Outbound Campaign Fast-tracks Inbound Results for Business Travel Platform
Shortly before first contacting Callbox, the Client was in the middle of a key strategic refocus that aimed to expand the company’s footprint in the growing SME business travel segment. The Client had already developed specific packages and solutions tailored for small and medium-sized companies’ needs and was looking to acquire more SME accounts.
To help drive awareness and generate interest in its SME-focused offerings, the company launched a number of lead generation initiatives that included publishing a comprehensive whitepaper on creating and deploying a company travel policy.
The Client wanted to reach new prospects with this content asset but encountered mixed results with the distribution and promotion tactics they were using (which mostly consisted of inbound channels like SEO, social media, and online promotion).
Downloads average 6 per week (although this went up as high as 11 in the first full week after publication) and marketing-qualified lead (MQL) conversion rates didn’t meet the Client’s targets.
After considering other options for distributing the whitepaper, the Client decided to include outbound channels in its content promotion mix. But, having no outbound expertise of its own, the Client began looking for a third-party lead generation vendor to handle the outbound portion of the campaign.
• Launched a targeted, integrated lead generation campaign to promote a key content asset and qualify prospects
• Doubled the number of whitepaper downloads and increased the content’s conversion rate
• Increased the volume and quality of MQLs in the Client’s pipeline
THE CALLBOX SOLUTION
The Client chose Callbox after a thorough evaluation process, pointing out that Callbox’s multi-channel approach at lead generation and prospecting best met their goals. The Callbox team then prepared a campaign plan for a 3-month lead generation program with the following objectives:
• Increase the number of hand-raisers from its whitepaper
• Qualify prospects based on their ability to influence business travel decisions
• Collect key information to profile each prospect
The campaign carried out direct, targeted outreach through live conversations with the target prospects enhanced through email, social media, and online channels. The decision makers included HR directors, HR managers, CFOs, finance directors, administrative managers, CEOs, and other persons in charge of expense management/ procurement from companies all over the U.S. with annual revenues not exceeding $10 million.
The targeted lead generation campaign ran for a total of 66 days (22 days per month). As with most of Callbox’s multi-touch, multi-channel lead generation projects, leads only began trickling in after the first two weeks of the campaign. That’s because the campaign’s opening phase focused on initiating contact and nurturing prospects through email which maintained open rates of 32.2% and click-through rates of 9.7%.
Broken down by month, the lead
generation activities produced the
The company travel policy whitepaper was downloaded a total of 189 times during the three-month campaign period, which gave a weekly average of nearly 16 downloads (or twice the pre-campaign rate). The Client also mentioned that 80% of the 109 leads (or 88 leads) were already MQLs.
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.
Appointment Setting/Lead Generation
Campaign Target Criteria
Location: Australia (QLD, NSW, VIC, Perth)
Industry: All including government sector (except competitors) 1000 employees and up
Decision Makers: CEO, COO, Head of HR, HR Director, HR Manager
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.
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.
The campaign delivered a total of 15 solid appointments, 63 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.
Industry: Medical Software
The Client is a group of academic clinicians and other professionals like engineers and researchers who develop advanced neurological disorders assessment tools, specifically for dementia, and have been in service for more than a decade now. Their product is a memory assessment software used by clinicians to test and analyze a dementia patient’s memory, which also provides recommendations and further medical steps to take based on results.
Campaign Type: Hot Transfers/Appointment Setting
Campaign Target Criteria
Industry: Medical Clinics & Rehabilitation Centers
Decision Makers: Neurologists (doctors, consultants, neuro nurses)
The Client launched its first neuro-assessment tool in 2000 and subsequently released an improved version of the tool in 2006 and in 2012. The team mainly focused on widely researching and meticulously developing neurological assessment tools, and later on took the project to a higher level by making Android versions of it on different gadgets like smartphones and tablets.
The course was a success – the neuro-assessment software for dementia is accessible to clinicians anytime and anywhere, which enables them to work with accuracy through its real-time data tracking and updating features.
However, the team went amiss on one thing – the marketing aspect of the project which bore the following challenges:
The Client had little confidence in their ability to garner enough marketing attention for the project. And there being very little time left to roll out a well-thought marketing strategy, the Client decided, for the first time, to outsource their marketing initiatives.
The Callbox Solution
A decade of perfected marketing strategies – is the pride and inspiration that drives Callbox to serve its countless global clients with tailored, world-class sales and marketing solutions based on their business needs and goals.
In this campaign, the Client straightforwardly stated their need for targeted qualified leads as the pressure on keeping up or getting ahead of the race was urgent: Hot Transfers as priority leads and Face to Face or Phone Appointments as secondary options. Callbox was more than ready for the challenge.
A Multi-Touch Multi-Channel Marketing program was employed which included the following activities:
Out of the 4,500 contacts, 3,375 (75%) were validated to have opened, clicked links or visited the Client’s website, and completely profiled: decision makers’ names, clinic addresses, active phone numbers, email addresses, social media accounts and SIC codes.
The 3,375 were called which produced a total of 45 Hot Transfers and 21 phone appointments – a huge leap of 75% increase in leads from the Client’s previous average of 16 leads.
The impressive number of leads and appointments was just a part of the Client’s acknowledged success on the campaign ran by Calbox, the other fraction being that the long periods spent on research and development of the neuro assessment tool did not go to waste with the quality of leads generated by the Callbox team. Furthermore, the seamless Callbox workflow of completely profiling all validated contacts for the Client’s in-house marketing team produced leads they are currently nurturing for future conversion.
But for the Client, the cake-topper was the exuberance of seeing results that clearly put them ahead of the competition.
They may be new in the energy industry, but this Sydney-based electricity retailer is rapidly hitting the Australian market with their integrated energy solutions. The current lead generation campaign they are running with Callbox is beaming with rays of potential in providing full energy service to Australian consumers.
“Put the lights on”
Industry: A New Electricity Retailer
Headquarters: Sydney, Australia
Industries: SME, all types except competitors
Employee Size: 1-500 employees
Target Contacts: PIC for the company’s electricity bill, Owner, Manager, Office Manager, Accounts, Finance, Procurement Manager, Facilities Manager, etc.
The initial, single seat campaign period was launched in July 2015. The main call objective was to set a face-to-face appointment for the Client with prospects bearing the discussion on the best solutions to lower down energy bills. The initial production generated 28 leads. This impressive production of leads from the initial period of calling inspired enough trust and confidence from the Client that they recommended our service to their sister company, a Clean Energy Regulator service provider. Callbox worked well and delivered the same amount of hard work and professionalism to the latter which resulted to a very good number of leads of 150, and renewal for another campaign contract.
The second part ran with 3 calling agents, and added 3 more campaigns which the Client branded as “special campaigns”, generating a total of 79 leads which finished with 96 leads. All these were achieved through the collaborated resources of both the Client’s sales team who drove so much vigor in sharing knowledge with the callers, coupled with Callbox’s multi-channel marketing processes.
How much time does it take for a business to grow and step into the ladder of success? This energy retailer expert rolled 3 significant factors into 1 package and took a big leap as the leading energy retailer.
Client’s Full Engagement with the Callbox Team
Before each campaign starts, the client spends ample time to train the callers about their products and services. Also, the client’s sales team directly coaches the agent on call handling, like the proper approach when speaking with prospects and effective game plans that would bring in close-to-sale contacts.
Particular to Targets
The campaign materials like the script, brochures/collaterals, calendar invites, database and email templates, go through their meticulous checking and approval before anything else go live. The client makes it a point that the call activities are focused on the target market. Such careful planning makes the process of reaching the target prospects an easy task for both teams.
Impossible to Resist
What makes this energy retail expert stand out among competitors? Let’s just take 3 answers among the many…
Now running is campaign month 4. With the planned action to integrate a power dialer tool with the current resources being used, the quality of leads generated is positive sign of a long term relationship between the client and Callbox.
This leading energy retailer is taking delectation on each campaign month that we run for them. They value each lead delivered to them by the calling team and take pride in the glowing work relationship they have with Callbox.
The Client is one of the premier retailers of Dish Network, the United States’ lowest priced all digital satellite provider. Dish Network offers a variety of HD programming such as theater-quality movie channels, educational and nature programming, Pay-Per-View HD movies, and HD broadcasts of special events, including concerts, boxing matches and professional sporting events.
The Client offers TV and entertainment packages that are put together to give choice and value, loaded with popular options for a low price as well as very affordable equipment upgrades.
Providing satellite sales, installation and service throughout the US was not easy for the Client which was a young company. It saw the need to grow, not only in terms of client base but in customer service capacity as well, in line with its goal to provide outstanding service to its customers. The Client faced stiff competition from huge cable providers all over the US so it needed a major marketing campaign to introduce its company, its offers and retain a loyal set of customers. An attempt at in-house sales operations was made by the client, but did not generate as many customers as expected. The Client saw the need for a partner to reach its target market and eventually, hit its sales target.
The Callbox Solution
In order to gather interest for the Client, Callbox launched a Lead Generation campaign in April 2006. Since the Client had in-house specialists, the task of Callbox agents was limited to gathering prospects by generating interest in the Client’s offers, and forwarding these prospects to specialists who closed the sales. A total of 10 agents consisting of 7 openers and 3 closers handled Client’s account. The 6-month lead generation campaign by Callbox customer representatives involved the introduction of the company, its offers and basic installation information.
This is the Client’s first experience with outsourcing, and Callbox is proud to be chosen.
The Client is an agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economy wing. Its mission is to promote the overseas growth of Singapore-based enterprises and international trade. With a global network of over 30 locations, the Client offers services to help Singapore enterprises export, develop business capabilities, find overseas partners, and enter new markets. They work to position Singapore as a base for foreign businesses to expand into the region and Singapore-based companies.
The Client’s primary objective was to acquire foreign leads to participate in their ‘business matching’ trade portal. They targeted importers, distributors, wholesalers and manufacturers all over the US, to seed business opportunities and partnerships.
The Callbox Solution
Callbox launched a Foreign Lead Generation Campaign.
Based on the Client’s specifications, a target call list was provided from the Callbox database. In order to provide the Client with the right list, the Callbox research team studied the Client’s present goals and long term plans in order to identify potential prospects. Callbox agents made calls across the US daily, inviting businesses to post their company profile, products and services to the trade portal, emphasizing the opportunity to expand the prospect’s market in Singapore. Pertinent information was collected contact person, designation, contact number, company name and address. Among the qualifying questions asked by the Callbox team were:
Hot leads were qualified and matched with suitable Singapore-based enterprises. If requested, Callbox also sent the prospect invitations and online brochures.
With the Callbox team delivering a large number of leads monthly, the Client has been enjoying an increasing number of registrations on the online portal, significantly expanding its customer base. The Client’s Business Matching Group expressed satisfaction with the leads generated and the consistent professionalism and quality service shown by the Callbox team. As a result, the Client still continues to engage the services of Callbox in foreign lead generation. Today, Singapore’s most comprehensive business portal lists over 100,000 companies and is growing daily.
Incorporated in 2002, The Client is a National O.E.M. and distributor of in-vitro diagnostic products, selling 2 million drug tests annually and growing into one of the largest distributors of rapid on-site drug tests in the United States. The Client’s goal is to help its target market maintain drug-free environments for its constituencies (employees, staff, clients, members, contractors, or students.) They carry a large inventory of products including the following drug testing kits: all-In-one kit/cups, quick-dip kits, pipette tests, and oral kits. The Client also carries test kits measuring breath alcohol levels, saliva alcohol levels, nicotine levels, and adulterants. Its target market includes:
The Client is based in California and markets its products nationwide including Hawaii.
In line with its primary goal to provide high quality drug testing products with outstanding service at affordable prices, the company sought the assistance of a business solutions partner to be able to reach and capture a chunk of the market shared with competitors.
The Client’s main competitor is an established company known for its very affordable prices. In fact, it is widely known as the cheapest among the Client’s several competitors. The Client needed to market its products with emphasis on quality and bulk discounts, as this is its identified pricing strength.
The Client recognized some inadequacy in its sales and marketing strategies, and saw the need for a contact solution to support its growth and sales objectives.
The Callbox Solution
The Client partnered with Callbox to obtain a solution that helped them gain advantage against competitors, with the end goal of increasing their sales volume.
Callbox launched a lead generation campaign in order to gather qualified business prospects for the client. To be considered qualified, these prospects had to conduct 50 or more on-site drug tests per day. Calls made to these prospects involved inquiries as to the need for drug testing kits, drugs covered, type of kits used, number of kits required and an offer of free kit samples.
Keeping in mind the Client’s objective which was call quality rather than call volume, a Callbox agent made 80-100 calls per day with a quota of 4 successful calls per day, totaling 20 leads per week and 80 leads per month.
The Client first engaged the services of Callbox in November 2005 and has been a satisfied customer ever since.
The Client is an Australian Registered Training Organisation and member of the Group Training Australia Network. It allows local businesses to enjoy a hassle free and cost-effective way to employ apprentices through its Group Training system.
The Client operates from three offices in Australia, serving customers in Mildura, Robinvale, Ouyen, Wentworth, Swan Hill and surrounding districts, South Australia’s Riverland, and Metropolitan Adelaide.
The Client wanted to improve its lead generation campaign to get more registrants for its group training courses. Before Callbox, it relied on its in-house salespeople for leads. However, due to their limited time and training in lead generation, this resulted in a three-fold challenge:
Realising the need to generate more sales-ready leads, and that their in-house staff did not have the time and the right set of skills, the Client sought help from lead generation experts at Callbox.
The Callbox Solution
The Client’s initial objectives were:
Callbox started cold calling on August 25, 2010 to introduce the Client’s services to construction and engineering companies in Central Adelaide, who take on apprentices in carpentry, plumbing, bricklaying, and painting. At first, Callbox encountered the same problem the Client had with hard-to-reach decision makers. To solve this, Callbox experimented with the dialing schedule by calling prospects at different times of the day, recreating its marketing approach as necessary to successfully capture the right targets.
Getting interested prospects was a real challenge in this campaign since many companies preferred to train their own employees instead of paying another company to do it. To compensate, Callbox increased its daily call volume to reach even more decision makers. Positive contacts were turned over to quality assurance analysts who asked additional questions to confirm that prospects were qualified and interested. The Client’s sales team itself was professional in dealing with appointments, which contributed much to the smooth flow of the campaign.
The Client derived much value from Callbox’s integrated marketing tool – the PipelineCRM, which enabled it to keep an eye on pipeline activity, track lead progress, and monitor lead traffic – all in one user-friendly platform. The campaign ended successfully on November 25, 2010.
Since using Callbox, the Client has experienced tremendous growth in lead traffic and new customers.
The biggest success the Client has seen with this campaign has been the growth in lead volume. Within three months (67 calling days), Callbox has captured a total of 52 highly-qualified appointments. In addition, Callbox was able to organise a database of the Client’s market and prospects who requested additional information, feeding the company’s in-house sales team with leads for many months, and generating more leverage for future marketing campaigns. Pleased with these results, the Client is set to re-contract for another project in March 2012.
The Client comprises of regional directors and division managers of one of the leading independent payment processors in the United States, handling credit and debit card transactions as well as payroll services for over 100,000 restaurants, hotels and other retail merchants. They employ over 400 staff, and over 800 sales representatives. Their company, headquartered in the east coast, has numerous regional offices that handle large sales territories such as Ohio, California, Texas, Arizona, Indiana.
The Client needed a reliable marketing strategy to keep its services clearly faster and more accessible than that of the increasing number of competitors in the highly-competitive mercantile arena. Specifically, the Client aimed to help their operational level Relationship Managers manage their sales pipeline to encourage increased business development.
The Client wanted to:
The Callbox Solution
The Client realized they could meet both objectives with the Callbox Appointment and Lead Generation program. Callbox assigned a personal inside sales agent to each Salesperson in the campaign, and provided each Salesperson their own online appointment book. This sales force then had their schedules saturated with pre-qualified appointments. Without the need to cold call, the sales force was free to concentrate on closing. The result was a substantial increase in sales leads without increasing the sales force.
The experienced sales force was delighted to have fresh leads delivered throughout each day, enjoyed more commission, and were thrilled to be free of cold-calling. This resulted in markedly lower sales force turnover for the Client.
The Callbox inside sales agents were tasked to carry out the following:
As a result of using Callbox experienced inside sales agents, and the Callbox online real-time appointment calendaring to schedule individually all the agents in the campaign, the Client was free from micro-managing the sales force and could concentrate on the larger implications of the numbers coming in.
The Client now enjoys:
A side-effect of allowing Callbox to take care of the entire lead generation part of the business, as well as the management of the sales force, the Client has become capable of delivering tailored solutions to additional demanding markets such as retail and community banks, making it one of the largest payment processors to date with $32.9 billion in annual processing volume from current merchants.