CASE HISTORIES: Response Management

Quick Ramp-Up Time for Major CRM Company

Disappointed with the management and results provided by another outsourced marketing firm, a major CRM company asked Boardwalk to quickly take over its inbound telephone lines, e-mail, and Web inquiries.

Boardwalk was up and running in less than two weeks, leveraging its experience in the CRM market. In addition, Boardwalk’s IT staff implemented the client’s CRM system so that lead information could be instantly provided by Boardwalk to the clients’ salespeople via the Web. Shortly after the ramp-up, at least three Boardwalk-sourced deals closed per quarter.

Worldwide Multi-Lingual Inbound Campaign

Confronted with 5,000 inbound responses worldwide per month, a major software firm asked Boardwalk to tap its multi-lingual capabilities and expertise in lead management. Language coverage ranged from French to Mandarin. Lead distribution was complex, with each region having a different lead flow among global sales staff, regional staff, VARs, and consulting partners.

High-Profile Start-Up Outsources All of Its Inside Sales Activity

A high-profile start-up could not afford the time or funds associated with setting up an inside sales group. Instead, it hired a three-person team of Boardwalk’s Sales Analysts to respond to inbound calls and Web inquiries, and occasionally fill in with outbound calling during periods of slower inbound volume. Beyond providing leads, Boardwalk also gave the client insight into its markets that could be applied to enhance the lead count in future programs. Among the Boardwalk-sourced deals that closed were Hartford Financial, BEA, Cummins, and Swiss-based Vontobel Bank.