Background to the customer

An IT service company relaunching after the recent recession.

Who was involved?

• XpandTelemarketing Director
• XpandTelemarketing Appointment Setter
• Client Chairman
• Client Managing Director
• Client Technical Director
• Client Financial Director
• Client Commercial Manager
• Client Internal Sales
• Client External Sales

The problems

1. Finding reliable natural promoters

Unable to find telemarketers that thrived on cold calling, the client had tried recruitment agencies, advertising and existing account managers at considerable expense, but without success.

2. A platform to identify opportunities at the right time

Without a system to segregate leads into categories, calls were not made at times when potential customers were most receptive, leads weren’t being qualified quickly and many weren’t easily identifiable.

3. Communication of the Company’s collateral without involving existing staff

Nurturing leads requires administration: responses need to be acknowledged and material often needs to be sent. The client did not want to allocate existing resources for this.

4. A telemarketer experienced in their business sector

Callers were required with experience of IT services and an understanding of client needs.

How we tackled the problems

1. Finding reliable natural promoters

From our experienced appointment setters we selected one with experience in the IT industry.

2. A platform to identify opportunities at the right time

Using a state-of-the-art telemarketing platform Xpand Telemarketing is able to collate information quickly and effectively so we knew when to make the next call. The same allocated appointment setter worked on the campaign throughout, thus providing continuity.

3. Communication of the Company’s collateral without involving existing staff

We sent emails and made arrangements to receive emails on the client’s behalf. Pre-agreed templates were uploaded and adjusted according to the outcome of our call. None of the client’s staff needed to be involved. By taking on this administration we were able to respond to prospective customers quicker and improve the final campaign results.

4. A telemarketer experienced in their business sector

Because our appointment setter was experienced in technical telemarketing and had an understanding of the specific business sector we were able to create a quick and easy rapport with prospects.

Outcomes and impact

XpandTelemarketing integrated quickly and painlessly into the client sales department, delivering over 70% of the campaign results from the client premises. Revenues have increased, internal sales administration has improved, and control and management of the telephone lead generation programme has become more visible and streamlined.

Next steps

A rolling lead generation and appointing campaign that grows more cost-effective each month as XpandTelemarketingclient, product and market knowledge increases.

Further information

For more information on this case study please contact:

Jazz Dhillon

Director of service delivery

• jazz@xpandunlimited.co.uk
• 0118-321-4304
• 0788-449-3138

Key learning points

• You don’t need to go through the pain of recruitment and staff to get this part of the sales cycle (the hardest) completed
• We can integrate seamlessly into your sales/marketing department and handle all communication of your companies collateral
• You can manage your costs without them spiralling out of control by booking set times per month
• We can work on your premises if viable or necessary
• You can have complete visibility control and management of your telephone lead generation without involving your internal staff