Coverall Boosts Telemarketing Efficiency 50 Percent with Salesforce Call Center

"Our inside sales reps wasted so much time figuring out who to call that each of them averaged less than 100 calls per day. With Salesforce Call Center a rep simply clicks the next lead in the queue and the appropriate record pops up. Our reps now make 150 calls per day—an improvement of more than 50 percent."


Challenge
  • Coverall of Mid-State California lacked a systematic way to follow up on leads; prospects were falling through the cracks
  • The independently owned "master franchise" wanted to set up a virtual call center to push leads to sales reps
  • The company needed to empower managers to monitor sales performance and motivate reps to sell more
  • With users in five offices, Coverall required a sales and support solution that was easily accessible from many locations

Solution
  • To meet its customer relationship management (CRM) goals, Coverall of Mid-State California selected Salesforce SFA and Salesforce Call Center
  • The company coupled the CRM solution with an on-demand telemarketing solution from salesforce.com partner Echopass
  • Coverall is mining its prospect database more effectively and monitoring employee performance in real time

Results
  • With Salesforce Call Center, Coverall telemarketing reps have increased the number of calls by 50 percent and from 100 to 150
  • Due to improved telemarketing efficiency, the company has increased new account starts by 113 percent and from 15,000 to 32,000 per month
  • The company has increased employee productivity
  • Cleaning franchise sales are up as Coverall signs more contracts and has more business to pass on to franchisees
  • Reps save time because they receive leads automatically rather than selecting them manually from the database
 
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