While the list of benefits to be gained from a cloud-based contact center solution is long, one of the traits that users value the most is the immediacy of the model. It’s a given that the faster and more responsive a contact center or inside sales organization is, the higher customer satisfaction will be and the more palpable the results of a sales campaign.
Earlier this year, direct marketing company Sales360 formed a strategic partnership with on-demand agent provider UsefulTools in an effort to capture more inbound calls driven from the former’s direct marketing campaigns. UsefulTools has built a network of 46 call centers with over 100,000 live agents, offering client companies the ability to answer thousands of calls simultaneously and ensure that no opportunity is missed. Sales360 put the service to use for some of its own clients, two Ford dealerships in Grand Rapids, Mich. Sales360 has a track record for incorporating best-in-class strategies for large auto dealer groups, automotive manufacturers and advertising agencies to produce improved response and conversion rates.
Traditionally, automotive manufacturers require that dealers respond to customer inquiries within a certain amount of time. However, with the UsefulTools platform enabling every call to be answered by a live agent, the campaign has raised the bar for industry standards, said the two companies. By answering every call with a live agent, dealerships can increase response rates and generate more dealer appointments, actions that lead directly to increased profit.
In two targeted direct mail campaigns totaling 30 and 40 thousand pieces, answering every inbound call paid off with record floor traffic, units sold and gross profits for both dealerships, surpassing the previous record for each by 60 percent and 70 percent, respectively.
“Having a real person taking inbound prospect calls is a game changer for my company," said Ray Martin, CEO of Automotive Experts, in a statement. His dealership is the pilot program’s first client. “It allows me to bring the most value to my customers by providing tools that enhance our promotions by answering every call. Each event that I've run with Sales360's has far exceeded our expectations."