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Niche Consulting Firm Gains Solid Foothold in High-Growth SG Market


CASE STUDY



Niche Consulting Firm Gains Solid Foothold in High-Growth SG Market


THE CLIENT



CS_OTH_Niche-Consulting-Firm-Gains-Solid-Foothold-in-High-Growth-SG-Market-client

ABOUT
The Client is a multinational consulting company that offers intangible asset management and valuation services. The scope of their practice covers patents, copyrights, trademarks, and other forms of intellectual property. The company works with manufacturing and technology companies in Australia, New Zealand, the United Kingdom, and United States.



TARGET INDUSTRIES
Manufacturing, IT

TARGET PROSPECTS
CEO, CFO, CTO, Founder, Director, Head of Innovation/Acquisition, Finance Manager

TARGET AREAS
Singapore


THE CHALLENGE



Intangible assets (such as patents, software, content, brand name, and digital property) account for a greater portion of the value of a business today. In Singapore, intangible assets now make up at least a third of local companies’ value, up from 20% in 2010.

The Client is looking to strengthen its presence in the Singapore market, where the rapid expansion in businesses’ intellectual property (IP) portfolios has created strong demand for many of the Client’s services.

Much of this growth has been driven by increased R&D activity in Singapore’s manufacturing, engineering, and technology sectors—which are also the Client’s main target industries.

To support their planned Singapore expansion, the Client has implemented a comprehensive marketing strategy that involves direct outreach with key decision makers from companies that strongly fit their customer profile.

Right from the outset, the Client had decided to outsource this component of their marketing plan, laying down clear requirements for what they wanted their service provider to meet:

  • Extensive marketing experience in Singapore’s manufacturing, technology, and IT sectors
  • Ability to provide highly-targeted access to relevant companies and contacts
  • Proven track record of success in terms of sales impact
HIGHLIGHTS
  • Launched two highly-successful appointment setting campaigns for a consulting firm in Singapore’s manufacturing and tech sectors
  • Delivered 140% of Client’s target number of qualified appointments
  • Helped the Client carry out their expansion plans in the Singapore market
CAMPAIGN RESULTS

Appointment Setting Campaign Results


THE CALLBOX SOLUTION



The Client selected Callbox as their outsourced partner after extensive discussions with different marketing agencies. According to the Client, Callbox was able to show how they leverage their years of experience marketing in Singapore’s manufacturing and tech industries, including a couple of successful campaigns that resulted in new customers for other consulting firms.

Based on the Client’s objectives and requirements, Callbox determined that the best approach would be an integrated appointment setting campaign. The Client agreed to a three-month pilot program, which was then renewed for another three-month term after initial results met the Client’s expectations.

Profiling Target Customers and Contacts

  1. The Client’s target companies included medium-sized manufacturing, technology, and IT companies in Singapore with 50 to 499 employees and annual revenue of $5 million to $50 million.
  2. The key contacts were made up of CEOs, CFOs, CTOs, finance managers, IT directors, and decision makers in charge of R&D.
  3. Most of the contact records were obtained from Callbox’s internal leads database, while other records were acquired via research.

Multi-Channel Outreach

  1. The campaign reached out to the target prospects via phone, email and LinkedIn.
  2. Targeted emails and live phone conversations enabled the campaign to engage prospects on a one-on-one basis.
  3. LinkedIn helped warm up and profile prospects throughout the campaign.

Multi-Touch Lead Nurturing and Conversion

  1. The touch points were scheduled and performed based on a nurturing cadence that matched the campaign requirements, which started with an intro email and continued with a sequence of phone and email follow-ups alongside LinkedIn activities.
  2. The cadence’s primary goal was to qualify interested prospects as well as book phone and in-person meetings.
  3. The nurturing cadence was automated and managed using Callbox’s Pipeline CRM tool.

RESULTS



The pilot campaign’s results exceeded the Client’s main requirement of generating at least 10 qualified appointments per month. In total, the pilot campaign delivered 43 qualified appointments (sales-qualified leads or SQLs) and 78 marketing-qualified leads (MQLs).

After the first three-month campaign, the Client renewed the contract for another three-month appointment setting program. At time of writing, the new campaign was wrapping up its third month and has produced a total of 37 qualified appointments and 67 MQLs.



Managed IT Firm, a Long-Term Callbox Client, Closes $150K in One Campaign

Managed IT Firm, a Long-Term Callbox Client, Closes $150K in One Campaign


CASE STUDY



Managed IT Firm, a Long-Term Callbox Client, Closes $150K in One Campaign


THE CLIENT



CS_IT_Managed-IT-Firm-a-Long-Term-Callbox-Client-Closes-150K-in-One-Campaign-client

ABOUT
The Client is an Atlanta, GA-based managed IT services provider with a branch office in Sydney, AU. The company works with SMEs in both the Atlanta and Sydney metropolitan areas, offering a variety of IT services including procurement, consultancy, technical support, project management, and cloud management.



TARGET INDUSTRIES
Mining, Construction, Manufacturing, Transportation & Public Utilities, Wholesale Trade, Retail Trade, Finance, Insurance, Real Estate, Services

TARGET PROSPECTS
Owner, Office Manager, IT Manager, Finance Manager

TARGET AREAS
Boston, GA, USA and Sydney, AU metropolitan areas


THE CHALLENGE



The Client started working with Callbox in 2017. Throughout the ensuing 12 months, Callbox has remained a strategic marketing partner for the company, helping them reach key business milestones.

As an extension of the Client’s marketing team, Callbox is responsible for planning and executing targeted outbound prospecting campaigns based on the company’s growth objectives and revenue goals.

During the project’s first two campaigns, the Client focused on increasing awareness and acquiring customers for its growing suite of managed services aimed at SMEs in the Atlanta metropolitan area.

As the company’s marketing priorities shifted (such as the addition of new offerings like its IT advisory and cloud management solutions into the product mix), Callbox was consistently able to readapt how it planned and managed campaigns according to the Client’s changing requirements.

The specialized nature of the Client’s services also meant that marketing reps handling the Client’s campaigns needed to have a good technical grasp of the offerings. This ensured that the company’s unique value proposition was effectively communicated to the target prospects.

In August 2018, the Client expanded into the Australian market by setting up an office in Sydney. The bulk of the outbound activities have since been refocused toward engaging potential customers in the new market

HIGHLIGHTS
  • Designed and deployed a long-term appointment setting program for a managed IT solution provider
  • Accelerated the Client’s pipeline growth with consistent stream of qualified appointments
  • Delivered prospects that converted into $150,000 in new contracts for the Client
CAMPAIGN RESULTS

Managed-IT-Firm-a-Long-Term-Callbox-Client-Closes-150K-in-One-Campaign-results


THE CALLBOX SOLUTION



Each three-month campaign consisted of an integrated phone and email outreach cadence designed to qualify prospects and book them for a meeting with the Client’s reps. Accordingly, each campaign focused on three main activities:

Researching and Profiling Contacts

  • Callbox helped the Client refine its ideal customer profile (ICP) by analyzing and documenting its target market and existing customers.
  • Callbox’s database team then collected contacts that matched the ICP through Callbox’s in-house data repository and also through desk research.
  • For both Atlanta and Sydney campaigns, the Client wanted to target business owners, office managers, it managers, and finance managers from companies in 10 industries, with 15 to 500 employees.

Outreach and Follow-up Activities

  • The campaigns followed a multi-touch outreach cadence primarily made up of email and phone touches to contact and schedule prospects for one-on-one meetings with the Client’s reps.
  • Social media was also used in later campaigns as an added touch point for profiling and nurturing leads.
  • The Callbox team prepared all campaign materials including the call scripts, email templates, landing pages, and social media posts.

Lead Management

  • The first two campaigns were executed using the Client’s own CRM, but later projects were migrated to Pipeline (Callbox’s proprietary marketing automation tool).
  • Pipeline includes SMARTCalling, a data-driven call optimization feature, to maximize decision maker reach, as well as Lead Nurture tool to help the Client customize the outreach cadence.
  • Callbox also provided real-time updates on campaign progress and lead/appointment status, and sent out timely notifications to ensure meetings took place as scheduled.

RESULTS



The project has now completed three full campaigns (each with three months of appointment setting activities) and is currently in the middle of the fourth campaign. So far, the results are in line with the Client’s targets.

The three completed campaigns have generated a total of 90 qualified appointments, or an average of 30 per campaign (around 10 per month). The Client says this far exceeds what their team can produce in-house.

More importantly, during the second campaign, the Client was able to win new contracts worth $150,000 from the appointments delivered by the Callbox team.



AU Janitorial Firm Wins 6 New Clients and 330K in Deals from Campaign [CASE STUDY]

AU Janitorial Firm Wins 6 New Clients and $330K in Deals from Campaign


CASE STUDY



AU Janitorial Firm Wins 6 New Clients and $330K
in Deals from Campaign


THE CLIENT



CS_CC_AU-Janitorial-Firm-Wins-6-New-Clients-and-330K-in-Deals-from-Campaign-client

ABOUT
The Client provides professional managed cleaning services to businesses, government offices, and nongovernment organizations across Victoria and all over Australia. The company’s customer segments include: office, commercial, hi-rise, industrial, retail, medical, and hospitality buildings.



TARGET INDUSTRIES
All industries except government schools and hospitals

TARGET PROSPECTS
General Managers, Operations Managers, Maintenance Managers, Office Managers, Owners


THE CHALLENGE



Although Australia’s commercial cleaning sector is projected to grow at a healthy 5.0% each year until 2019, commercial cleaners continue to face fierce competition and strong downward price pressure, leading to falling sales and shrinking profit margins across the industry.

As a result, commercial cleaning providers like the Client now look to include more proactive marketing tactics in their customer acquisition programs. This is especially true for the Client which operates out of Melbourne, one of the areas in the country with the highest numbers of cleaning companies that are all vying for very similar target markets throughout Victoria and Australia.

In fact, the Client had already partnered with Callbox several years ago and completed a successful three-month outbound prospecting campaign that helped significantly expand its sales pipeline. But due to changes in marketing strategies, the Client thereafter prioritized inbound lead generation.

This time, the Client plans to reintroduce outbound prospecting into its marketing mix to supplement its inbound efforts. The company’s current prospecting program generates an average of 20 face-to-face appointments each month, and the Client aims to increase this by at least 25%.

HIGHLIGHTS
  • Launched a very successful campaign that resulted in 6 new customers for a Melbourne, VIC commercial cleaning firm
  • Added $330,000 in additional revenues for Client while 3-month campaign was still ongoing
  • Increased total number of appointments per month by at least 35%, exceeding Client’s 25% target
RESULTS WITHIN TWELVE WEEKS

AU-Janitorial-Firm-Wins-6-New-Clients-and-330K-in-Deals-from-Campaign-results


THE CALLBOX SOLUTION



Having already worked with Callbox, the Client chose to let Callbox plan and handle a new appointment setting campaign since Callbox has already demonstrated how it uses its capabilities to deliver solid results.

The Client then signed up for a three-month appointment setting program. The campaign plan included implementing a sales cadence using both email and phone touch points delivered at optimal times for engaging each contact.

The main goal was to book office appointments with qualified prospects for the Client’s reps to conduct a free cleaning estimate.

Appointment-Setting

  1. Callbox compiled the list of target companies that included mid- to large-sized Melbourne, VIC businesses that own or operate office, commercial, hi-rise, industrial, retail, medical, and hospitality building types.
  2. The target prospects consist of general managers, operations managers, maintenance managers, office managers, and owners.
  3. Callbox also prepared the call scripts that probed prospects’ fit and interest using customer pain points and the Client’s unique selling points.

Email Marketing

  1. Emails played a key role in the campaign’s prospecting cadence, and were used to initiate contact (intro emails) and to nurture prospects (targeted send-outs).
  2. Callbox created and tested all email marketing materials used in the campaign, including email templates, landing pages, and other email components.
  3. The campaign’s email specialists managed and monitored all email marketing activities


RESULTS



After three months of appointment setting activities, the campaign wrapped up with a total of 23 qualified appointments handed over to the Client.

Together with the client’s 20-appointment monthly average from inbound channels, the appointments generated in the campaign represent at least a 35% increase in the total number of appointments per month.

An even more important result is that, while the campaign was still ongoing, the Client was able to close six of the delivered appointments as new customers. At an average deal size of $55,000, this works out to $330,000 of additional revenues the Client gained from the campaign.

The Client was very pleased with the results that they’ve recently renewed the contract for a new three-month campaign.



AU Security Firm Gets 1800 Sales Appointments from 18 Month Callbox Campaign [CASE STUDY]

AU Security Firm Gets 1,800+ Sales Appointments from 18-Month Callbox Campaign


CASE STUDY



AU Security Firm Gets 1,800+ Sales Appointments from 18-Month Callbox Campaign


THE CLIENT



client-CS_OTH_AU-Security-Firm-Gets-1800-Sales-Appointments-from-18-Month-Callbox-Campaign

ABOUT
The Client develops, installs, and maintains access control and CCTV systems for businesses, as well as offers security integration services and customized security solutions. The Client primarily sells to small and medium-sized organizations across a wide range of industries all over Australia.



TARGET INDUSTRIES
All Industries

TARGET PROSPECTS
Director, Proprietor, Owner, Partner, Managing Director, General Manager, Loss Prevention Officer, Store Manager, Warehouse Manager, Installations Manager, Operations Manager


THE CHALLENGE



The Client ranks as one of the leading Sydney-based security companies that specialize in fully-integrated video surveillance solutions for businesses. The company offers its products and services directly to customers, as well as through its network of channel partners and contractors.

To address the growing competition in its home state of New South Wales and some areas in Queensland, The company adopted a more proactive marketing approach, which added direct outreach into the marketing mix to complement its existing inbound program.

The Client initially carried out outbound activities in-house with its inside sales team researching and contacting cold prospects via phone and emails. But the effort only managed to deliver 37 appointments after six months (or an average of 6 per month).

It was clear that the Client had a hard time scaling its outbound marketing activities. Prospecting took up nearly half of their inside sales team’s time, and the company wasn’t sure how hiring new reps would improve results.

That was when the company decided to outsource its outbound marketing program and let Callbox handle the time-consuming tasks of identifying and setting sales appointments.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Completed an 18-month integrated appointment setting campaign that exceeded the Client’s targets
• Delivered an average of 101 qualified appointments each month, which was 17 times more than what the Client’s in-house efforts had generated
• Added more than 2,300 new prospects into the Client’s pipeline, expanding its potential reach in NSW and QLD

results-CS_OTH_AU-Security-Firm-Gets-1800-Sales-Appointments-from-18-Month-Callbox-Campaign

THE CALLBOX SOLUTION



Callbox planned an initial one-month campaign for the Client, since the company wanted to see first how partnering with an outside provider would work out. The main strategy behind the campaign was to use a combination of email outreach and phone conversations to qualify prospects and schedule meetings on behalf of the company’s reps.

Right after the pilot program, the Client decided to proceed with the campaign and reviewed the project status on a monthly basis. The two main campaign components (phone-based appointment setting and targeted email outreach) focused on these activities:

Appointment-Setting

1. The campaign primarily targeted proprietors, managing directors, managing partners, and (secondarily) other persons in charge of business security at SMEs in NSW and QLD.

2. Callbox closely collaborated with the Client to create the materials for the campaign, including call scripts and the prospect list.

3. Agents engaged the target prospects in one-on-one conversations in order to introduce the Client’s latest line of video surveillance systems and to book qualified prospects for a face-to-face consulting session with one of the company’s licensed security specialists.


Email Marketing

1. The Callbox team used emails to initiate contact with prospects and to nurture them throughout the campaign.

2. The campaign also relied on emails to follow up with and respond to prospect inquiries and requests.

3. Callbox crafted and tested the email templates and landing page based on the Client’s requirements and feedback.


RESULTS



The campaign ran for a total of 18 months. In the campaign’s first month alone (despite two weeks spent warming up and nurturing prospects), the Client received 55 qualified appointments, which was around 1.5 times what the company was able to generate from its six-month in-house prospecting activities.

This led the Client to request more calling agents from Callbox to be assigned to the campaign in the subsequent months. This, in turn, helped steadily increase the number of qualified appointments produced during the first few quarters of the campaign, as shown below:

By the end of the 18-month campaign, Callbox handed a total of 1,829 qualified appointments to the Client, (or an average of 101 qualified appointments each month). The campaign also added 1,993 follow-ups and 414 requests for information to the Client’s prospect pipeline.



HK-Based Industrial Supplier Widens Market Lead with Callbox Help [CASE STUDY]

HK-Based Industrial Supplier Widens Market Lead with Callbox’s Help


CASE STUDY



HK-Based Industrial Supplier Widens Market Lead with Callbox’s Help


THE CLIENT



client

ABOUT
The Client manufactures and distributes industrial supplies such as decorative stainless steel sheets and other ornamental products used in interior fit-out projects. The company’s headquarters is located in Hong Kong, and it carries out the bulk of its manufacturing operations in Guangzhou, China.



TARGET INDUSTRIES
Roofing, Siding, and Sheet Metal Work; Fabricated Structural Metal Products; Miscellaneous Structural Metal Work; Elevators and Moving Stairways; Architectural Services; Building Construction, General Contractors, Operative Builders


THE CHALLENGE



Since 1988, the Client has been providing custom decorative building materials throughout Southeast Asia and Australia. Its products include colored stainless steel, decorative glass films, elevator decoration modules, and stainless steel fabrication. The company primarily sells to architects, designers, contractors, property developers, construction suppliers, and other industrial vendors in the region.

The Client says it relies on two key advantages to attract customers and set its products apart from competitors:

1. First is its broad sales and service network across the region, which enables prompt supply and delivery.

2. Second, the Client focuses on design customizability, so that products are tailor-made according to each customer’s specifications.

Before the campaign, the Client’s sales development model placed much of the prospecting and lead qualification burden on sales reps.

Sales was responsible for finding potential customers and booking introductory appointments with prospects, without much in the way of prior screening. Under this setup, the Client estimated that reps were spending less than a third of their time actually talking to prospects, which dragged down both sales productivity and the quality of the customer’s buying experience.

Accordingly, the company has been planning to reassign lead generation and appointment setting responsibilities to its marketing team, but this department is mostly staffed by creatives who are already on tight schedules churning out product materials and sales collaterals.

It was clear that the Client needed to outsource prospecting and lead qualification. But since the company was selling highly-customized products across different geographic markets, the Client wanted to partner with an agency that had both industry knowledge and regional experience.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Completed successful appointment setting campaign that targeted prospects from key industries in six different APAC countries
• Helped the Client increase sales productivity by taking over most of its reps’ prospecting responsibilities time window
• Provided the Client with sales intelligence to make conversations with potential customers more relevant and personalized


THE CALLBOX SOLUTION



After a thorough selection process, the Client chose Callbox as its outsourcing partner. Callbox had an extensive project portfolio of APAC campaigns carried out on behalf of manufacturers and industrial suppliers, including campaigns that covered the Client’s target countries.

Callbox and the Client worked out a three-month appointment setting campaign with the main goal of handing off qualified leads and appointments to the Client’s sales teams based in Australia, the Philippines, and Singapore.

Appointment-Setting

1. Callbox compiled the campaign contact list based on the location, SIC codes, job titles, and annual revenues specified by the Client.

2. The call script introduced the Client’s decorative steel sheet products, and included probing questions that determined fit and need.

3. Contacts who agreed to a face-to-face or a phone meeting were handed off as qualified appointments. The Callbox team also identified and updated key decision makers and other prospect information.


1. The Callbox team prepared cold email templates that served as initial touch points before reaching out to prospects via phone.

2. The campaign also used targeted send-outs to distribute other marketing materials to contacts who wanted to know more about the Client’s products.

3. Email automation schemes were created using the Lead Nurture tool, Callbox Pipeline’s built-in drag-and-drop marketing automation platform.


RESULTS



The campaign ran for a total of three months (or 66 business days), with the first two months focusing on prospects in Australia, the Philippines and Singapore. During the third month, the campaign widened the target areas to include Indonesia, Malaysia, and Thailand.

Because Callbox follows a multi-touch, multi-channel appointment setting strategy, the first couple of weeks in this campaign are spent introducing the Client and warming up promising contacts through emails. Most appointments are generated after this initial phase, as shown in the monthly breakdown below (although the early outreach stage is repeated during the third month for the prospects in the additional target areas):

  • Month 1: 14 qualified appointments
  • Month 2: 22 qualified appointments
  • Month 3: 12 qualified appointments

With the Client’s reps spending more time talking to qualified prospects, the company believes it can increase its lead-to-opportunity rate to 75% and its opportunity-to-close rate to 50%. Using these benchmarks, the Client expects to potentially convert 18 of the Callbox-generated appointments into new customers this year.



Telecom Firms Campaign Enters Next Phase Grows Reach in New Segments [CASE STUDY]

Telecom Firm’s Campaign Enters Next Phase, Grows Reach in New Segments


CASE STUDY



Telecom Firm’s Campaign Enters Next Phase, Grows Reach in New Segments


THE CLIENT



ABOUT
The Client is the satellite communications unit of one of Asia’s largest telecom groups. The company specializes in both fixed and mobile satellite services, providing customized satellite solutions to corporate customers in industries such as oil and gas, shipping, transportation and logistics, banking, and broadcast.



TARGET LOCATION
Singapore, Malaysia, Philippines, Hong Kong, Indonesia, India, Japan, Korea, Thailand, Taiwan, China, United Kingdom, Germany and Greece


THE CHALLENGE



The Client currently has an ongoing appointment setting project with Callbox. As part of its 2018 marketing goals, the Client wants to double down on maritime satellite opportunities in Asia, as well as tap into additional EMEA markets.

This leg of the campaign focuses on the Client’s two Inmarsat Fleet One offerings. Inmarsat Fleet One Coastal covers data and voice services for smaller recreational and fishing boats sailing closer to shore, while Inmarsat Fleet One Global gives access to bundled data and voice anywhere in the world. Both solutions are ideal for commercial vessels and fleets with modest data requirements.

In the previous campaign phases, the emphasis was on potential resellers and end users of the Client’s land satellite services. Both the Client and the Callbox team picked up a great deal of insights about the target prospects and the overall market, which proved useful in refining the team’s campaign approach and the Client’s marketing strategy.

This time, as the focus shifts to maritime satellite communications, the new campaign’s main objective is to identify and qualify potential subscribers for its bundled Inmarsat services from shipping and maritime companies.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Kicked off new phase in campaign to align with telecom firm’s 2018 marketing goals
• Laid groundwork for Client’s expansion into new maritime satellite markets in Asia and EMEA
• Achieved response and conversion targets ahead of schedule


THE CALLBOX SOLUTION



The new campaign phase marks the 15th month of the Client’s partnership with Callbox. The Client says Callbox has become a key force multiplier of its marketing initiatives, greatly expanding the company’s reach and scope with multi-channel prospecting and research capabilities.

The updated plan consists of database profiling and phone-based conversations with prospects integrated with email touches.

1. The Client provided an in-house list of contacts to be profiled and refined by the Callbox team.

2. The targets include shipping and maritime companies in Asian and EMEA countries not directly covered by Inmarsat and VSAT.

3. The Callbox team used primary and desk research methods to verify and update each record, as well as added new contacts that match the target prospect profile.

Appointment-Setting

1. The Client reviewed and approved all materials used in the campaign, including call scripts, email templates, and the profiled list.

2. Agents engaged prospects through live conversations in order to gauge solution fit (whether they require broadband aboard their ships and how much data they need), as well as to book them for a phone appointment with a rep from the Client.

3. The Callbox team used emails to initiate contact and respond to requests for further information.


RESULTS



The campaign has finished one full month (22 days) of appointment setting activities. Since this is only the first month of the new campaign phase, much of the activities focused on priming prospects for live conversations and tweaking the messaging strategy.

So far, the campaign dialed a total of 4,879 records in 22 days and was able to connect with 318 decision makers. From these contacts, the team tagged 93 prospects for follow-up, processed 60 requests for information, and handed off a total of 10 qualified appointments
.
The Client accepted all 10 booked meetings, citing that each appointment met the company’s sales-qualified lead (SQL) profile. With the campaign generating appointments well ahead of schedule, both the Client and the Callbox team are confident that the number of qualified appointments will increase as the campaign progresses.



IT Security Provider Taps into APAC Markets with Callbox Campaign

IT Security Provider Taps into APAC Markets with Callbox Campaign


CASE STUDY



IT Security Provider Taps into APAC Markets with Callbox Campaign


THE CLIENT



ABOUT
The Client is the China office of a U.S.-based company that provides security identity solutions. Its products include authentication and credential management appliances, biometric authentication solutions, card printers, smart card-based credentials, controllers, contactless credential encoders, OEM-embedded modules, and RFID tags.



TARGET INDUSTRIES
AU: Leisure, Gym, Health and Fitness Clubs, Sports Clubs, Membership Organizations
Ph: BPO and Manufacturing


THE CHALLENGE



The Client is looking to capture a huge part of the growing demand for smart cards and personal identification applications in the APAC region. In particular, the company aims to grow sales of its card printers/encoders and its ID card design software suite.

In line with this, the Client’s strategy calls for targeting organizations that issue cards to employees or members in order to position its solutions as an alternative to legacy systems or other secure identity brands. The value proposition for its products and services revolves around flexibility, scalability, reliability, security, and affordability.

Currently, the Client focuses on two key markets: Australia and the Philippines. Its target companies in Australia include golf clubs, yacht clubs, sailing clubs, football clubs, rugby clubs, and other organizations with regular members. For the Philippines, the Client wants to reach out to manufacturing and BPO companies.

This year, the Client has been moving more toward outsourcing marketing activities in the awareness stage of its sales funnel. The company wants its in-house team to concentrate on nurturing and following up opportunities, while letting a third-party agency do much of the prospecting and lead generation heavy-lifting.

Aside from delivering cost savings and productivity gains, the Client requires its marketing partner to have deep familiarity with its target markets and must be able to effectively communicate its value proposition.

HIGHLIGHTS
RESULTS WITHIN TWELVE WEEKS

• Carried out a uccessful appointment setting campaign for a leading IT security company
• Met all campaign objectives by the end of the project
• Delivered highly-qualified sales opportunities and actionable marketing intelligence


THE CALLBOX SOLUTION



The Client selected Callbox after a thorough evaluation process, citing Callbox’s proven track record of successfully managing campaigns for complex-sale IT products in the APAC region.

Representatives from the Client and Callbox then hammered out a campaign plan whose main goal was to engage prospects via live phone conversations enhanced with email and other channels. The primary focus of each touch point was to sell the benefits of the Client’s secure card printer/encoder and ID personalization uite in order to book an appointment with a rep from the Client.

Appointment-Setting

1. Callbox prepared the contact list based on the Client’s specifications for each target market (Australia and the Philippines). The Client then approved the list before starting the campaign.

2. The Callbox team drafted separate call scripts for each target vertical (using relevant points from the Client’s value proposition). The scripts were sent to the Client for review.

3. Agents contacted prospects on the approved list. Prospects who agreed to a face-to-face meeting were tagged as qualified appointments or sales- qualified leads (SQLs), while those who showed interest by accepting a free whitepaper were tagged as completed leads or marketing-qualified leads (MQLs).


RESULTS



The campaign ran for 3 months and generated a total of 11 qualified appointments (SQLs) and 104 completed leads (MQLs). The bulk of these appointments and leads were produced during the latter half of the campaign, since much of the first half was spent warming up prospects and collecting additional information.

In addition to leads and appointments, the campaign also gathered vital marketing intelligence for the Client. The Callbox team uncovered which security identity brands were in use, prospects’ feedback on these brands, and reasons for sticking with the status quo.

Since the 11 appointments handed off by the Callbox team are highly qualified sales opportunities, the Client believes it can convert 70% to 80% (8 or 9) of these SQLs into customers within the next three months.



IT Firm Picks Callbox Consultative Fit, Hits Goals in Ongoing Campaign [CASE STUDY]

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


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

IT-Firm-Picks-Callbox-Consultative-Fit-Hits-Goals-in-Ongoing-Campaign

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.



Callbox Aced Appointment Setting for Accounting Expert [CASE STUDY]

Callbox Aced Appointment Setting for Accounting Expert


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.



TARGET DECISION MAKERS
• Owners
• Managing Directors


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 key-decision makers 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.



Callbox Lends B2C Expertise to Debt Management Firm in AU wide Campaign [CASE STUDY]

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


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.



TARGET DECISION MAKERS
• Home Owners


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
RESULTS WITHIN TWELVE WEEKS

• 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 tobe 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.



Callbox Breeds New Customers For HR Consultancy Leader [CASE STUDY]

Callbox Breeds New Customers For HR Consultancy Leader


CASE STUDY



Callbox Breeds New Customers For HR
Consultancy Leader


THE CLIENT



ABOUT

The Client is a strategic workforce planning company that provides innovative human resource solutions, and stands on a mission to help companies achieve strategic objectives through workforce planning, analytics and strategy.

TARGET LOCATION
 Australia (QLD, NSW, VIC, Perth)

TARGET INDUSTRY
 All including government sector (except competitors) 1000 employees and up

TARGET PROSPECT
 CEO, COO, Head of HR, HR Director, HR Manager


THE CHALLENGE



The Client has drawn many years of consulting experience and stacked a load of beneficial “end to end” HR services and solutions focused to better align, acquire, utilise and develop talent, targeting key and strategic functions required to deliver core goals.

However, in the latter years of the company’s operation, the Client realized some exigencies in keeping up with the demands in acquiring customers. The slacken number of new customers in the database urged the Client to decide on taking new marketing options that can help them cope with the problem. A lead generation program was plotted to carry out the Client’s goal to acquire new and more customers.


THE CALLBOX SOLUTION



Callbox’s Multi-Touch Multi-Channel Lead Generation Program was strategically designed to help clients get in front of their customers at the best time when they are most ready to listen and are most interested. This was made possible by Callbox for the Client through the Pipeline Lead Nurture Tool.

In the campaign, the Client aimed to promote its core services: Workforce Analytics, Human Resource Consulting and Workforce Strategy and Optimisation. These services were common among HR Consultancy providers in the region but the Client wanted to make a difference in addressing the customer’s’ HR requirements by doing a top-to-toe solution.

Initial Email Copies
Using the Pipeline Lead Nurture Tool, the Callbox team sent out initial email copies bearing the Client’s summary of services and solutions, website and query boxes. Email replies and actions taken by prospects such as clicking the website and queries were tracked in real time for the agent to follow-up on.

Appointment Setting
Follow-up calls were made by the Callbox agent wherein probing questions were asked to discover the prospects’ HR needs and so that the Client may be able to tailor fit the best services and solutions for them. The key questions focused on monies invested in the people aspects and the quality of the organization’s human capital initiatives. The prospects’ answers were carefully and properly noted and all contact details were verified before the calls were disposed.

Request For More Information
Prospects who requested for more information were as good as completed leads. Brochures were set by the Client himself for the purpose of analyzing the prospect’s business status and to come up with the best answer to their questions.


RESULTS



The campaign delivered a total of 15 solid appointments63 warm follow ups and 228 RFIs (request for information). The 15 appointments set by the Callbox team were companies that had varied HR needs specifically on workforce planning, management and reporting.

With the Callbox Multi-Touch Multi-Channel Marketing Program and the Pipeline Lead Nurture Tool, the Client was able achieve its goal to acquire new customers. Moreso, they look forward to acquiring more new customers from their list of warm follow-ups that they currently nurture.



Callbox Perfect Candidate for Japan Chief Recruiter [CASE STUDY]

Callbox: Perfect Candidate for Japan’s Chief Recruiter


CASE STUDY



Callbox: Perfect Candidate for Japan’s Chief Recruiter


THE CLIENT



ABOUT
The Client is Japan’s largest recruiting and information Service Company. They are focused on supporting a diverse range of work style though offering a wide variety of services including job advertisements, permanent placement services, temporary staffing services, outsourcing services, pre organization-related services, and development-related services in an effort to help realize a world in which people can freely choose their own unique work style.

The Client also provides a broad range of services for companies, from employee recruitment to development and assignment. Through their diverse services, they are committed to offering the best HR solutions for business operations.

TARGET LOCATION
 Houston, New York, Singapore, Hong Kong, Australia and UK

TARGET INDUSTRY
 All industries except recruitment and employment agencies and job boards companies


THE CHALLENGE



The Client was planning to launch a new product in Singapore and they didn’t have a marketing team to help them engage with customers. Hoping to reach out to prospects and meeting their deadline, the Client decided to outsource to a company that specializes in reaching new markets and has all the marketing tools including database, email support and social media to manage a campaign and help generate potential clients for them.


THE CALLBOX SOLUTION



1st Campaign:

Before the campaign commenced, the Client highlighted how crucial it is for them to reach their target prospects for the launch of their product. Prior to signing up with Callbox, the Client had planned a marketing strategy of their own, which was focused on different target locations per week. They decided to apply this strategy to their first Callbox campaign.

Contacts were profiled properly and were sent out an email. To get more interested prospects, the team needed a sustained and focused effort. However, despite much effort exerted by the team, the Client’s marketing strategy gave them less time to nurture their warm prospects, which resulted to failure in meeting the Client’s campaign expectations.

table1

The Client assessed the results and the team provided their feedback on the campaign as well. After evaluating the campaign, the Client and the Callbox team came to the following conclusions:

  • Jumping from one target area to another from week to week gave them less time to reach out to the right people. The availability of prospects had to be put into consideration as well.
  • Having limited time to run the campaign affected the conversion rate. Many prospects considered looking into the product, however, most of them didn’t want to commit yet.
  • Right timing is the key. Running a 3-week campaign on a lean month, when most of the prospects were on vacation, contributed to a lower-than-expected turnout.

2nd Campaign:

Having learned much from the initial campaign and armed with insights on how they can make improvements, the Callbox team, together with the Client, made some changes to help improve the campaign’s performance. In order to address the Client’s challenge of reaching out to prospects before the official launch of their product, the team implemented the following:

  • Callbox’s multi-channel approach, whereby the team sent out emails to warm prospects prior to the start of the campaign which helped generates positive replies and was converted to appointments. At the same time, the team tried different approaches to touch base and follow up with them while running the campaign.
  • The Client ran a 2-week campaign, this time with 4 agents focusing on one location. The team conducted regular status meetings with the Client to provide updates and keep track of their course of action.

With the help of the Callbox Pipeline Lead Nurture Tool, the team was able to create a scheme and set a timeline that helped achieve the desired results within the time frame specified by the Client.

Callbox’s multi-channel approach played an important role which resulted to higher number of appointments at the end of 2nd term:

table2

Before the end of the campaign, the client commended the team for their effort, “99% no cancellation of appointments. Only 1% of the appointment was cancelled because of double booking.”


RESULTS



With Callbox’s experience and the team’s expertise in troubleshooting different types of campaigns, together with the Client, they managed to create a customized program to meet the Client’s target and expectations.

Running a multi-channel marketing campaign with the aid of the Callbox’s Pipeline Lead Nurture Tool, the team managed to deliver a higher number of qualified appointments than they would have without it. As a result, the Client decided not to accept more office appointments and advised the team to convert them to leads instead as they no longer have enough people to handle all appointments delivered.

Currently, the Client is nurturing 178 leads, 37 of which are interested with the product and agreed to meet with the Client’s sales team, 75 warm leads who are interested to know more about the product and 66 leads which can be followed up through email. These impressive results prompted the Client to signify his intention to sign up for a long term contract by the 3rd quarter of this year.