Coverall Boosts Telemarketing Efficiency 50 Percent with Salesforce Service & Support

"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 Service & Support 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 Service & Support 
  • 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 Service & Support, 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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