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Callbox Aced Appointment Setting for Accounting Expert [CASE STUDY]

Callbox Aced Appointment Setting for Accounting Expert

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The Client

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

The Challenge

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

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

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

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.

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

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

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The Client

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

The Challenge

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

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

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

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

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

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

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

The Callbox Solution

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

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

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

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

Results

Each of the three call-to-invite campaigns ran for 22 days and was launched a month prior to the respective event. Hong Kong and Singapore prospects were simultaneously contacted in all three campaigns. The below table summarizes the results from each campaign:

Table

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

Callbox Prints Out Success for ICT Leader [CASE STUDY]

Callbox Prints Out Success For ICT Leader

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The Client

The Client is the largest HP partner in Asia, providing intelligent applications and innovative solutions and offers a wide portfolio of print devices.

The Challenge

The Client consistently delivers the best print and copy solutions for their customers – a potent commitment which brought them successes in revenue and customer care since the company’s inception in 2005. But as years passed, market competition has become tougher and the primal revenue target of 20% per year showed a dramatic decline in recent years, dipping to only 13%-15%. Due to this decline, the Client felt the urgency to regain what they’ve lost and immediately acted on the issue by taking the next best steps – looking for an outsourced lead generation partner and deciding on Callbox.

The Callbox Solution

Customer Profiling

1. Callbox validated contact details in the database to ensure accuracy by sending initial emails with overview on the total print managed services. 2. Active responses like opened emails, website visits, clicked links, downloads and queries were tracked via the Pipeline Lead Nurture Tool and saved for follow-up. 3. Invalid emails (bounces) and contact details were corrected updated upon speaking with the prospect.

Appointment Setting

1. Active contacts were prioritized and followed up via different channels (call, email, social, web and mobile) based on the prospect’s business buying behavior which was made possible by Callbox’s SMART Calling process. 2. At least 4 out of 6 probing questions should be answered by prospects to provide the Client’s consultants substantial data, a requirement fully complied by the team. 3. Prospects who agreed to speak with the Client were sent calendar invites to keep them reminded of the appointment schedule. 4. After each call, regardless whether the prospect agreed for an appointment or not, agents offered to share/send pertinent information about the program to prospects to ensure familiarity and build a higher chance of conversion in the next follow up call.

Results

The first two weeks of the campaign were mostly spent on customer profiling but leads were already slowly coming in where the Callbox team generated 12 appointments. The next two weeks generated another 12 leads which closed the first month to a total of 24 appointments. The next four weeks showed progress as the team generated a total of 26 appointments and prospects seemed to have become cordial which probably was due to their familiarity of the Client’s program from the brochures they received, an effectual process brought about by Callbox’s lead nurturing campaign using the Pipeline Lead Nurture Tool. As the the last four weeks rolled, the team dynamically progressed in the way they handled the campaign with much ease and generated a total of 29 appointments. In total, the Callbox team generated 79 appointments for the print management leader.
Callbox Bridge to Global Market for Improved Code Review Tool [CASE STUDY]

Callbox: Bridge to Global Market for Improved Code Review Tool

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The Client

The Client is a group of Business Intelligence, Data Warehousing and Data Integration experts, providing consulting and implementation solutions to numerous enterprise clients in the areas of Data Architecture, Data Modelling and ETL. They also provide consulting services relating to Reporting, Development, Modularized Solutions and Change Management.

The Challenge

The Client required a software license to complete product development, Their product, being a tool developed for Informatica PowerCenter, required the Client to team up with informatica users to obtain substantial information about the facets of the product’s development and come up with best practices.

The challenge was to “gain stronger and larger presence in the global market”. In order to achieve this, the Client needed access to Informatica users to help earn credibility and to increase trials for the software.

The Callbox Solution

Callbox’s Multi-Touch, Multi-Channel Lead Generation Program was all set to drive success for the Client. At the initial campaign term and even in succeeding terms, Callbox rolled out a Customer Profiling program to make the most out of the Appointment Setting campaign.

Appointment Setting

Replies and actions were monitored by the Callbox team and were set as follow-ups. in order to appropriately profile the contacts, the agent first verified information details followed by the required probing questions that focused on companies who are current Informatica Users for their code review tool and later on expanded to companies who also use ODI (Oracle Data Integrator) and IBM Data Stage code review tool.

The feedback from these users were properly noted and to in order to help the users carry out the best of the tools, the agent set for them appointments with the Client’s demo specialists to discuss with them some how to’s and DIY’s.

Database Profiling

  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

The initial term generated 35 appointments for web demo, the second term brought in 29 appointments and the third term rolled out 31 appointments, a total of 95 web demos.

Callbox bridged communication between the Client and its target market. The information that were dished out of the current Informatica users were substantial to the improvement of the tool and has earned them a higher credibility from their customers. On top of that, the three term-campaign that Callbox initially ran for them has allowed them to establish a larger and stronger presence in the global market.

As of the writing of this case study, the Client is still engaged with Callbox for yet another campaign term.

Callbox: Instrumental to Manufacturers Marketing Success [CASE STUDY]

Callbox: Instrumental to Manufacturer’s Marketing Success

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The Client

The Client is a 50-year old market leader that provides high technology tools and systems like desktop, portable, handheld XRF and OES materials identification and analysis systems, as well as coating thickness measurement and gauging instrumentation to industrial customers with diverse needs. They design and manufacture equipment that can fabricate, analyze and manipulate matter at the atomic and molecular levels.

The Challenge

The Client, although prided with the value proposition of providing A1 screening tools for fast and accurate analysis of the widest variety of materials, truthfully admitted that coping with global competitions would be difficult to achieve without a partnership with some significant sectors like sales and marketing. Their products’ key benefits (point and shoot, verification in seconds, rapid, reliable and rugged, non-destructive testing and no sample preparation, easy to carry) were first-rate features that set them apart from competitors but were hardly positioned to their target customers’ attention due to some deferring areas in the business process that withheld progress and expansion goals:
  • Customers database is inaccurate with incomplete contact information
  • Customers evade long discussions and questions which inhibits the Client from being able to further explain how their product or service could be beneficial to the customer
  • Some customers’ needs were understated which caused application of inadequate solutions by the Client

The Callbox Solution

As an industry expert on providing sales and marketing solutions to a global market, Callbox, upon its initial discussion with the Client deemed the course unique and framed a fitting solution for the aforementioned concerns.

Database Profiling

The Client saw their database as obsolete as the last update was done over 3 years ago, but Callbox’s customer profiling service recreated the list as new. The Callbox team first sent out initial emails to the current list to see which contacts were still active by tracking replies and actions like website visits, clicked links and downloads. Those emails contained a one-page informational content which included CTAs like links to landing pages about specific subjects the target would be interested to see, website links, Q&A boxes and downloadable collaterals. Inactive contacts were scrubbed off to leave room for newly acquired ones. Active contacts in the old list and the newly acquired database which was provided by the Callbox team, were then called by the agent to verify all pertinent information like contact name, business name, business address, active phone numbers, email addresses, social media accounts and industry focus. Both lists were then deduplicated to ensure calling time and effort were maximized throughout the duration of the campaign.

Appointment Setting

The final action in the lead generation program was appointment setting. The Callbox team meticulously drafted a script for the campaign which would uncover the target’s concerns at base level. Only three key probing questions were asked of the target but were surefire to uncover the prospect’s pain points. This opened an avenue for the Client to speak with their target prospects how their products and services would benefit their business.

Results

The combined lists from the Client and Callbox totaled to 4,894 profiled and updated records. The three-point probing approach unleashed significant answers from the prospects which were instrumental to the Client in tailor-fitting solutions for them. Out of the 4,894 records, the Callbox team generated 93 appointments and 51 warm follow ups, and before the three-month campaign ended, the Client was already preparing proposals for three large companies. The technology leader concluded that indeed, with Callbox’s Appointment Setting program, business advancement and expansion were imminent.
CS_FIN_Bridging-the-Offshoring-Gap-Genuine-Interest-and-the-Need-for-Education

Callbox ABM: Bridged the Gap Between Offshoring Expert and Target Clients

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The Client

The Client is a leading media company in Hong Kong, providing news and finance information services to financial intermediaries and high net worth individuals. The services they provide include educating Chinese financial intermediaries on the effective use of tax planning and asset management through a series of summits. They work on a platform built from different media channels like online media, periodicals, and guides, to deliver the latest information and relevant topics to finance professionals.

The Challenge

The Client connects Chinese financial consultants to companies that plan to bring their business offshore via financial conferences. These businesses could either be companies from neighboring countries in Asia that would want to be educated on how to bring investments to Hong Kong, as well as Hong Kong-based companies that would like to expand in other regions.

The Client is recognized as a crowd drawer to every financial summit they launch, but the leads generated from the impressive event attendance convert very low number of follow-ups, as most of the attendees were either just curious to hear what the meeting was all about or didn’t really have a solid need for offshoring at all.

The Client thought they needed a more targeted audience who wanted to learn about offshoring, and interested to engage further. Add to that was the pressing time to expedite the project since a series of summits were already on the approving stage.

But, the Client didn’t have the right tools to carry out the tasks needed for the upcoming summits which are to profile their target attendees, gauge the need of the prospects, and uncover the genuine interest for offshoring opportunities.

The Callbox Solution

Callbox designed an ABM Lead Generation & Appointment Setting campaign which consisted of:

  • Account-Based Multi-Channel Lead Management which included Voice, Email, Chat, and Web.
  • Sales Enablement & Support that provided Team Training, Account Setup, and Back Office Sales Support.
  • Tools & Subscriptions to the Callbox Pipeline and HubSpot CRM.
  • Account Management with Strategy Building, Reporting, and Product Knowledge.

The Goals

  • The Callbox team was to do Database Profiling by scrubbing off invalids from the list to keep the contacts updated.
  • To call profiled contacts, and invite them to the Client’s upcoming series of summits.
  • Mainly, schedule face to face or online meetings with potential clients for the Client’s consultants.

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 relevant contacts for the Callbox team to reach out which consisted of detailed demographic and firmographic segmentations.
  2. The buyer personas designated as the campaign’s primary targets were C-Levels, Business Development Managers, Directors, Marketing Directors, General Managers.
  3. The master contact list was segmented based on these personas, and was further grouped according to industry type.

Results

The six-month Appointment Setting campaign generated 132 Sales Qualified Leads and 146 Marketing-Qualified Leads.

Callbox Perfect Candidate for Japan Chief Recruiter [CASE STUDY]

Callbox: Perfect Candidate for Japan’s Chief Recruiter

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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.


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Callbox Three Step Tactic Success Marketing Specialist [CASE STUDY]

Callbox’s Three-Step Tactic To Success for Marketing Consulting Specialist

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The Client

The Client is a Marketing Consulting Agency which was founded in Kuala Lumpur, Malaysia in 2002. The company is an event specialist mainly for IT and Software industries providing Signature Campaigns, Event Management, Retail Services, Partner Programmes and Content Development in Singapore, Malaysia and Indonesia, and had ran several successful events for IT giants like Intel and Microsoft.

As the Client’s reputation grew in 2007, more industry giants like Bosch, Castrol, DiGi and Disney Channel entrusted them to handle major events which brought them more acclaim in the region.

The Challenge

The Client’s successes in the past did not leave them overconfident and content with their achievements but rather drove them to set their sights higher with plans for expansion of their services in the Southeast Asia by providing service to multinational IT and software companies. This objective was crystal clear but the tools and processes to run the project remained a gray area. This led the Client to look for a third party provider who possesses the expertise that would help them realize their plans. They considered partnering with a telemarketing company – specifically someone who has rich experience in events marketing campaigns and can provide a large and well profiled database for them.

Callbox was among three providers that were shortlisted by the Client but stood out to be their best choice in the end.

The Callbox Solution

The Client planned out a trade event for a giant IT firm. The objective was to gather as many attendees as possible and get interested prospects who would be good targets to follow up for succeeding events.

Callbox, known for its thought technology as a top lead generation provider, designed a multi-channel marketing campaign for the Client and employed the use of the Callbox Pipeline Lead Nurture Tool, a marketing automation tool that streamlines actions and communication between the Client and the targets, creating a seamless workflow for the Callbox team throughout the duration of the campaign.

The presentation of the whole idea of how the project will be ran was the very reason why the Client blithely chose Callbox over the other two lead generation providers.

The process was easy as counting 1-2-3:

  1. Event invitation emails were sent to prospects before the calling commenced. This was coursed through the Callbox Pipeline Lead Nurture tool which served a double purpose – to formally invite prospects and at the same time to validate the information details of the contacts in the list. The validation process filtered invalid contacts like DNC and Bounced emails by moving these entries from the target list to a repository list. Once updated, these were uploaded back to the target list to be blasted with email invites.
  2. A one call resolution tactic was applied in making follow-up calls to prospects who took actions like opened email, replied or clicked a link on the page upon receipt of the invites. The agent’s follow-up call was not simply to share more about the event details or answer the prospect’s queries but as much as possible, aimed to seize the lead by walking them through the whole registration process. Once done, the agent immediately sent out a calendar invite that contained complete event details like title, date and time, venue and confirmation codes as a steady reminder for the prospect.
  3. The third and last step was calling all the registrants a day or two before the event date to confirm their attendance. During the confirmation call, the agent had to make sure that the registrant had accepted or accepts the calendar invite and confirms his or his representative’s attendance to the event.

Results

The campaign officially registered 129 confirmed attendees for the giant IT company. But for this Marketing Consulting specialist, the successfully concluded campaign was just a start of even bigger things, for them the best thing was nurturing 150 warm follow-ups who are all possible attendees to upcoming events, and a rich database containing well-profiled and accurate contacts.

The event campaign saved the Client much time and money as they not only gathered a good number of attendees for the IT giant’s event but at the same time, currently reserves another batch of warm prospects for the next event that wouldn’t necessarily require much time and effort to follow-up.

In fact, as of press time, Callbox is set to launch another event campaign for the Client.

Callbox Fueled Supply Chain Solutions Leader's Race to Success [CASE STUDY]

Callbox Fueled Supply Chain Solutions Leader’s Race to Success

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The Client

The Client is a strong and powerful supply chain solutions leader in the logistics industry, empowered to compete, innovate and fearlessly take risks at any course of the business. It is one of the three interconnected networks by a global 30-year old sourcing company that has anchored long-term clients from the Retail, FMCG, Footwear & Apparel and Food & Beverage industries.

The Challenge

Competition in the logistics industry intensified as more big time players joined the race. This made the Client realize the need to go further down the track by increasing brand awareness and widening their market reach. However, they didn’t have the right marketing strategy that would fuel them in running the course. After looking at a list of possible lead generation partners, Callbox stood out as the most qualified to provide both the list and the tools that they needed.

The Callbox Solution

Callbox designed a Lead Generation & Appointment Setting campaign for the Client which consisted of:
  • Multi-Channel Lead Management which utilized Voice, Email, Web, Chat and Social Media
  • Sales Enablement & Support that covered Training, Setup and Back Office Sales Support
  • Tools & Subscriptions to Callbox Pipeline and HubSpot CRMs
  • Account Management with Strategy Building, Reporting and Product Knowledge

The Goals

  • The Callbox team was to profile the database, keep the contacts accurate and up to date in order to get a good conversion rate out of the target accounts
  • To qualify prospects based on the Client’s criteria
  • Set phone or web meetings with interested qualified decision makers with the Client’s consultants

Account Research and Selection

  1. The Client specified their target SME industries and decision makers
  2. Based on the industry and DM specifications, Callbox worked out the Client’s ideal customer profile (ICP) which served as a basis for identifying qualified accounts
  3. A list of potential contacts to target was then compiled by the Callbox team 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 out which consisted of detailed demographic and firmographic segmentations
  2. The buyer personas designated as the campaign’s primary targets were Procurement Manager, COO, Chief Supply Chain Officer, VP for Operations/Manufacturing/Logistics, IT Director, Director of Planning, Inventory Director, VP of Business Intelligence
  3. The master contact list was segmented based on these personas and was further grouped according to industry type

Results in 12 months

The 12-month Lead Generation & Appointment Setting campaign delivered 157 Sales Qualified Leads, 67 Marketing Qualified Leads, and 387 Social Media Connections.
Marketing Automation and the Callbox Curriculum for Success [CASE STUDY]

Marketing Automation and the Callbox Curriculum for Success

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CASE STUDY



Marketing Automation and the Callbox
Curriculum for Success



HIGHLIGHTS



  • Seamless Call-to-Invite process, improving lead generation results by 75%
  • Eliminated efforts on revising and sending email copies, manual call scheduling and list cleansing, added more opportune time to reach prospects
  • Cleansed database with profiled and updated contact information, inducing data accuracy
  • Promptly responded to real time alerts and notifications, maximizing call hours on reaching 40 plus prospects daily
  • Spot-on tracking of prospect’s actions on email communications, increasing lead conversion rates

THE CLIENT



ABOUT
The Client is a Singapore partner company of a US-based Leadership Curriculum provider that promotes the world’s most advanced curriculum in leadership potentials.They conduct seminars that deliver extraordinary results for clients by combining optimization technologies, services and custom-built facilities that ensure sustained growth, fulfillment and momentum over the long-term. They were in search of a competitive telemarketing company that can maximize both staff and tools to address their need for a systematic and trackable introduction and follow up of all target contacts, and their search ended with Callbox.

PRODUCT / SERVICE
US-based Leadership Curriculum Provider

CAMPAIGN TYPE
Call-to-Invite


THE CHALLENGE



A top Leadership Curriculum provider wants to maximize its manpower and software to improve its lead generation rates, cleanse its database, and increase lead conversion. It found the perfect partner in Callbox and its trusted marketing automation platform and lead nurture tool.

Between its efficient data profiling efforts and successful event telemarketing, Callbox helped reach more prospects and ultimately increase the client’s lead conversion rates. The best part? The client now nurtures its own quality leads, thanks to the model Callbox provided.


THE CALLBOX SOLUTION



In this Call-to-Invite campaign, Callbox uncovered opportunities for improvement – the database and the target contacts. Concurrent with the Callbox agent’s daily call schedule is the consistent Data Profiling for the improvement of the database by updating the contact information with current and correct data, verifying the contact details like direct line and mobile numbers, and filling up blanks like email addresses to ensure accuracy.

Moreover, Callbox maximized the Pipeline’s marketing automation function via its Lead Nurture Tool to facilitate the sending out of specific email copies to prospects, notifying the caller to follow up a contact who took action on email communications, and moving invalid contacts from one list to another for validation and cleansing. To cap all these dynamic processes, a master schema of behavior-based actions was created, which fostered three effectual working concepts:

Concept 1- Send Mail

A sequence of emails are sent to all unique entries contained in the Target List. The call result tag in the pipeline triggers the status change in the LN Tool, and a specific email copy is automatically sent. Below is a reference of email copy with corresponding call tag:

Note:

In the event where the agent makes a follow up call and the prospect was not available or the call was directed to a voicemail, RFI and For Follow Up copies are sent subsequently.

Also, if the Trigger status is unchanged and the timeframe for the Wait action lapsed, this means there wasn’t any action from the prospect, and so Intro, RFI and For Follow Up copies will be sent subsequently.

Concept 2 – Queue as Call Priority

A reminder for the agent to call a prospect as soon as he takes an action on email communications. This timely alert gives a better chance of converting opportunities into leads.

OPENED – the prospect opened the email
CLICKED – the prospect clicked a link/s on the email copy
VISITED WEBSITE – the prospect visited the website
SUBMITTED A FORM – the prospect submitted a form (most common for call-to-invite campaigns)

Concept 3 – Move to List

Moving invalid contacts from the Target List to other lists for cleansing purposes. The following lists are required entries for each schema:

TARGET LIST – is the prime list of unique contacts and resource of email send outs, which the agent utilizes for calling.

SUPPORT LIST – receives bounced contacts. These bounced contacts are then validated/profiled by the agent or research team and sent back to the Target List to be called.

REPOSITORY LIST – Invalid contacts that were tagged as Deadline, Fax Tone, or Disconnected, contacts are moved to this list and undergo the same process as with bounces.


RESULTS



Callbox’s call-to-invite campaign scheme unleashed more potentials for the Leadership Curriculum provider, leveraging on smart marketing technology and proven prospecting processes. With integration of Callbox’s Lead Nurture Tool, the campaign ran seamlessly. The automated behavior-based actions like sending email copies, queuing call priorities, and moving invalid contacts for list cleansing have rounded up a total of 228 registrations for 10 event campaigns, of which 79 (34%) were generated through the Lead Nurture Tool. The time and effort saved were instead utilized in making more calls to decision makers that made an upshot on the monthly average number of leads generated from 21 to 28. The Data Profiling process resulted to notable improvement on database accuracy from an average of 35% to 75%, as determined by Callbox’s List Scoring system. The Client now nurtures quality, revenue-driving leads and more potential follow up attendees for upcoming seminars in Bali, Indonesia and Bangkok, Thailand.


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Global Media Runs On Accurate Market Data [CASE STUDY]

Global Media Runs On Accurate Market Data

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The Client

The Client is a global media company providing more than 30,000 marketing programs from the Fortune 50 to emerging start-ups for 17 long years now. Their core services include targeted content, active audiences and innovative capabilities that run via a platform, to assist their clients in engaging with revenue-driven technology marketing programs.

The Challenge

To profile the data and conduct a survey among the Client’s existing customers.

The Callbox Solution

First Campaign – Data Profiling

The Client provided Callbox a list of their existing customers to be updated and profiled. The data profiling campaign wasn’t run generically as merely updating wrong information, but rather implemented based on the Client’s specific process that required further research and data recording to complete the action.

The Process

  1. To call all the contacts in the list
  2. Verify all the details: name of pic, company name, job title, email address and direct line
  3. In case of “no answer”, the caller will have to look up the phone number for the company’s main switchboard, and attempt to verify the contact’s details; while for contacts who have left the company, the caller must use publicly available sources like Google and LinkedIn
  4. All information gathered shall be saved and sent to Client every 2 days
Note: The caller must not find/replace a contact and email address other than what’s in the list.

Second Campaign – Data Profiling

The second campaign worked on profiling more databases but delved more into the sources from which and how the information was verified which required accuracy in call disposals. The leads were classified as:
  • Profiled by phone
  • Profiled by online sources
  • Employment validated
  • Employment invalidated
  • Unreachable/No updates
Aside from updating and cleansing the list, a step-by-step Question-&-Answer form was to be filled out by the caller in a spreadsheet that will detail how the data verification was done for each call. Below are just 5 of the 11 questions and possible answers:
  • Did the phone number we provided work? Yes/No (Yes=the phone rang; No=the phone number was invalid or has been disconnected)
  • If yes, Did someone answer the phone? Yes, the lead him/ herself; Yes, someone other than the lead; No, nobody answered the phone)
  • If yes: Were you able to speak to the lead? Yes/No
  • If yes: Did the lead confirm the job profile and contact information we have on file for them? Yes/No
  • Did the lead give you updated information that is reflected in the spreadsheet? Yes/No

Third Campaign – Survey, White Paper

In the third campaign period, both types were divided into four technology segments. Each had a corresponding question:
  1. Big Data Question: Does the business plan to purchase or upgrade big data technologies in the next 12 months?
  2. Cloud Infrastructure Question: How does the business deploy server resources in the next 12 months?
  3. Desktop Virtualization Question: Does the business plan to upgrade or invest in desktop virtualization solutions within the next 12 months?
  4. Disaster Recovery/Business Continuity Question: Will the business be implementing or undertaking a DR related project in the next 12 months?
Answers to the survey were uploaded via links provided by the Client.

Results

Campaign results breakdown
The results of all the three concluded campaigns were precedent to the upcoming campaign which the Client will be launching the following year, with the same Callbox team.
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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