Vantage Computer Solutions Ltd. is one of numerous Value Added Resellers (VARs) across the country supplying computer network services, systems development and training. They resell solutions from Compaq, HP, IBM, Cisco and firewalls from Watchguard. They are a Microsoft Certified Partner with a turnover of £2.5 million and twenty-six staff. Based in Worcester, they serve the M5 corridor to Birmingham. Since their formation three years ago, telemarketing has been the mainstay of their marketing activity.
Situation
There are literally hundreds of VARs around the country with little to differentiate them except perhaps the quality of the people they employ. 18 months ago Vantage became disillusioned with their telemarketing supplier.
Vantage like the assurance that the person they have trained will complete a campaign. They noticed that on several occasions, a trained caller was substituted with an untrained person. When challenged, the supplier lied. Secondly, the supplier had become complacent at management level.
In seeking a replacement, many suppliers were quick to say how good they were, but did not offer references. By contrast, International Call Management gave several customer references which checked out favourably. Vantage got the impression they were dealing with honest, upright people who were going to take care of their business.
ICM drew up a service level agreement (SLA) and set higher expectations than their predecessor by saying they would not just supply raw data but would book appointments for Vantage’ salespeople. An initial pilot campaign was planned using a team of three from ICM. Vantage sourced their own contact database and spent time onsite training callers and passing on appropriate technical information.
ICM do not use scripts but seek to have intelligent conversations to gather as much information as possible, which is fed back to Vantage sales people.
Business Challenges
Any company handling telemarketing for Vantage Computer Solutions needs to be familiar with the latest computer technology, rapidly changing software and the acronyms and jargon so characteristic of the IT industry. To become a seamless part of Vantage for the duration of the campaign means being able to talk the same language as their clients, without professing to be experts, but without letting the side down.
ICM proved they were very commercially aware and understood the issues of spending marketing budget with the need for a visible return on investment and sales that add to the bottom line.
Through consultation clear campaign objectives were set and subsequently achieved.
Approach
ICM became an integral part of Vantage’s business in true ‘partnership’ style. Vantage liked the way that ICM applied themselves to understanding their whole business.
Campaign updates were emailed daily. Urgent appointments were set up straight away. Proactive quality control meant minor issues were addressed swiftly, keeping the campaign on track.
Results
The key objectives were achieved and ICM exceeded expectations, as they have done repeatedly since the first campaign. Vantage has now used International Call Management several times over the last eighteen months.
Vantage gives ICM repeat business which is a strong recommendation.
Customer Service
Vantage Sales Director, Gillie Davies, has been particularly impressed by the level of customer service. She comments ‘International Call Management make us feel as if we are their only client and they continue to make us feel that way. When we went elsewhere for a campaign, we regretted it because we did not get the same high levels of support.’
She continues ‘When we’re working on a campaign together, we feel they’re a part of our business! We more than cover our marketing costs and have been successful as a result of ICM’s input. We highly and actively recommend International Call Management to other business contacts.’
Added Bonus
According to Gillie Davies, ICM are constantly thinking about their clients’ businesses and matchmake accordingly. She says ‘We have even had direct sales leads as a result of ICM senior management networking on our behalf.’
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Customer Quote:
‘ICM are very commercially aware and it is combined with an enthusiastic and professional approach. They put a lot of energy into understanding our company and after a campaign has finished, they show genuine interest in the outcome of specific sales leads. They are transparent, they keep their clients informed and give us various options if a member of staff goes sick. They manage problems proactively.’
In conclusion, she says ‘Due to the successful partnership we have with International Call Management, they have made a significant contribution to the success of our company.’
Gillie Davies , Sales Director, Vantage.
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