Spotlight: Outsourced Customer Engagement
Supporting Marketing Teams
Working with marketing teams to support and enhance their marketing initiatives
The biggest challenges facing marketing departments today is engaging customers in a crowded market as well as creating personalised experiences to meet increasing customer expectations.
Forrest Contact can help your marketing team achieve their objectives. We do this through conducting personalised phone calls, promoting brands and creating engaging experiences.
Over the years, we’ve supported many marketing projects across a range of industries. Our agents are experts at creating engaging and effective customer experiences, as well as creating long-term brand loyalty.
Have a look at what some of our success supporting Marketing Teams.
Online Purchasing Migration – BOC
The eCommerce Manager at BOC approached Forrest Contact to Call their customers to introduce and migrate them to their new online portal.
Forrest Contact agents called through the customer database and firstly updated records. They then promoted the new online portal and encouraged customers to use the portal for future purchases. Our agents created user accounts on their behalf, provided training and if needed assisted customers with their first purchase.
For BOC, the aim was to migrate their customers to online ordering rather than ordering through their call centre. This would provide substantial cost savings and supported their business strategies.
Due to the success of this customer engagement campaign, Forrest Contact also worked on a number of additional campaigns with BOC, supporting their marketing team through surveys of existing and lost customers.
We have completed over 21,400 hours of calls for BOC, with almost 48,000 positive outcomes. These include migrating clients to the online portal, completing surveys and updating customer records.
Market Research & Mystery Shopping – Payment Platform
The Marketing Manager of a provider of flexible direct debit payment platforms, approached Forrest Contact requesting assistance on outbound telemarketing campaigns. These included market surveys as well as mystery shopping.
With a focus on the fitness industry, Forrest Contact constructed a strategy that combined market research surveys with appointment setting. The initial brief was to conduct just a market survey campaign. We explained that every phone call provides additional opportunities, and we broadened the scope of our calls so that we were able not only to conduct the survey, but also uncover sales opportunities and re-categorise opportunities depending on where prospects were in the sales cycle.
Over 300 hours of calls, we surveyed 510 companies, updating contact details and booking appointments with qualified sales prospects. Forrest Contact has further supported the marketing team by surveying competitors and the client’s own customers, providing valuable insight for future marketing plans.
Data Cleansing & Cross-Selling – Industrial Manufacturer
Forrest Contact was approached by the Business Intelligence Manager of this manufacturer of industrial products, who wanted to update their database and make cross-selling calls to existing clients.
Focusing on clients within the manufacturing, food & beverage and mining industries the purpose of the campaign was to cleanse their database, gain opt-in for ongoing marketing communications and cross-sell new products to existing clients.
Over 930 hours of calls we spoke with 1,200 contacts, updated contact and company details, verified and captured email addresses and sent email communications out to support our calls. We were also able to set 200 phone appointments for their sales team from the cross-selling promotion. Not only did we achieve the marketing department’s objectives, but we over-delivered by generating sales leads for the sales department.
Market Research – Contract Food & Support Services
Forrest Contact was approached to assist with a market research & benchmarking project for this provider of contract food and support services. Looking at extending their reach into new target industries, this campaign researched the potential market by conducting market research calls.
The purpose of the calls was to gather data, including identifying the correct contact person and gathering all contact details. We also identified whether each contact was a potential prospect for our client, based on company size and location. the initial campaign has been extended to focus on other target industries, including schools and aged care.
Hear what our customers say
“The advantage of using Forrest Contact is that they can cut through to our customers is a shorter period of time than we would ever be able to do with our internal staff. We are very pleased with the results and it’s helped us greatly in our online adoption.”
BOC – Gueric Godon, eCommerce Manager
“Forrest Contact provided Pathways Aged Care with Market Research for several construction development projects. This research was used to successfully secure departmental approval for 2 new projects. Forrest Contact was able to guide us through the process and provided advice on strategy and methodology. We’ll definitely be using Forrest Contact again.”
Pathways Aged Care – Graeme Skerritt, Managing Director