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Callbox Gives HR Consulting Client Base a Boost

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CASE STUDY



Callbox Gives HR Consulting
Client Base a Boost


THE CLIENT



ABOUT
The Client is a Singapore-based consulting company that provides intercultural management courses to organizations worldwide. The Client helps customers develop cross-cultural skills through customized training, coaching, workshops, and conferences.


THE CHALLENGE



Started in 2014 as a joint venture between a pioneering European cross-cultural training company and a top Southeast Asian HR solutions provider, the Client has built and grown a customer portfolio of over 150 multinational companies in various industries across Asia. The customer enjoys a clear lead in the region’s market for intercultural management training services.

But with a spate of new entrants seen to come into the growing market in the next 3 to 5 years, the Client has recently followed a more active strategic direction to protect and enlarge its market share. An important component of the new growth strategy emphasizes direct and targeted outreach to prospects in industries with high potential.

Having little outbound experience of their own, the Client needed some outside expertise to achieve many aspects of its goals. In particular, the company faced three key marketing challenges that made working with a third-party provider a more viable option:

1. Identifying the right prospects to contact in the Client’s target industries and companies

2. Qualifying and booking sales meetings with prospects that fit the target buyer profile

3. Gathering additional marketing intelligence to be used further along the sales cycle

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Launched a successful SG-wide appointment setting campaign for an HR consulting/training firm
• Leveraged live conversations with prospects reinforced with touch points via emails
• Handed off highly qualified appointments and delivered critical sales intelligence


THE CALLBOX SOLUTION



The Client partnered with Callbox after a stringent RFP process, pointing to the latter’s substantial roster of satisfied customers in Singapore as a key differentiator. The Callbox team then worked alongside representatives from the Client to plan out the objectives, activities, and timelines for an integrated appointment setting campaign.

The overall strategy centered on engaging prospects through targeted calls complemented by timely email touch points. The Client wanted the campaign
to focus only on companies operating in Singapore and excluded firms providing consulting and training services.

Some campaign activities that contributed to its success were:

1. Callbox performed a thorough data profiling program prior to starting the campaign. The team compiled a database of the key contacts from companies in the included industries. The Client then reviewed and approved the profiled list.

2. Agents contacted every prospect on the approved list. Probing questions identified fit and interest with the Client’s intercultural management training courses. Prospects who agreed to a face-to-face meeting with a consultant from the Client were tagged as qualified appointments.

3. The team used emails extensively for introduction, follow-up, and targeted send-outs throughout the campaign.


RESULTS



The campaign ran for a total of 104 days. As is typical with Callbox’s multi-channel appointment setting programs, the first couple of weeks were spent initiating contact and nurturing prospects. The number of sales appointments only began picking up near the end of the first month.

The 3-month campaign produced a total of 51 qualified appointments in the following order:

Month 1: 14 qualified appointments
Month 2: 15 qualified appointments
Month 3: 22 qualified appointments

Based on past performance, the Client expects to send proposals to around 80% of qualified face-to-face sales meetings and close anywhere between 15% to 30% of opportunities. That means the campaign can potentially add as much as 12 more deals into their customer portfolio within the next sales cycle, an increase of 8% in its current customer base.



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Callbox Nets New Users for Analytics Firm’s Research Tool

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CASE STUDY



Callbox Nets New Users for
Analytics Firm’s Research Tool


THE CLIENT



ABOUT
The Client is the Malaysia division of a US-based company that supplies information and analytics products to professional and business customers worldwide. Its primary product line includes content-enabled workflow solutions for use in legal, regulatory and business research.



TARGET DECISION MAKERS
All Industries (Priorities: Government-Linked companies, local companies with overseas interests, Tourism and Hospitality, Automobiles, Oil & Gas, Finance-related, Food and Beverage)


THE CHALLENGE



With operations in over 175 countries and a 200-year company history, the Client leads the legal research and intelligence market across the globe. Professionals performing various research roles in law offices, government agencies, and private organizations make up the bulk of the Client’s customer base. The Client differentiates itself with its focus on combining deep content and technology to help customers gain business insights. The Client recently launched marketing initiatives aimed at increasing the number of users for its trademark media aggregation, monitoring, and analytics platform. Rolled out in 2015, the platform enjoyed steady user growth (both new and active) which remained fairly in line with targets. But with the introduction of new capabilities and similar solutions from competitors, the company decided to ramp up promotion and user adoption efforts. The plan calls for rapid and direct outreach to key personnel in charge of public relations and corporate communications at companies in Kuala Lumpur and Petaling Jaya. The primary objectives revolve around setting up appointments for customer acquisition. Given the time horizon and the scope of the project, the Client concluded that outsourcing part of the prospecting activities was a better option than carrying out the whole program in-house. The company chose
Callbox as its marketing partner, citing Callbox’s extensive database of local companies and experience in the area as crucial factors.
HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Launched an ongoing
appointment setting campaign to drive user growth for a research and analytics firm
• Connected with heads of PR and Corporate Communications from medium to large Malaysian companies
• Met campaign targets in the first two months, gearing up for third month


THE CALLBOX SOLUTION



Callbox’s multi-channel appointment setting package meets the Client’s primary goal of carrying out accelerated and targeted one-on-one outreach. The campaign’s main strategy emphasizes live phone conversations enhanced with emails and other channels.

The Callbox team and representatives from the Client agree that all campaign tactics, activities, and materials should work toward prequalifying and setting up appointments with potential users of the media monitoring platform.

Appointment-Setting

1. The prospect list consists of prospects handling PR or Corporate Communications at firms in Kuala Lumpur and Petaling Jaya with at least 50 employees and at least $5 million in annual revenues.

2. The call script includes probing questions that uncover prospects’ pain points encountered with their current media research/aggregation tools. The script also introduces the Client’s media monitoring platform as a viable alternative to prospects with an identified need.

3. Prospects who agree to meet with a representative from the Client are tagged as successful calls. The campaign team forwards all appointments to the Client via email notifications and Pipeline updates.


RESULTS



As of this writing, the campaign has just wrapped up its second full month and is gearing up for the third. The Callbox team spent the campaign’s first couple of weeks laying the groundwork for the main appointment setting activities. During this time, agents focused on gaining initial traction and navigating the hierarchy of decision-makers at the target organizations. It wasn’t until the first month’s closing weeks when steady appointment setting results began to seep into the pipeline.

So far, the campaign has managed to deliver:

• First month: 11 appointments
• Second month: 17 appointments

The Client maintains a benchmark lead-to-opportunity rate of 90% and a close rate of 70%. That works out to around 18 potential new users acquired from the ongoing campaign.



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Choosing Callbox for Sage Lead Generation Proven to be Wise Decision

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CASE STUDY



Choosing Callbox for Sage Lead Generation Proven to be Wise Decision


THE CLIENT



ABOUT
The Client is the IT services arm of its mother company which is one of the largest global accounting and consulting network in Asia and in other 120 countries.


THE CHALLENGE



The rapid growth in number of IT companies and the seemingly similar products and services offered tend to cause confusion among business owners on which IT service provider would best fit to address their IT needs, and the Client was not spared from such.

The conventional “WIIFM” (what’s in it for me) would not make any difference at all, the IT expert thought. So the “what” was replaced with “why” as (why is it for me) for their campaign to make target customers understand why they should choose the Client as their IT provider instead of simply knowing what they offer. The campaign was successfully carried out with Callbox.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Validated contact details via Customer Profiling campaign

• Filtered most active contacts via the Pipeline Lead Nurture Tool

• Ensured solid appointments via the Smart Calling system


THE CALLBOX SOLUTION



Customer-Profiling

1. Though the Client had tried their best to keep their database in top condition, they still opted to have it validated by the Callbox team.

2. Using the Pipeline Lead Nurture tool, the Callbox team sent an initial single-page email that contained an overview of the Client’s products and services with very limited information but included teasers of a current customer’s success story to pique the prospect’s interest.

3. Active responses like opened emails, website visits, clicked links, and queries were tracked and saved for follow-up calls.

4. Invalid emails (bounces) and contact details were updated upon speaking with the prospect.

1. Callbox utilized its SMART Calling system in order to reach the right prospects at the time they are most available to talk.

2. The probing questions were not the usual that would simply draw the prospect’s needs but rather carry out realization in them what the previous strategy/provider has done to achieve their goals. Thus most prospects admitted results were below expectations.

3. Upon reaching this point of conversation, agent proposed to set appointment with the Client’s IT consultants and invite prospects to an IT seminar.

4. In order to ensure a solid appointment, Callbox agents sent a calendar invite along with a short but specific email containing information about the Client’s products and services that are probable answers to the prospect’s identified issues.


RESULTS



The first month of the campaign generated 12 appointments and 4 registrations, but as the Calbox team got more familiar with the the target market and customer profiles, appointments delivered almost tripled in the second month with 34.

In the third month, another 12 appointments were generated with 6 registrations; 16 for the fourth month and 12 on the fifth month of the campaign.

The numbers escalated once again in the sixth month with 22 appointments and decreased a bit in the seventh month with 13 appointments and 8 registrations. While the eighth month took a bit of a hit with 3 appointments. The ninth month made up for the dip in numbers with 20 appointments and the tenth month closed out with 5.

The 10-month campaign generated a total of 149 appointments and 18 registrations. It is worth noting, however, that the Client is still counting more appointments and registrations as they go into the eleventh month, or technically, the first month following the end of the 10-month campaign.


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Callbox Proved Therapeutic For Chiropractic Leader

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CASE STUDY



Callbox Proved Therapeutic For Chiropractic Leader


THE CLIENT



ABOUT
The Client is a 20-year old Chiropractic Care provider with 11 specialist clinics in Singapore and 9 more in other countries in Asia and United Kingdom.



THE CHALLENGE



The Client may already be a leader in chiropractic care in Singapore but as the business evolved from a one-man clinic to an integrated chiropractic institution, the business apparently demanded for use of more advanced clinical tools and processes, as well as a healthier and broader clientele list.

With the bolting new businesses in SIngapore in the last five years, the chiropractic leader opted to outsource their lead generation with Callbox, their top choice from among the list of five and which they saw as the most experienced provider to expedite goals achievement.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Validated and profiled contact details via Customer Profiling campaign
• Filtered most active contacts via the Pipeline Lead Nurture Tool
• Streamlined follow-up calls achieved via the Smart Calling system


THE CALLBOX SOLUTION



Customer-Profiling

1. In the period where the Client had become preoccupied with upgrading their clinical tools and processes, business development was somehow relegated to second priority which inevitably impacted the Client’s database profile.

2. Callbox provided the Client with a well-filtered list by validating the target’s information details like business names, addresses, phone numbers, email addresses, social media accounts and all other contact details.

3. Using Callbox’s Pipeline Lead Nurture Tool, initial copies of the Client’s wellness program overview were sent in order to validate accuracy of contact
details especially email addresses.

4. Responses like opened emails, website visits, clicked links, and queries were tracked via the Pipeline Lead Nurture Tool and were tagged for follow-up by the agents for appointment setting.

5. Invalid emails (bounces) and contact details were updated upon speaking with the prospect.

Appointment-Setting

1. Callbox’s SMART Calling system was then used to draw the most qualified contacts that were filtered from the Customer Profiling campaign.

2. The Callbox team was able to call the right prospects at the right time when they were most available.

3. Probing questions were contributing factors in the team’s effort to filter the targets’ need which helped them come up with a priority list for the Client.

4. The said priority list enabled the Client to profile targets and customize the wellness program for each client.

5. Prospects who agreed to discuss were set as appointments.


RESULTS



The chiropractic leader did not waste any time at all and wisely chose to roll out a three-month campaign. The first four weeks generated a total of 25 appointments.

In the succeeding weeks, as more active contacts were verified via the lead nurturing process, the Callbox team was able to touch base with prospects and eventually generated 28 appointments at the end of the eighth week.

Before the ninth week commenced, the team maximized the SMART calling process to reach more prospects, generating an additional 31 appointments in the last four weeks of the campaign. The three-month campaign delivered a total of 84 appointments.


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IT Firm Picks Callbox’s ‘Consultative Fit’, Hits Goals in Ongoing Campaign

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CASE STUDY



IT Firm Picks Callbox’s ‘Consultative Fit’, Hits Goals in Ongoing Campaign


THE CLIENT



ABOUT
The Client is a pure IT consulting and professional services company offering design, configuration, implementation, business analyst, and general consultancy services. The Client specializes in the security, virtual desktop infrastructure (VDI), and Cloud services markets.


THE CHALLENGE



With over eight years of experience in the IT consulting and professional services space, the Client now ranks as one of the most trusted service providers in the industry and has successfully partnered with companies like Citrix Systems, AppSense, Blue Coat, and Apple (mobility).

The Client started out in 2009 as a white-label supplier of IT services to vendors and resellers. These companies would subcontract the Client to perform services on their behalf, often without the end customers knowing about the Client’s involvement. In 2014, the company refocused toward directly providing services to enterprises and organizations.

This move presented a bit of a branding conundrum for the company. The main challenge was finding a way to embed its extensive experience as an IT subcontractor for specific VDI, cloud services, and security verticals in the value proposition for its new business model.

For that reason, the Client undertook a massive marketing program that simultaneously focused on branding and customer acquisition. The customer acquisition plan highlighted nurturing leads in-house with the Client’s marketing team while delegating top-of-funnel prospecting activities to a third-party agency.

The Client chose Callbox as its outsourced marketing partner due to a number of factors, with the main one being the “consultative fit” that Callbox’s marketing solutions offered. The Client pointed out that taking a consultative approach to a project (rather than a purely engineering perspective) was their key differentiator and that Callbox was also able to demonstrate this by being more of a marketing advisor than a marketing agency. Given the Client’s marketing goals, the challenge is two-fold:

• Finding and identifying qualified opportunities for the Client’s customer acquisition efforts
• Generating awareness about the Client’s different IT consulting and professional services

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Planned and executed an ongoing appointment setting campaign for an IT services company
• Reached and engaged IT managers, CIOs, and CTOs in AU and NZ via phone, email and social media
• Stayed on target at each phase of the campaigncleansed and up-to-date contact list


THE CALLBOX SOLUTION



Both the Callbox team and the Client agree that an integrated appointment setting campaign best meets the latter’s requirements. The campaign primarily consists of phone-based conversations enhanced with email and social media touch points.

In addition, the campaign timeline is divided into weekly or biweekly segments, with each segment focusing exclusively on a specific solution that the Client offers. These include BlueCoat, Zscaler, Radware, Apple, and CheckPoint—along with general consultancy services, business analyst services, and other IT project services. Other key campaign activities are as follows:

Appointment-Setting

1. Prior to the start of the campaign, the Callbox team compiled and profiled the prospect list comprised of IT managers, CIOs, and CTOs from companies headquartered or operating in Australia and New Zealand.
2. Since the campaign is made up of different phases, the Callbox team prepares campaign materials for each stage. These are sent to the Client for review and approval.
3. Call scripts are based on a list of eight probing questions given by the Client. Each script gauges a prospect’s need and fit for a specific IT product or solution.


THE CALLBOX SOLUTION



Email-Marketing

1. The campaign uses two types of email messages:

A. Intro/follow-up emails
B. Targeted send-outs

Intro/follow-up emails help warm up and nurture phone prospects, while targeted send-outs are intended for prospects who request more information.

2. The Callbox team does the bulk of the campaign’s email marketing activities through the Pipeline Lead Nurture tool. This ensures targeted,
personalized, and timely emails.

3. The campaign team applies best practices and precautions to avoid spam complaints and to maintain good sender reputation.

Social-Media

1. The campaign also uses LinkedIn to reinforce the touch points made with the phone-based appointment setting activities, adding positive phone contacts as LinkedIn connections.

2. The Callbox team also carries out branding and reputation building activities on LinkedIn.

3. The team’s social media specialists manage the LinkedIn account on behalf of the Client.


RESULTS



At time of writing, the campaign has completed three
months’ worth of multi-channel appointment setting activities and is already at the final week of its fourth month.

Like most of Callbox’s integrated appointment setting projects, the early stages of the Client’s campaign primarily revolved around email activities for warming up prospects and refining the campaign focus. Open rates for the bulk send-outs reached 10.2%, 11.4%, and 23.0% for the first, second, and third months, respectively. The campaign was also able to maintain hard bounces and unsubscribes within acceptable limits.

Since the campaign calendar is subdivided into weekly or biweekly segments that focus on a particular IT solution, the overall monthly appointment setting results tend not to follow a definite trend.

The campaign, so far, has generated the followingmonthly outcomes:

• First month: 14 appointments
• Second month: 8 appointments
• Third month: 7 appointments and 3 leads completed

The campaign is still ongoing and, so far, it has delivered 29 appointments. Since these appointments have been qualified using a highly targeted set of parameters, the Client expects to move 80% of these appointments further down the funnel as sales-qualified Leads (SQLs). In addition, the company has a track record of closing 30% to 40% of SQLs after 6 months in the pipeline. This means that the Client can
potentially generate up to 9 new customers from this leg of the campaign.


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Health And Wellness Guru Energized by Callbox Success

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CASE STUDY



Health And Wellness Guru Energized by Callbox Success


THE CLIENT



ABOUT
The Client is a corporate wellness provider giving quality educational trainings and programmes to boost organizational wellness.


THE CHALLENGE



Not more than a decade ago, corporate wellness was not exactly a popular program for businesses in Singapore. So when the Client started the business, it drew all the courage to pursue all possible marketing tactics that would deliver their message to target decision makers – corporate wellness will boost the business.

The Client’s search for the best marketing tools that would carry out their goals came as a challenge until one of their business partners referred a seasoned lead generation provider that carries all sales and marketing strategies and tools needed which resolved the issue – Callbox.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Validated and profiled contact details via Customer Profiling campaign

• Filtered most active contacts via the Pipeline Lead Nurture Tool

• Streamlined follow up calls achieved via the Smart calling Process


THE CALLBOX SOLUTION



Customer-Profiling

1. In order to hit the right prospects, the Client’s database went through customer profiling campaign.

2. Company and business names, addresses, phone numbers, email addresses, social media accounts and all other contact details were validated to ensure list accuracy.

3. The Callbox team utilized the Pipeline Lead Nurture Tool to send initial copies of the Client’s program overview mainly containing teasers (discussions and questions) about issues in the business that were precisely addressable thru wellness programs.

4. Active responses like opened emails, website visits, clicked links, and queries were tracked via the Pipeline Lead Nurture Tool and saved for follow-up.

5. Invalid emails (bounces) and contact details were updated upon speaking with the decision maker.

Appointment-Setting

1. Through Callbox’s SMART Calling process, active contacts that were filtered from the Customer Profiling campaign were called by the Callbox team to share the Client’s services especially about wellness in the workplace.

2. Callers asked probing questions about underlying issues or problems that were unrecognized but may have triggered organizational differences and caused a domino effect on the business.

3. Prospects who agreed to discuss were set as appointments.


RESULTS AND RETURN OF INVESTMENT



The first four weeks brought a surprising result to the wellness guru with 13 appointments, opposing their hunch of getting only five or less. At the end of the eighth week, a slight decline on the number of leads with 12 appointments but took a big leap at the close of the twelfth week with 16 appointments. The sixteenth week topped at 18 appointments.

With the satisfactory results from the first campaign in 2014, the Client decided to run another round in 2015 and was equally impressed with the results.

The Callbox team had become very familiar with the campaign which led to better results with 21 appointments in the first four weeks. Calling activities were swerved to the Malaysia market at the start of the fifth week which brought in 25 appointments at the end of the eighth week. The course got a bit bumpy as the the twelfth week closed on 22 appointments and 13 on the sixteenth week.

Calls were back in focus on the Singapore market at the start of the seventeenth week and got on the fast track again with 28 appointments at the close of the twentieth week.


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Callbox Confirmed 600 Attendees for Events Leader

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CASE STUDY



Callbox Confirmed 600 Attendees for Events Leader


THE CLIENT



ABOUT
The Client is an events specialist and one of the many fast-expanding companies in its industry that could provide resources both in and out of the APAC region.


THE CHALLENGE



The Client is a decade old events services leader in Singapore that caters to varied corporate industries by providing the target attendees for trade fairs, forums and brand launches. The successes they earned for being a strong leader in the industry were drawn out of their stringent task implementation, tip-top customer service and dedication. So when the time came that they needed manpower for an event and decided to look for a partner to finish the job, they chose no one else but the equally competitive global lead generation company, Callbox.
HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Validated and profiled contacts via Customer Profiling campaign

• Well-targeted reminder calls achieved via Callbox’s SMART Calling

• Accurately tracked active responses via the Pipeline Lead Nurture Tool


THE CALLBOX SOLUTION



Customer-Profiling

1. The database records needed to be validated so a customer profiling campaign was implemented.

2. Company and business names, addresses, phone numbers, email addresses, social media accounts and all other contact details were updated to ensure list accuracy.

3. To further validate the contact information, the Callbox team sent initial copies of the Client’s reminder featuring the upcoming and past events with links to their website and query boxes.

4. Active responses like opened emails, website visits, clicked links, and queries were tracked via the Pipeline Lead Nurture Tool and saved for follow-up.

5. Invalid emails (bounces) and contact details were updated upon speaking with the decision maker.

Appointment-Setting

1. Through Callbox’s SMART Calling process, active contacts that were filtered from the Customer Profiling campaign were called to remind prospects of the event and to confirm their attendance.

2. For prospects who were still on the fence with their decisions, drip email reminders were sent to them via the Pipeline Lead Nurture Tool.

3. Prospects who confirmed attendance were sent calendar invites.

4. A day before the event, a final confirmation call to all each one who confirmed was made to keep an accurate number of expected attendees for the event.


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Top ISO Certification Firm Boosts Sales Pipeline with Callbox

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CASE STUDY



Top ISO Certification Firm Boosts Sales Pipeline with Callbox


THE CLIENT



ABOUT
The Client provides a full suite of independent assessment services that cover certification, validation, verification and training. It helps its customers align management systems and business processes for compliance with international and industry-specific standards and schemes. The Client presently offers its assessment services in over 120 countries, with recognition from more than 50 accreditation bodies.



TARGET INDUSTRIES
Agriculture, Chemicals, Construction, Engineering, Financial Services, Food, Furniture, Logistics, Manufacturing, Mining, Oil & Gas, Public Administration/Government, Publishing & Printing, Retail/Wholesale Trade, Services, Transportation, Utilities


THE CHALLENGE



The Client is looking to capture a huge portion of the growing demand for ISO certification among companies operating in Southeast Asia. In particular, the Client identifies a strong potential for its certification and training programs geared toward small to medium-sized enterprises across various industries in the Indonesian and Malaysian markets.

With a broad ISO certification portfolio and a worldwide roster of customers under its fold, the Client has significant strategic advantage over its competitors in the region. The Client has extensive experience assessing quality management systems that include a wide range of compliance coverage, such as ISO 9001, ISO 14001, ISO 27001, and other related standards for commercial and industrial organizations.

To help reach its revenue expansion goals, the Client developed a marketing strategy that involved direct outreach to relevant prospects from companies in its target verticals. The client also determined that it needed the help of a third-party marketing agency to carry out this segment of the plan. Accordingly, the Client decided to partner with Callbox mainly because of the latter’s track record at managing B2B marketing campaigns that target organizations based in Indonesia and Malaysia.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Launched a 3-month multi-channel appointment setting campaign for a leading QA
certification firm

• Reached campaign objectives well before the project’s conclusion

• Exceeded response benchmarks for both email and phone channels


THE CALLBOX SOLUTION



Callbox’s multi-channel appointment setting package was deemed to be the best approach for helping the Client achieve its current marketing goals.

The campaign was made up of two integrated components: (1) phone-based appointment setting and (2) email marketing, and was put together with the following objectives in mind:

• To prequalify and generate face-to-face/phone appointments for the Client
• To drive awareness for the Client’s core standards including ISO 9001:2015, ISO 14001:2015, and OhSaS 18001: 2007

The campaign’s target prospects consist of persons involved in handling or overseeing QA processes at organizations with 50 to 2,000 employees that belong to a given set of industries and locations specified by the Client.


Appointment-Setting

1. The Callbox team prepared the campaign prospect list, call script, and email templates based on the Client’s specifications. These were submitted for the Client’s review and approval prior to the start of the campaign.

2. Agents contacted and qualified the target prospects using the list of probing questions outlined by the Client. Prospects who demonstrated a clear need for or interest in ISO certification and agreed to meet with one of the Client’s reps were tagged as qualified appointments.

3. The Callbox team forwarded all leads to the Client via email notifications and Pipeline update.

Email-Marketing

1. Emails were used in the campaign as an added layer of touch points for engaging prospects.

2. Emails were primarily sent to warm up cold prospects as well as to follow up on phone calls and prospect requests.

3. The Callbox team monitored and handled email replies and follow-ups, making use of the Pipeline Lead Nurture tool for timely email send-outs and response.


RESULTS



The entire campaign ran for a total of three months (66 days). The campaign’s first couple of weeks was mostly spent gaining initial traction through emails. As such, the results during this stage of the project prominently focused on email marketing. Here are some key highlights of the campaign’s email marketing activities:

• Delivery rates of up to 98.6%
• Open rates of up to 8.54%
• reply rates of up to 3.81%

Once the results from the initial email outreach started trickling in at the close of the first month, there was a noticeable pick-up in the number of qualified appointments generated. In fact, the majority of appointments produced during the campaign were recorded after the first four weeks. Here is a monthly breakdown of the number of appointments set throughout the campaign:

• 1st month: 17 qualified appointments
• 2nd month: 31 qualified appointments
• 3rd month: 23 qualified appointments

Using a benchmark lead-to-opportunity rate of 30% and a close rate of 40%, the 71 appointments delivered during the 3-month campaign can potentially turn into 9 new customers for the Client within the next 6 to 12months.


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Callbox Delivered Results For Global Logistics Leader

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Callbox Delivered Results For Global Logistics Leader


  • 250 Confirmed Attendees

  • 1,494 Verified / Updated Contacts

  • 42 Warm Follow-Ups


  • Industry

    Logistics

  • Location

    Singapore

  • Headquarters

    Australia

  • Campaign Type

    Call-to-Invite

  • Target Location

    Singapore

  • Target Industries

    All Industries except competitor

The Client

The Client is part of the world’s postal and logistics leader that entrench different business units like parcel, forwarding, eCommerce, freight and supply chain, and has presence in 220 countries.

The Challenge

This logistics leader annually holds events for the different industries they serve for more than three decades now such as product or service launch, awards and symposiums. However, in recent years, the number of attendees has dwindled as competing logistics companies have ran one event after another.

As part of their marketing strategy, the Client decided to outsource to a lead generation expert who possesses not just rich experience in the field but at the same time uses tactical lead generation tools and processes that would expedite tasks – Callbox.

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Callbox Aced Appointment Setting for Accounting Expert

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CASE STUDY



Callbox Aced Appointment Setting for Accounting Expert


THE CLIENT



ABOUT
The Client bears unmatched experience in providing redefined Accounting, Bookkeeping and Self-Managed Super Funds (SMSF) to its partner clients, addressing specific pain points of modern accounting practice.



THE CHALLENGE



The accounting expert serves as an integral extension of its clients, ensuring all tasks are accurately completed. However recently, competition became fierce as competitors started to offer equally interesting services and even used enticing branding images which made the Client indistinguishable from its industry peers.

The Client decided on offering a FREE-TRIAL to target customers. Well aware that this required expertise in pursuing prospects and getting them to agree to meet with the Client’s consultants to discuss signing up for the free trial, the Client searched for an appointment setting company that best fit their needs and chose Callbox.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Validated and updated contact details via Customer Profiling campaign.
• Filtered active contacts and identified the most appointment-ready prospects and those who were interested to discuss, via the Pipeline Lead Nurture Tool
• Reached and spoke with prospects at their most convenient time via Callbox’s SMART Calling system


THE CALLBOX SOLUTION



Appointment-Setting

Callbox ran a Customer Profiling campaign along with Appointment Setting to update the Client’s database and to build a new set of qualified prospects.

1. An initial email copy which contained news releases about the Client’s FREE TRIAL offer were sent to target customers.

2. Active emails from prospects who responded, clicked links and visited the Client’s company website were saved for follow-up calls.

3. Responses also gave the Callbox team the opportunity to filter the most available prospects to touch base with via the CTA link (scheduling
option) in the email copies.

4. Bounces were filtered and saved for follow-up calls for the agents to update as they speak with the prospect.

Customer-Profiling

Aside from targeting to gain a new set of clients, the Appointment Setting program aimed to exhibit a differentiated service by giving their customers a first-hand experience of the service.

1. With the help of the Pipeline Lead Nurture Tool, the team was able to profile the contacts in the database: information like contact name, address, contact numbers and email address were updated.

2. Initial email copies with replies were set for follow-up call – appointments were set for prospects who agreed not only to the FREE TRIAL but also for those who were merely interested to discuss about the Client’s services.

3. To ensure that appointments were not missed, the Callbox team sent calendar invites to prospects to remind them of their appointment schedule.

4. And with Callbox’s SMART Calling system, a hefty number of prospects was reached by the Callbox team to speak with the Client’s specialists and agreed to a FREE TRIAL.


RESULTS AND RETURN ON INVESTMENTS



The first four weeks were the busiest days of the campaign period as the Callbox team was juggling between getting together a fitting list of contacts to profile and setting appointments with those contacts at the same time, but successfully delivered 11 solid appointments.

Between the 5th and 8th weeks, with the Callbox team effectively done with the initial calls, follow-up calls came out more productive as most of the prospects the team spoke with were already knowledgeable of the free trial and have learned of the service’s benefits from other prospects via testimonial videos linked through the follow-up emails. This phase of the campaign generated 13 more appointments for the accounting expert.

The last 4 weeks (9th to 12th) had the Callbox team equally busy but more delighted as follow-ups that were nurtured during the start of the campaign eventually converted into appointments and impressed the Client with 15 appointments at the closing.


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Thrice in a Row: Callbox Boosts Event Attendance Rates for CRM Market Leader

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CASE STUDY



Thrice in a Row: Callbox Boosts Event Attendance Rates for CRM Market Leader


THE CLIENT



ABOUT
The Client is the Asia-Pacific unit of a USA-based cloud computing company that provides CRM solutions to business and enterprise customers. Its main product line is its suite of on-demand, cloud-based CRM platform
available to users on a subscription basis. The Client also offers a number of other cloud-enabled tools for customer service and support as well as for sales team collaboration.



THE CHALLENGE



With its reputation as a key mover in the CRM software space, the Client regularly organizes a number of annual conferences and events aimed at customers, vendors, developers, IT professionals, and industry thought leaders throughout various locations around the world. These are typically high-profile events that generate attendance figures that average in the thousands, as well as receive considerable media coverage particularly from the tech press.

While many of the Client’s conferences fulfill both branding and PR objectives, there is also a more tangible marketing (and overall business) goal that underlies most of the company’s events: to attract more people into its far-reaching ecosystem.

Among the events lined up for 2017 are three sets of conferences scheduled for January, April, and July. All three events are set to take place in Hong Kong and Singapore, showcasing insights on Asian business innovation and customer experience.

The three events’ target audience consists primarily of decision-makers who deal with marketing technology in some way at small- to medium-sized Hong Kong- and Singapore-based companies. The target attendees mostly come from technology-intensive industries such as manufacturing, financial services, professional services, retail, and healthcare.

Although it already possesses considerable brand equity and can easily leverage its extensive network of connections in the region, the Client determined that it needed to outsource part of the event registration activities in order to meet two key objectives:

• to ensure that relevant attendees from the specified verticals are identified and targeted
• to maximize registration and attendance rates through prompt outreach and follow-up

The Client chose Callbox after evaluating a list of event marketing companies, pointing out that Callbox’s substantial experience in the Hong Kong and Singapore markets was a clear differentiator.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Launched three successful call-to-invite campaigns for CRM market leader
• Exceeded targets consistently in all three campaigns
• Improved event attendance rates and potential conversions


THE CALLBOX SOLUTION



Callbox’s Call-to-Invite package was a good fit to help the Client meet its event marketing objectives for a number of reasons.

• Since the Client wanted to ramp up registrations a month prior to each event, it allowed the Client to obtain immediate response from its target attendees and gain additional information to help improve preparations.
• Call-to-invite campaigns provided a way to quickly and accurately qualify likely attendees based on the parameters set by the Client, especially given the tight timetables associated with the events.
• This also enabled multiple outreach opportunities, such as follow-up and confirmation calls.

The call-to-invite campaigns included the following main activities:

• Callbox put together the list of target attendees to be contacted based on the Client’s specifications, as well as prepared the campaign’s call scripts. These were reviewed and approved by the Client.
• Contacts who expressed interest to attend the event and completed the registration via the registration link were tagged as qualified
attendees (RSVP). These were forwarded to the Client’s team on a daily basis.
• In addition to outbound phone-based qualification, Callbox also helped other interested prospects complete the registration process by assisting them through the submission procedure. Agents also managed the information send-outs for prospects who want to first receive the invites.

Although it already possesses considerable brand equity and can easily leverage its extensive network of connections in the region, the Client determined that it needed to outsource part of the event registration activities in order to meet two key objectives:

• to ensure that relevant attendees from the specified verticals are identified and targeted
• to maximize registration and attendance rates through prompt outreach and follow-up

The Client chose Callbox after evaluating a list of event marketing companies, pointing out that Callbox’s substantial experience in the Hong Kong and Singapore markets was a clear differentiator.


RESULTS



Callbox’s Call-to-Invite package was a good fit to help the Client meet its event marketing objectives for a number of reasons.Each of the three call-to-invite campaigns ran for 22 days and was aunched a month prior to the respective event. Hong Kong and Singapore prospects were simultaneously contacted in all three campaigns. The below table summarizes the results from each campaign:

table

Taken together, the three call-to-invite campaigns were able to produce a total of 353 confirmed RSVPs for the three sets of events. Using a benchmark conversion rate of 11% to 20% (based on industry averages), the Client can potentially generate between 39 to 71 new customers from attendees at the three events that registered via the call-to-invite campaigns.


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Callbox Lends B2C Expertise to Debt Management Firm in AU-wide Campaign

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CASE STUDY



Callbox Lends B2C Expertise to Debt Management Firm in AU-wide Campaign


THE CLIENT



ABOUT
The Client is a long-established, family-run business providing a variety of financial solutions tailored for individuals and households throughout Australia. Its main lines of services include same-day small loans, car loans, and business loans. In addition, the Client is a mortgage broker offering home loans and is also a Registered Debt Agreement Administrator helping
customers with debt relief and bankruptcy avoidance.



THE CHALLENGE



The Client is among the country’s many credit repair and debt relief companies offering Part IX Debt administration, which are services that help customers handle debt and avoid personal bankruptcy. The Client is looking to expand its share of this growing sector with its unique value proposition centered around having “the fairest fee structure in the market” as well as its reputation as an established industry player.

While there are ample opportunities to increase its customer base for debt agreement solutions, the Client also faces a number of hurdles when it comes to marketing and promoting these services.

Regulations related to the aggressive marketing of debt agreements and cases of misrepresentation by other debt relief providers have made finding potential customers even more challenging.

Accordingly, the Client decided to focus its debt agreement marketing initiatives only on individuals who have already expressed some level of interest in its other loan services and have communicated with the Client in the recent past. This ensured that the target prospects are not entirely cold while, at the same time, providing the Client with the needed information to refine the outreach effort.

Based on these initial requirements, the Client was able to come up with a list of potential customers to target with its debt agreement offer. The plan called for the Client’s in-house consultants to contact qualified prospects and find out how its solutions fit with their current financial situation.

To maximize their consultants’ productivity, the Client opted to hire the services of a third-party provider for carrying out the initial touch points and qualifying activities. The Client chose Callbox because of the latter’s experience in planning and executing Australia-wide lead generation campaigns as well as its roster of clients in the heavily-regulated financial services sector.

HIGHLIGHTS
CAMPAIGN RESULTS

• Carried out a successful targeted B2C campaign in a heavily-regulated industry
• Hit campaign targets consistently throughout the entire nine-month duration
• Outperformed B2C benchmarks in terms of reach and response rates


THE CALLBOX SOLUTION



The Callbox team put together a phone-based lead generation program designed for a B2C campaign. Due to the nature of the project (i.e., aimed at consumers), it was determined that the best approach would be to engage prospects solely through live conversations without integrating other channels into the mix.

The main goal of the campaign revolved around identifying prospects willing to find out more about how the Client could help them in their current financial situation. Some key activities of the lead generation campaign include:

1. The client provided the Callbox team with records to be contacted. The list only included individuals who have interacted with the Client in the past such as through a loan application. As is standard practice in Callbox campaigns, the list was thoroughly profiled and validated before being used.

2. Campaign materials and collaterals, including call scripts, were produced in close consultation with the Client to ensure compliance.

3. Agents qualified every prospect with probing questions that identified their suitability and willingness to further engage with the Client’s debt counselors. Prospects having personal debt, net assets, and disposable income within a given range were tagged as qualified leads.


RESULTS



The entire campaign ran for a total of nine months or 198 days (at 22 days/month) given that the Client renewed its contract with Callbox several times after the initial pilot phase. The following table shows a monthly breakdown of some key indicators throughout the campaign duration:

table

Additionally, the campaign was able to yield the following metrics in terms of activity, reach, and response:

• Reach rates of up to 55% with an average of 31%. By comparison, a reach rate of 15% is considered acceptable while 30% is quite good.
• Response rates of over 18% with an average of 11%, which is in line with phone prospecting benchmarks of 9% to 10% for this type of list.

All in all, the nine-month campaign produced a total of 505 qualified leads handed over for further engagement with the Client’s in-house consultants. By the Client’s own estimates, between 70% to 80% of the leads are expected to become customers within six months after the campaign. As such, the Client is looking to potentially generate around 354 to 404 new customers for its Part IX Debt Agreement dministration services.


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