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Callbox Data Profiling A Major Coup for Exhibition Leader [CASE STUDY]

Callbox Data Profiling A Major Coup for Exhibition Leader

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The Client

The Client is an exhibition and conference pioneer that withstood time and tide to become Singapore’s top and most successful trade event organizer today. They stage trade exhibitions that provide dynamic platforms for effective networking and business opportunity growth to the largest and longest-running key industry sectors in the region.

Summary

Their four-decade reign as the leader in the exhibition industry brought numerous recognition from different award-giving bodies like the Exhibition City Approved International Fair (AIF) Scheme and the Singapore Business Events Awards. Such has gained them much trust from the industry sectors they serve and increased their clientele list over the years. Indestructible they may seem to have lived with a four-decade trade leadership in the region, what good reason did they have to still take the option to enterprise telemarketing into their current strategies? Why not stick with the conventional, but proven effective scheme of 40 long years?

The Callbox Solution

Campaign 1

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Campaign 2

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Singaporean Research and Consulting Company Strides into US Market with Callbox [CASE STUDY]

Singaporean Research and Consulting Company Strides into US Market with Callbox

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The Client

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.
Training and Telemarketing an Award Winning Tandem [CASE STUDY]

Training and Telemarketing – an Award-Winning Tandem

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The Client

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.

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.

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.

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Callbox Locked Up Leads for Global Insurance Broker

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The Client

The Client is the world’s largest privately held insurance brokerage firm, providing insurance, risk management, employee benefits and retirement services.

The Challenge

The Client has an in-house team in Hong Kong which acts as its core marketing support in APAC, and is responsible for engaging fortune companies in the region. It’s a strong resource for building a huge stack of global customers and the company’s annual growth. Despite its market strength, the Client continues to create innovative solutions to scale up the business. With a new project to launch in Asia, the Client decided to outsource to fill in the gaps in building intelligent marketing campaigns.

The Callbox Solution

Looking at the campaign objectives, Callbox planned out an Account-Based Marketing campaign which consisted of:

  • Account-Based Multi-Channel Lead Management via Voice, Email, Chat, Web, Webinar, and Social Media
  • Sales Enablement & Support which included Team Training, Account Setup, and Back Office Sales Support
  • Tools & Subscriptions utilization of Callbox Pipeline and HubSpot CRM
  • Account Management including Strategy Building, Reporting, and Product Knowledge

The Goals

  • The Callbox team was to build a well profiled database of the Client’s prospects in Singapore
  • To market the Client’s Corporate Risk and Employee Benefit insurance programs

The campaign involved two key steps:

Account Research and Selection

  1. The Client specified target industries, locations and relevant contacts
  2. Callbox worked out the Client’s ideal customer profile (ICP) which served as a basis for identifying qualified accounts
  3. Callbox then compiled a list of potential contacts to target, which was reviewed and approved by the Client

Account and Prospect Profiling

  1. The Client provided target decision makers for the Callbox team to reach, which consisted of detailed demographic and firmographic segmentations.
  2. The buyer personas designated as the campaign’s primary targets were  HR and Finance Managers.
  3. The master contact list was segmented based on these personas, and was further grouped according to industry type.

Results

Overall, the Account-Based Marketing Lead Generation and Appointment Setting campaign produced a total of 186 Sales Qualified Leads and 12,749 Profiled Contacts.

The campaign kicked off with only one agent in the first quarter. Based on the impressive performance that the Callbox team showed in the first three months, the Client added another seat in the second quarter, and renewed for another six months.

Callbox Revs Up Tax Consulting Firm's Sales Efforts [CASE STUDY]

Callbox Revs Up Tax Consulting Firm’s Sales Efforts

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The Client

The Client is an independent property tax consulting firm specializing exclusively in providing taxpayers of commercial, industrial, multi-residential, and special purpose properties with full-range property assessment and tax management services.

They have a national reach with 19 offices that handle large sales territories across the United States including New York, California, Illinois, Pennsylvania, Massachusetts and Texas.

The Challenge

The Client needed a way to help all their Managing Consultants who head each regional office across the country in bulking up their sales pipeline.

The Callbox Solution

The Client approached Callbox to conduct an aggressive telemarketing campaign that would fill their calendars with qualified appointments on a daily basis. Starting with a test campaign for one location, Callbox now conducts the appointment setting campaign for 14 of the Client’s 19 locations including its head office in Arizona.

To meet the Client’s requirements, Callbox decided to assign a personal appointment setter to the Main Specialist for each location. Appointments are set based on a detailed script and strict qualifying criteria provided by the Client including:

  • Introduction of the Client to the prospect
  • Explanation of the coverage of the appointment being set on behalf of the consultant or specialist
  • Initial qualification of the prospect based on the amount currently paid in personal taxes
  • Delivery of proper rebuttals when necessary

Callbox appointment setters then e-mail the prospect companies copies of the Client’s marketing collateral and Statement of Qualifications.

Appointments are then delivered via Pipeline CRM, an online CRM tool developed by Callbox especially for clients with distributed offices and disparate territories. This enables consultants and specialists to access their up-to-date sales pipeline anytime, anywhere, maximizing their time to develop new business. Sales people can follow-up the appointments even when the Specialists are not available, making sure no leads fall through the cracks.

Results

Callbox experienced appointment setters coupled with the Callbox online appointment setting tool allowed the Client to concentrate on their core business-delivering exceptional property tax consulting services rather than cold-calling and managing each sales person.

The Client now enjoys:

  • Over 100 highly qualified appointments every month
  • Higher conversion rate as a result of improved lead quality
  • Coherent single-source feedback on the current pulse of the market in various territories
Callbox and Client Together Clean House [CASE STUDY]

Callbox and Client Together Clean House

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The Client

The Client is a renowned expert in commercial cleaning with an industry-wide reputation for its unbeatable service record. It has nearly 40,000 customers worldwide, providing services with state-of-the-art equipment and the most efficient chemicals available.

The Challenge

The Client applies superior cleaning techniques with one goal in mind: to revolutionize the commercial cleaning industry. Its extraordinary growth is attributed to its system-wide network of over 90 Support Centers in the United States, Australia, Asia, Canada and South America, with plans for further expansion. The Client specializes in hard floor care, carpet cleaning, window cleaning, pressure washing, and restroom sanitation and was ranked by Inc. Magazine in its prestigious Inc. 500 issue as one of the 500 fastest growing privately held companies in the United States. The Client continuously strives to develop new and innovative cleaning solutions to enhance the work environments of its customers. Due to its huge client base, the Client knew the time was right to further expand its territory. The Client wanted to continuously search for other businesses to which it could offer its services in line with its plans for further expansion. The Client needed a partner to increase its flexibility to cover a larger area. The three requirements were:
  • The prospect property be at least 1,500 square feet;
  • it needed cleaning service at least once a week; and
  • that hotels, restaurants and government offices be excluded.
The Client’s marketing arm needed to focus on closing deals, instead of spending a considerable amount of time researching industries and facilities that needed their services.

The Callbox Solution

For the Client’s needs, Callbox chose the most appropriate marketing tool — Appointment Setting. An Appointment Setting Campaign was launched in June. Two full-time callers targeted commercial and industrial offices found in San Francisco and Los Angeles, with the exception of hotels, restaurants and government offices. Since each appointment setting campaign is unique, Callbox assigns telemarketers that are best suited for individual programs. After discussing the strategic process with the Client, qualified meetings with specifically targeted and properly identified decision-makers were set up. Some of the information Callbox agents were tasked to collect and confirm are the following:
  • Company and property sizes
  • Number of employees
  • Frequency of cleaning needed
  • Estimated number of people who visit the office everyday
  • Satisfaction with current cleaning services company
Setting and confirmation of qualified appointments immediately followed after agents successfully generated interest in the Client’s cleaning services. A more thorough presentation of the Client’s full range of services, their customized service proposal, and details of the cleaning schedule and specific areas to be serviced were left to the Client’s marketing arm.

Results

Due to Callbox representatives’ excellent communication skills and persistence in the conduct of the appointment setting campaign, the Client expressed satisfaction with Callbox’s services and since then has a steady flow of qualified appointments for its sales team. As of the time of this writing, Client has renewed its contract ten consecutive times.
Callbox Provides Maximum Marketing Support for Talent Management Solutions Leader [CASE STUDY]

Callbox Provides Maximum Marketing Support for Talent Management Solutions Leader

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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 / Contact 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

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 Pipeline CRM, 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.

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.