|Customer: A US – based demand and lead generation company.||Profile: The client creates, nurtures and launches marketing technology companies through expertise in lead generation, demand generation, content syndication, online marketing, entrepreneurship and more.|
Services: Business Application Development
|Region: Topsfield, Massachusetts|
|Industry: Marketing and Advertising|
Ranked as a top Advertising and Media company, the client runs several campaigns to reach out to technology and healthcare companies. To meet their goals, they had to carry out a variety of activities including cold calling, lead generation, following up and nurturing leads, market research, surveys, etc. Manually dialing leads was not only time-consuming, the process was also prone to error and restricted the client from meeting competitive targets.
Agents ended up wasting a lot of time in repetitive and unproductive tasks like manually dialing numbers, waiting for leads to answer, experiencing busy tones, attending to answering machines, disposing off calls as well as experiencing call drops.
To overcome the challenges of manual dialing, the client was looking to implement an automated dialer software that could boost agent productivity while reducing idle time. The client reached out to Synoptek who implemented an automated and predictive dialing application and delivered several benefits to the client’s call center operations.
Solution and Approach
To meet the client’s call center requirement, Synoptek began the engagement by understanding existing pain points: Synoptek carefully evaluated current call center operations, made an assessment of the challenges, and devised a solution to overcome the challenges. As part of the engagement, Synoptek built a modern outbound calling application using Plivo Voice and Messaging platform and Twilio APIs. The application:
Synoptek also integrated data from the outbound calling application with a campaign management system to fetch records for any campaign as well as analyze results against campaign targets and metrics. In addition, we built a centralized data warehouse and an online dashboard application using PowerBI that allows managers to view performance metrics across campaigns, agent productivity, value generated and other parameters.
With Synoptek’s automated and predictive dialing solution, the demand generation company has been able to: