We value our clients here at The TM Group and especially appreciate the value they bring their customers. One client in particular makes the lives of those suffering with Alzheimer’s disease a little easier. They sell location devices for people at home with the disease, so they don’t wander off. It’s a great device that puts minds at ease. Users can program how far the person can go from their house as well as specific places they go often. If the person does wander off, the primary caregiver with be notified immediately.
Currently, our client mostly sells direct, but they are a startup company and looking to sell more through distributors. In this prospecting phase, they need to track the marketing and sales component of their business closely. They need to identify who is a quality prospect as well as who isn’t so they can focus their time and resources on what will help them grow, helping more people along the way.
To build up their prospect database, they started using an outside telemarketing firm. Since they’re working with a third party on this initiative, the notes from the callers need to be detailed as well as easy to track. So, they started working with a partner to help them manage their client and prospect databases. Their partner also set them up with an email marketing service. Our client quickly became frustrated with the email solution because it couldn’t provide the metrics they needed. For example, they needed to see if someone watches a video on their website, but their email solution wasn’t able to provide that level of insight. They quickly became frustrated with their partner as well because they didn’t receive the proper training. This resulted in miscommunications for tracking important phone calls, unclear reporting, as well as navigation frustration within their software. For example, their telemarketing firm had to navigate through the system, making 5 to 10 clicks to simply enter their notes for a particular contact.
The TM Group also replaced their email marketing solution that couldn’t produce the metrics they needed. They helped them implement
They are actually so happy with the customized functionality, that we’re now working on setting up service cases in CRM so they can attend to their existing client needs quickly and effectively. Right now, they don’t have insight, resources, or tracking capabilities for when customers call in with questions about their devices. By adding service cases in CRM, they will be able to track cases through to resolution, follow up accordingly, and check past scenarios to help answer current issues.
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