opportunity:

  • The target market size, growth drivers, revenue potential, and possible expansion hurdles
  • The Client’s competitive position in each of the target markets
  • Market characteristics and potential expansion strategies

The study’s data collection plan included conducting a phone survey of 1,500 respondents from 11 Asia-Pacific countries to be completed within a 25-day period. Given the limited size of its in-house market research team and the tight timetable involved, the Client decided to contract a third party to handle the phone survey.

The Client chose Callbox after a thorough screening process, citing Callbox’s track record developing and managing campaigns with very tight schedules, as well as Callbox’s experience reaching out to contacts in many of the Client’s target geographical areas.

HIGHLIGHTS
  • Conducted a 25-day telephone survey of respondents spanning 11 APAC countries
  • Achieved nearly 110% of project targets within the required completion time
  • Tripled reach rates by providing a targeted contact list
RESULTS WITHIN TWELVE WEEKS

Callbox Telephone Survey Primes the Pump for Market Expansion RESULTS


THE CALLBOX SOLUTION



To gauge Callbox’s capabilities, the Client wanted to start the project with a pilot survey of 50 respondents. The initial results met the Client’s expectations, and the company gave the go-ahead for Callbox to carry out full-scale surveys in Australia, New Zealand, Singapore, Malaysia, and seven other APAC countries.

The Client required Callbox to use the Confirmit CATI (Computer Assisted Telephone Interviewing) system for this survey. Since Callbox had extensive experience with CATI systems, the team was able to go live with the calls after just two days of training.

Callbox polled the target contacts’ perception of the Client’s products to help the company better assess its market position. Customers of the Client’s direct competitors were also asked for their feedback about their current suppliers, which gave the Client’s market research team the data they needed to determine the company’s competitive position.


RESULTS



Callbox wrapped up the campaign within the specified completion time, polling a total of 1,625 valid respondents.

This exceeded the project’s requirements by a significant margin, and the Client was quite satisfied with the results that the company also hired Callbox to carry out phone surveys for their EMEA market positioning study.

During the campaign’s first few days, Callbox relied on the Client’s contact list, but with reach rates only hovering around 20%, it was decided to use a list compiled by the Callbox team. The Callbox-supplied list helped the campaign lift reach rates to 60%.



Callbox Passes Diagnostic Test with Flying Colors

CASE STUDY



Callbox Passes Diagnostic Test with Flying Colors


THE CLIENT



ABOUT
Incorporated in 2002, The Client is a National O.E.M. and distributor of in-vitro diagnostic products, selling 2 million drug tests annually and growing into one of the largest distributors of rapid on-site drug tests in the United States. The Client’s goal is to help its target market maintain drug-free environments for its constituencies (employees, staff, clients, members, contractors, or students.) They carry a large inventory of products including the following drug testing kits: all-In-one kit/cups, quick-dip kits, pipette tests, and oral kits. The Client also carries test kits measuring breath alcohol levels, saliva alcohol levels, nicotine levels, and adulterants.

TARGET INDUSTRIES
Laboratory and collection sites, Staffing and temporary agencies, Security agencies, Rehabilitation centers, Probation, Occupational health & Behavioral health

TARGET LOCATIONS
Across US


THE CHALLENGE



In line with its primary goal to provide high quality drug testing products with outstanding service at affordable prices, the company sought the assistance of a business solutions partner to be able to reach and capture a chunk of the market shared with competitors.

The Client’s main competitor is an established company known for its very affordable prices. In fact, it is widely known as the cheapest among the Client’s several competitors. The Client needed to market its products with emphasis on quality and bulk discounts, as this is its identified pricing strength.

The Client recognized some inadequacy in its sales and marketing strategies, and saw the need for a contact solution to support its growth and sales objectives.


THE CALLBOX SOLUTION



The Client partnered with Callbox to obtain a solution that helped them gain advantage against competitors, with the end goal of increasing their sales volume.

Callbox launched a lead generation campaign in order to gather qualified business prospects for the client. To be considered qualified, these prospects had to conduct 50 or more on-site drug tests per day. Calls made to these prospects involved inquiries as to the need for drug testing kits, drugs covered, type of kits used, number of kits required and an offer of free kit samples.

Keeping in mind the Client’s objective which was call quality rather than call volume, a Callbox agent made 80-100 calls per day with a quota of 4 successful calls per day, totaling 20 leads per week and 80 leads per month.


RESULTS



  • Successful calls made by Callbox – The Client management has been vocal in their appreciation of having 90% of the leads generated convert to closed deals. Clearly, the introduction of the broad scope of products that the Client offers and increased customer acquisition was achieved as a result of Callbox’s lead generation program.
  • The need for the Client’s in-house sales reps went down from 4 to 2 during the campaign as the sales reps only needed to follow-up the fresh leads provided by Callbox instead of actually initiating the sales calls.
  • Company owner was so pleased with the results of the campaign that he invited the Callbox agent handling the account to visit their California office for an intensive week-long training to further improve the effectivity of the campaign. Callbox takes pride in the ability of its people to deliver.


Training and Telemarketing – an Award-winning Tandem

CASE STUDY



Training and Telemarketing – An Award-winning Tandem


THE CLIENT



Client information

ABOUT
The Client is a full service, award-winning training provider who specializes in sales and service performance, management and leadership development. They offer a variety of sales tools and a wide range of unique products and services, both customized and off-the-shelf solutions, such as social networking, to help companies achieve their goals.



TARGET AREAS
US

TARGET INDUSTRIES
All Industries

TARGET PROSPECTS
Learning and Development Managers and Directors, C-Level


THE CHALLENGE



Considering the tough competition in the training industry brought by technology and organizational changes, and as companies opt to keep in-house L&D programs, the Client saw it fit to double their marketing efforts in finding new customers and maintain their edge among their competitors but lacked the manpower and resources to do it.

They needed new clients and wanted to explore the market from a variety of industries, but they were quite behind advancements on tools and strategies that will enable them to target the right prospects, fast.

This made the Client looking for a Lead Generation and Appointment Setting partner that has proven prospecting strategy that could deliver the best-qualified leads.

HIGHLIGHTS
  • Successfully completed a 3-month lead generation campaign for a learning and development company
  • Refilled the Clients customer base with new accounts via targeted appointment setting strategy
  • Exceeded key objectives in terms of best-fit accounts and highly-interested contacts delivered
CAMPAIGN RESULTS

Appointment Setting and Lead Generation Campaign results


THE CALLBOX SOLUTION



Callbox planned out a detailed three-month Appointment Setting campaign. The plan applied Callbox’s proven lead generation capabilities which included voice and email activities to connect with various relevant learning and development decision makers in the target accounts.

The campaign consisted of three main activities:

Account Research and Selection

  1. Callbox skillfully built the Client’s ideal customer profile (ICP) that served as a basis for identifying which companies to include as target accounts.
  2. The Client identified target industries, company size and other business characteristics that their best-fit accounts had.
  3. Callbox filtered a list of potential accounts to target, which was reviewed and approved by the Client.

Account and Prospect Profiling

  1. The Client specified profiles of companies they want the lead generation campaign to engage. Companies who needed: Customized Training Programs, Customized e-Learning Modules and Professional Coaching
  2. The campaign’s primary target decision makers were mid-level training managers/directors and C-level decision makers.
  3. The final contact list was segmented based on these two decision maker profiles and further grouped according to industry and business size.

Voice and Email Outreach

  1. The campaign combined phone and email to maximize engagement with the target prospects.
  2. The touches were carried out via calling and sending emails.
  3. Messaging (used in scripts and email copies) was tailored according to the decision maker personas and contact segments.

RESULTS



The three-month campaign exceeded all the key objectives set for the project. The Callbox team delivered the following results:

  • Total Phone Appointments Set: 80
  • Total Office Appointments: 52
  • Total Emails Delivered: 3,300

Overall, the three-month campaign produced a total of 132 qualified appointments.

Since the qualified appointments represented best-fit, highly-interested opportunities, the campaign turned in a good number of new clients for the L&D leader. And before the last month of the first campaign term ended, the Client signed up for another contract, and several renewals came after within a couple of years.



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 prospects 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 prospects. 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 prospects. 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 Locks Up the Leads for Giant Insurance Broker

CASE STUDY



Callbox Locks Up the Leads for Giant Insurance Broker


THE CLIENT



ABOUT
The Client, based in Singapore, is the largest privately-managed insurance broker in the world with offices in Hong Kong, Beijing, Malaysia, the Philippines, Thailand, and South Korea.


THE CHALLENGE



The Client has an in-house team in Hong Kong which supports its marketing activities in Asia, seeking prospects of S$20M companies. In order to increase the volume and value of sales, the Client needed to build an intelligent prospecting campaign focused on sales-ready prospects. Since it lacked commercially available data to support this activity, the Client partnered with Callbox to segment its market and create a database of targeted prospects. However, after speaking with a Callbox sales rep, the Client was impressed with the company’s telemarketing capability so it signed up for a three-month Appointment Setting and Database Profiling campaigns.

The objective of this campaign was two-fold:

  1. To build a well profiled database of the Client’s prospects in Singapore.
  2. To market the Client’s Corporate Risk and Employee Benefit insurance programs.

THE CALLBOX SOLUTION



Callbox set up a telemarketing team for a two-phase campaign: Database Profiling and Appointment Setting. The Client personally selected and trained the agents assigned to the calling campaign and the target prospects were identified: HR and Finance Managers. Callbox telephoned contacts in the Client’s database to identify companies in Singapore whose indemnity insurance was up for renewal.

Callbox then embarked on an outbound telemarketing campaign to arrange office meetings between qualified prospects and the Client’s outside sales reps. Appointments were qualified based on the Client’s criteria:

  • For Employee Benefit Insurance: prospects must have between 20 and 50 full-time employees.
  • For Corporate Risk Insurance: prospect companies must have a minimum annual revenue of S$20 million.

As the campaign progressed, the Client narrowed down the lead qualification criteria in order to capture larger prospects with near-term requirements. The target size for Corporate Benefit was changed from 50 to 100 full-time employees and for Corporate Risk Insurance, from S$20 million to S$50 million companies. The Client also required that proximity of renewal dates should not be longer than three months from the time of call. Prospects whose renewal dates were longer than three months were profiled and entered into the Client’s database for tracking and future follow-ups.

One challenge encountered during this campaign was frequent cancellation of meetings because the Client did not have enough sales reps to accommodate the growing number of new appointments. To remedy the situation, Callbox prepared weekly schedules of appointments for the Client to review and approve. The Client worked closely with Callbox to provide feedback and updates.


RESULTS



One month into the campaign, Callbox delivered a total of 19 qualified leads and 897 profiled records with one Callbox agent achieving a contact rate of 30%. Surprised with so many leads after just one month, the Client decided to hire two more agents but to restrict the lead qualification even further, going after only the most promising prospects. This generated a total of 26 highly qualified leads and 1,698 profiled records.

Pleased with these results, the Client renewed its contract and expanded its campaign to five seats for six months. By the end of the third month, Callbox was able to profile 12,749 records and deliver 186 highly qualified sales leads. The campaign is currently in progress and the Client plans to use Callbox’s services for other long-term projects.