The Client

The Client is a professional business software consulting firm based in Irvine, CA. They specialize in the Sage Software family of products – Sage MAS 90 and 200, Sage BusinessWorks, Sage CRM, and JobOps Job management software. The Client helps businesses increase productivity and profitability through the application of integrated accounting, distribution and management software. Their reporting tools allow users to quickly and easily extract, analyze and professionally present business information.

The Client’s services include software selection, system design and implementation, user training and support, data conversion, and eCommerce/EDI/CRM consulting. With the goal of being the most trusted and most responsive in the network technology and business management industry, they have helped over 400 companies in a wide variety of industries. The Client engaged the services of Callbox in August 2005

The Challenge

Considering the stiff competition and difficulty of marketing business software, it was crucial for the Client to double, even triple their sales and marketing efforts in order to find prospects. They lacked the team and resources to search for prospects. Sales and marketing was handled by one person who wanted to focus on presenting proposals and closing deals and could not be burdened by the time-consuming search for prospects. The Client needed to scour the market for businesses with upcoming software system projects such as software evaluation and upgrading. They targeted businesses that needed:

• system change
• system upgrade or downgrade
• system maintenance
• add-ons to current system

The Client sought a partner to find these prospects, generate interest for the products and services and provide all necessary marketing support to achieve their goal.

The Callbox Solution

The Client turned to Callbox to rev up their sales efforts.

Callbox initially carried out an invitational campaign in Aug. 2005, calling prospects and inviting them to attend meetings and/or seminars conducted by the Client. A series of lead generation and appointment setting campaigns followed, spread out over a year, alternately conducted on a per-lead or per-seat arrangement. Since the start of the campaign, the call quota of Callbox agents rose from 100 to 160 calls per day, targeting 20 leads per month as required by the Client.

Callbox agents inquired about prospects’ plans to change or replace their business management software in the next 3-12 months. This was followed by a series of questions regarding:

• satisfaction with the current software being used
• flaws/problems with current software
• current systems used for operation and accounting
• evidence of manual or double entry for processes
• interest in changing or upgrading current software
• functionalities expected from the software
• time-frame for implementation
• budget

Aside from calling prospects, the Callbox team sent out brochures to customers asking for additional information. Prospects that had talked with the Client’s sales consultant were also forwarded to Callbox agents for follow-up calls.

The Results

Since August 2005, Callbox agents placed a total of 27,857 calls for the Client, and have forwarded 240 leads since the start of the lead generation and appointment setting campaigns. With Callbox handling the qualification and forwarding of hot leads, the Client now devotes full attention to closing deals significantly increasing sales. They were pleased with the performance of the Callbox team who delivered a total of 72 leads from February to June 2007. Thereafter, the Client pre-extended their contract through to September 2007.

The Client

The Client specializes in empowering project workforce locally, and provides visibility globally. They make it possible to manage project workforce in real-time, eliminating the spreadsheets and custom-built applications enterprises use to fill the gaps caused by disconnected systems.

Their project workforce management helps streamline project management, optimize resource utilization and precisely account for costs and revenue across projects and workforce. The Client leverages existing software investments and adapts to structures and processes to automate time and expense tracking, cost and revenue accounting, workforce planning, as well as other project and workforce related processes.

The Client’s on-demand software has earned an unqualified SAS 70 Type II certification ensuring maximum data security, reliability, and scalability for our hosted customers. Since 1995, the Client has served over 800 organizations around the world, including Caterpillar, Corning Cable Systems RD&E division, First National Bank, Hydro Quebec – DPE, Invensys Systems Canada, Major Drilling, Pioneer Natural Resources, State of Wyoming, The Pentagon, University of Michigan, Fisher Scientific, and Wyeth Biopharma.

The Challenge

With the volume of traffic the Client’s website gets every day, the Client needed to gather significant information from all its visitors in order to enhance its service offerings. It sought the services of a sales and marketing expert to handle all website inquiries and calls on their behalf and more importantly, qualify visitors and identify their needs so that its sales team can focus more on closing deals.

The Callbox Solution

For Client’s needs, Callbox implemented an extremely effective marketing strategy — Lead Qualification.

The Callbox team handled all service inquiries in the Client’s website. Callbox agents profiled the Client’s visitors by asking them their role in the company they represent, what industry they belonged to, the motivation behind visiting the website and gathering their contact information. The more crucial process was finding out what service they were interested in and what their requirements were. The qualifying process included questions on:

• Budget
• Current processes and software solutions
• Number of Users
• Target implementation date
• Industry

While discussing these criteria and requirements, each Callbox Lead Manager types notes directly into Thunderchild using the template of the question and determines which among his or her list should be given a follow up call.

Once a lead is set to qualified, the Callbox sales team will then take over. An appropriate sales representative is assigned to a particular set of prospects based on their geographic location as well as the size and scope of the implementation. The sales representative then calls these prospects for a more thorough discussion about their business requirements in preparation for an eventual product demonstration.

Owing to the Callbox team’s excellent communication skills, consistency and efficiency in the conduct of the Lead Qualification campaign, the Client has been getting a steady flow of qualified appointments. Its sales team is now devoting full attention to closing deals, significantly increasing sales.

The Client

The Client is a worldwide talent management leader with experience serving organizations of all sizes. The Client configures talent solutions for specific business needs to dramatically improve business performance. They provide on demand talent management solutions to assess, acquire, develop, and align workforce.

The Client delivers a comprehensive suite of solutions for businesses of all sizes, matching all sources of talent – be they professional and hourly candidates, agency referrals, campus recruits, contingent workers, or existing employees to all positions, whether it is centralized, decentralized, or multinational. It maintains its headquarters in the San Francisco Bay Area and a research and development facility in Quebec City, where the company employs approximately 300 people focused solely on talent management applications.

The Challenge

The Client needed to invite prospects to its 2007 World conference. Its desired attendees were composed of its current customer base and prospects from all over the US culled from their in-house database.

This global company needed a reliable partner to update and manage its lists and gather pertinent information such as names of prospects, email addresses and phone numbers, company names, addresses and zip codes. Using the lists from their database, the Client needed to generate interest and drive attendance to their event.

The Callbox Solution

The Callbox team broke the challenge down into distinct implementation phases:
Database Cleanup, List Management and Call to Invite Campaign.

Database Cleanup
The Callbox team helped preserve the valuable information in the Client’s
global database which contained millions of key contacts. The team updated and enhanced their existing prospect and customer lists by:

• reviewing, evaluating and studying the work that needs to be done for the Client’s lists;
• updating addresses, name spellings, titles and email addresses;
• removing or consolidating duplicates;
• normalizing data formats;
• adding key data fields
• phone-verifying all contact and company information

List Management
With the team’s expert knowledge of the direct marketing business and trends in the List Industry, recommendations were given to the Client on how to best utilize their list. After studying the Client’s prospect list, target emails based on interest, demographics, or custom questions were prepared by the Callbox team and sent out using advanced software and systems. Responses and results were recorded, tracked and reported to the Client daily.

Call to Invite Campaign
After completing the list cleanup process and list management, Callbox agents went to work calling and qualifying potential attendees as a follow-up on all emails sent. All call activities were automatically logged in to PipelineCRM, Callbox’s customer contact and sales force management system where the Client can view, process or download reports of leads and/or appointments generated by Callbox agents. Personal contact and company information were collected from those who signified their intention to attend the conference, organized and forwarded to the Client to be included in their list of attendees. Highly-trained Callbox agents efficiently multi-tasked, making hundreds of calls daily, identifying potential attendees, providing conference information when requested by prospect and preparing reports for the Client.

The Results

With Callbox providing maximum support prior to their event, the Client was able to focus on preparing for the conference itself and exceeded its target number of attendees. Client was impressed with the Callbox team’s excellent prospecting skills and attention to detail in cleaning up and updating its lists that it renewed its contract several times.

With Callbox’s list management and efficient reporting, the Client was freed from purging, updating and mailing, as Callbox did everything for them. With enhanced database capabilities, they are exploring an even more extensive direct marketing aimed at solely building their email lists.

Callbox: Providing Sales Support to one of the Largest Business Software Companies

Product/Service: ERP Software

Campaign Type: Lead Generation, Data Profiling, Call-to-Invite

The world’s third largest business software company, with branches in over 30 countries, offering a wide range of enterprise business software wants to partner with Callbox to develop and execute a comprehensive lead generation, qualification and appointment-setting program to capture greater market share for their business software solutions, and ultimately provide the best software experience for their customers.

Callbox’s objectives were:

• To generate quality leads and appointments through outbound telemarketing
• To profile and update the client’s prospect database with up-to-date business and contact information
• To invite the Client’s customers and prospects to attend company-sponsored events in the Philippines, Indonesia, Malaysia and Singapore.

Callbox provided total sales and marketing support by identifying and qualifying prospects and loading them on to the Callbox Pipeline for the client to review, employing its vaunted data profiling technology to improve the client’s database, and carrying out several call-to-invite campaigns.

How did Callbox manage to increase the client’s sales and put it in the best position to acquire a bigger chunk of the market? Find out here.

Software Company Favors Callbox Sales Leads Over Own Contact List

Product/Service: Microsoft Dynamics
Campaign Type: Lead Generation

A Microsoft-Certified IT company wants to outsource for lead generation so that its inside sales team could focus on converting leads into sales. It chose Callbox to handle the prospecting and appointment-setting campaigns that targeted manufacturing and distribution companies.

Given the very specific objectives by the client and armed with an array of lead generation tools, Callbox immediately set out with a highly targeted contact list that eliminated prospects that did not qualify the client’s criteria. Satisfied with the results, the initial three-month contract was followed by a six-month term, which continued for five years.

Find out how Callbox was able to consistently fill the client’s calendar with quality leads month after month for five years.

Integrated Campaign for UK’s Leading Workflow Automation Solution

Product/Service: Enterprise Workflow Applications Software & Automation Solutions (Microsoft)
Campaign Type: Call-to-Invite, Lead Generation

A London-based world-leader in providing enterprise workflow applications software and automation solutions to more than 1500 corporate clients wants prospects to flock its Microsoft SharePoint Seminar in London, and from that pool, phigh-qualityquality sign-ups.  Without experience in outsourcing its marketing function, it banked on Callbox to find resources that are fully-qualified and with near-term requirement for the products it offers.

• The Callbox team wasted no time in launching a lead generation campaign that focused on promoting the client’s workflow application for the police and fire services in the London area.
• An integrated two-phase plan that consisted of both event invitation and lead generation marketing was also put in place, with Callbox using PipelineCRM (now, the Callbox Pipeline) to give the Client real-time updates.

Learn how Callbox enhanced the client’s brand, improved its product awareness and inspired the Client to practice outsourcing.

The Client

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

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

The Challenge

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

The Client’s main objectives were:

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

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

The Callbox Solution

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

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

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

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

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

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

The Results

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

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

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

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

Product/Service: Practice Management and Tracking software
Campaign Type: Lead Generation

A recognized software company in Australia which develops and distributes practice management and tracking software for large companies wants to penetrate foreign markets dominated by larger, global brands. After years of doing its own telemarketing and relying on word-of-mouth marketing, it still found its efforts inadequate. It turned to Callbox for serious lead generation efforts.

• The client wanted Callbox to produce substantial quality leads by educating prospects about the benefits of practice management software and to schedule product demos with them
• Callbox created an outbound telemarketing team complete with its potent combination of telemarketing list and personalized scripts, and implemented rigorous QA monitoring make sure every lead meets the client’s requirements

The Callbox team made tens of thousands of calls throughout the campaign. Find out how many of the calls translated to sales and how huge a success the campaign was for both parties.

The Client

The Client is a leading supplier of shipping software and IT solutions. Based in Singapore, it has more than 100 employees serving over 200 clients worldwide. Its IT solutions are being used by well-known customers around the world, mostly shipping companies, liner agents, short sea carriers, NVOCCs, terminals, and depots.

The Objective

The Client wanted to increase sales from new businesses and open new markets abroad. Although it had its own inside sales team running its lead generation campaigns, the Client found managing international campaigns quite challenging given the scope of its target market which required working in different time zones. So, it looked for a marketing partner who could execute a more targeted lead generation campaign and bring in more qualified sales leads for its inside sales team to focus on.

The Challenge

Upon learning about Callbox in 2007, the Client was hesitant because outsourced telemarketing service was embryonic and unproven in Singapore at the time. Nevertheless, by explaining the benefits of outsourcing to a qualified telemarketing company, Callbox was able to convince the Client to embark on a cold calling campaign with them.

The Callbox Solution

The first campaign took off in February 2007 with one dedicated telemarketing agent. Close coordination between the Client and the Callbox Team played an important role throughout this campaign. Callbox conducted weekly conference calls with the Client to address campaign-related issues and facilitate exchange of ideas. The Client also provided Callbox with weekly updates on companies they wanted to focus on. The success of this campaign was a result of both parties’ willingness to work closely together in addressing questions and concerns.

The Client expressed why it continued to use Callbox’s services after the first campaign::

1. Callbox did an excellent job in generating interest in the Client’s target market.
2. Callbox was able to bring in new clients despite working across different cultures and time zones.
3. Callbox managed to keep regular communication with the Client.
4. Callbox agents possessed the ability to grasp information fast.

The Client

This Ontario company is a top provider of Managed Services and Remote Monitoring software for small and medium-sized IT solutions providers worldwide. It has won several major awards and established itself as a leader in market adoption, product innovation, and commitment to the success of its partners.

The Challenge

The Client needed a marketing partner to:

1. Promote its services and drive registrations to its weekly webinars.
2. Generate qualified leads to support its in-house sales team.

Generating a minimum of 30 webinar registrations per day required hundreds of calls and became challenging for Client’s in-house staff. Deciding to outsource for the first time, the Client chose Callbox for its extensive experience in B2B telemarketing.

The Callbox Solution

The Client approved a call-to-invite campaign in June 2010 with a team of eight Callbox telemarketers. Each agent was required to target a quota of four confirmed webinar registrations daily. The Client provided Callbox with a list of potential contacts from various IT organizations. Additionally, Callbox mined its own database of over 20 million records worldwide and segmented thousands of potential registrants in the US and Canada.

Callbox’s professional telemarketers contacted key prospects to introduce them to the potential of increased sales and lowered business costs through managed services. Leads that expressed interest and agreed to be contacted by the Client were registered for the webinar and then passed to the Client’s lead development team.

Giant Software Company Finds Callbox at the End of Quest for Sustainable Marketing Solution

Product/Service: Enterprise Software
Campaign Type: Call-to-Invite

An established multinational software manufacturer with 60 offices in more than 20 countries already has a huge database of potential clients it has compiled for almost three decades. It wants to maximize this resource by partnering with reputable lead generation company that would convert its contacts into customers. Callbox took the challenge.

No stranger to challenging situations, Callbox mapped out a strategy that included an RSVP campaign manned by its most experienced people to generate leads, and worked closely with the Client’s own team in qualifying and following up on targets prior to the seminar.

How did Callbox exceed the client’s expectations and won itself a slew of other contracts? Find out here.