Our client is a national marketing company with regional offices, the company deals with accounts which in themselves have regional offices which handle inbound enquiries as a result of their marketing activities.
There have been issues with a perceived lack of enquiries into the business and the marketing company suspected that this was not the case and that there may be further issues in relation to effective customer handling.
The marketing company used our call tracking software to understand how many enquiries were generated and how many contacted the clients’ businesses directly by telephone. This enabled the marketing business to understand just how good the clients’ businesses were at dealing with enquiries and how many of these enquiries were actually entered into the crm system.
The end client has seen a 20% increase in their business as a result. The marketing company was able to point out the poor enquiry handling skills of the staff and a corrective plan was implemented in order to deal with this issue.
In addition the crm system has seen on average a 25% increase in enquiries entered onto it as a result of the transparency.