Intelemark

Introduce your business and what you do there.

I’m the VP of sales and business development for Nedap Light Controls. We provide wireless control solutions mainly to industrial applications, manufacturing, warehousing, and distribution centers.

What challenge were you trying to address with Intelemark?

One of the biggest challenges we’ve had in North America is getting our message to the appropriate end users, or clients that utilize our products. Not only have we struggle to identify them, but more importantly, we’ve struggled to get in from of them. We reach out to Intelemark for lead generation services.

What was the scope of their involvement?

We start out with number of prospects we want to get in front of. Usually that ranges from 1,000–5,000. Once we scrub it down a little bit and identify who we specifically want to reach within the organization, Intelemark calls them, which is different from a lot of other lead generation services that simply sends email sequences to leads.

We helped them come up with a script. We start by walking through our story and certain phrases that we should focus on. That helps position them for a 3–5 minute conversation with our prospects. They can identify if it is a valuable opportunity and prep for when I call.

They provide a report every day on what we’re doing, which is extremely helpful.

What is the team composition?

There are two people reaching out and contacting prospects. Then, I work with a manager and another person who provides the data.

How did you come to work with Intelemark?

We found Intelemark through on of our partners.  They spoke very highly of them, so I decided to reach out.

How much have you invested with them?

We spend about $3,000–$4,000 per month (approximately $24,000–$32,000 in total).

What is the status of this engagement?

We started working together around March 2020 and our partnership is ongoing.

What evidence can you share that demonstrates the impact of the engagement? 

We’ve used other lead generation services before, but they haven’t been as effective. The fact that they’re calling and navigating their way through the organization, they’re able to set up more meaningful calls for us.

On top of that, the prospect has a better understanding of why I’m calling. 90% of the time, they get to the right person, or to someone close to them. Their process helps us find better short- and long-term leads. If they’re not ready for a partnership now, they’re often a good candidate to follow up with about a year later.

Intelemark costs more than we’ve paid for before, but they consistently deliver solid leads

How did Intelemark perform from a project management standpoint?

Fortunately, they have a pretty good retention rate, so we get to work with a lot of the same people.

The reports they provide on a daily basis are very data-driven, helping transparency. It’s very clear where they’re spending their time.

What did you find most impressive about them?

The fac tthat they’re calling and speaking with prospects, and vetting them ahead of time, is incredibly valuable. Not many other companies do that, and it makes a huge difference.

Are there any areas they could improve?

No; right now, we’re humming along pretty well.

Do you have any advice for potential customers?

If you have a highly technical solution, and you need to find very specific end-users, they will do a good job finding those prospects and qualifying them for every call they’re going to have.

Introduce your business and what you do there.

I’m the VP of business development for a Canadian hospital organization. We’re a hospital management consulting firm, managing and consulting with hospitals across the country. 

What challenge were you trying to address with Intelemark?

We developed a new services link intended to cut supply chain costs to hospitals. Their team was brought onto the project to connect us with decision-makers within hospitals about using the new service.

What was the scope of their involvement?

In order to connect with CEOs and CFOs of hospitals, we hired them to make the scheduling process more efficient. I gave them access to my calendar, and they created and schedule 8–10 calls each week that allowed me to introduce our new service line that would cut their supply cost. They’ve primarily done cold outreach through email and phone calls. I helped develop the script they use on their calls. Additionally, they mail out collateral from our organization to companies interested in learning more about our company. 

Once they’ve successfully gained an appointment, they confirm the date prior to the scheduled meeting time and handle adjustments is a call has to be rescheduled. They also follow up with people after our calls, which saves me time.

What is the team composition?

I have 1–2 team members on the project at any given time. We can scale up or down as needed. 

How did you come to work with Intelemark?

Once I decided that I needed a telemarketing firm, I met with a partner organization of ours. During our meeting, he said that he continues to use their services for campaigns that are similar to ours. That recommendation encouraged me to reach out with a pilot project for them. It was very successful, so we started our engagement.  

How much have you invested with them?

We spent about $80,000 each year. 

What is the status of this engagement?

We’ve been working together since July 2016.

What evidence can you share that demonstrates the impact of the engagement?

They’ve become our primary source for leads and appointments, which have generated millions in business. They’ve done a very good job working with our list of potential leads. The vast majority of the time, we’re able to move forward with the leads they found. In the beginning, we were getting too much business for our company to handle. At this point, they’re providing us with all of the business we can handle. It’s been a productive, profitable relationship.    

How did Intelemarkperform from a project management standpoint?

They show initiative during our weekly conference calls. Without much direction from us, they know how to handle the project. They’re seasoned and experienced. Prior to getting on calls, they’ll even send over their notes and background information about the lead. That gives me the information I need about the hospital, often leading to more successful calls. 

What did you find most impressive about them?

Their callers are very experienced in the healthcare industry and are able to connect with business leaders. Cold outreach is very challenging, but they’re getting it done. 

Are there any areas they could improve?

No, they’re generating the maximum amount of business that our company can handle. 

Do you have any advice for potential customers?

Their work allows me to be more efficient and make the best use of my time.

Introduce your business and what you do there.

My organization is a series of job posting sites with 60 sites nationwide that sell space for employers to post job ads. I am one of the sales managers for the company.

What challenge were you trying to address with Intelemark?

We found ourselves with a slightly low headcount for the amount of work we were doing and decided to outsource some of our calling to Intelemark in order to make up for the empty seats in-house.

What was the scope of their involvement?

They handle the frontend of our prospect and new customer acquisition process. We basically source the list of prospects and past customers, most of whom haven’t been contacted in quite some time and send them to Intelemark to work through on an hourly basis.

We provided a script and some qualifying questions, as well as prepped them for some of the Q&A that we expected would come as a result of those calls. They were given all of the resources we typically gave our internal reps and then pretty much handled the process on their own.

What is the team composition?

The contract was actually for a certain number of hours, but in total, we’ve had 6–7 reps working to fulfill those.

How did you come to work with Intelemark?

I started thinking about some of the challenges we faced going into 2019 and just considered a few different lead generation companies that could help support us through the headcount issues we had. We did a pilot program with one rep from Intelemark’s team at first and were happy with what we saw there, so we expanded the project to 6–7 reps from there.

How much have you invested with them?

The total cost was about $25,000 in total.

What is the status of this engagement?

Our contract ran from September–December 2019.

What evidence can you share that demonstrates the impact of the engagement?

Their process was very consistent and delivered very high-quality leads. You could tell from the results they delivered that nobody was shortchanging any of the questions and they were handling the process really well.

From a return on investment standpoint, we didn’t exactly see the return that we were hoping for out of the project, coming up right about at our break-even point in the end. That was primarily because the dials to lead percentage was just under 2%, but the close rate on those leads wasn’t particularly good either, and we eventually decided to bring the process back in-house. It’s hard to tell how much of that was due to Intelemark or just external market factors, but it didn’t quite work out the way we hoped in the end.

How did Intelemark perform from a project management standpoint?

Their communication skills are absolutely fantastic. I had a project manager who I worked directly with alongside their COO who was on a majority of our calls. Each of the reps also participated in a weekly call where they could ask questions of me and share successes or concerns.

We also had a daily spreadsheet where they recorded overall metrics, nonpositive outcomes, and other things that happened over the course of the day that helped me to deliver the internal reporting that I needed as well.

What did you find most impressive about them?

Overall, communication and transparency were the biggest strengths of their group. Those were qualities we were really hoping for when we started the project, and they definitely hit the nail on the head in that regard.

Are there any areas they could improve?

I think there were pluses and minuses to the Excel spreadsheet that we used. The detail was definitely there, but from a data organization standpoint, there’s certainly some opportunity to improve tracking and ease of use. Structure-wise there were some challenges in finding the information I needed, but in the end, the quality of the leads was really solid.

Do you have any advice for potential customers?

The best thing that we could have done differently for the project would have been more carefully sourcing targeted lists that we were sending to their team. That way when a connection was made it will be a fairly qualified prospect that simply needs to be accelerated through the sales funnel.

Please describe your company and your position there.

Our organization develops certification exams. In addition to developing and awarding specialty certifications, we provide nurses with certification and recertification resources and tools, helps healthcare institutions and health systems thrive with employer programs and resources, sets nursing students up for success through scholarships and career mentoring, and recognizes nurses and institutions who exemplify excellence and advance nursing specialty certification. I am the Business Operations Specialist responsible for assisting the Business Operations Manager in areas of customer service, business operations, and special projects.

For what projects/services did your company hire Intelemark?

I was responsible for providing recommendations to replace the current reminder call company because of complaints and inconsistent service. The calls are placed to nurses who have not renewed their certification as a supplement to reminder email. We did not want to use an automated service or one that uses a computer to dial the numbers as we have clear direction from our board of directors that live phone assistance be available during business hours. We needed to find a company that would help us maintain a high level of customer service and personal attention. Our company has hired them in 2017 and 2019 for appointment setting campaigns.

What were your goals for this project?

The goals where to notify nurses of their expiration date, provide basic information on the process of and changes to recertification, and encourage nurses to contact our organization for additional information or to have questions answered. These goals had to be met in a way that enhanced our current level of customer service.

How did you select this vendor?

The company we were using was not providing the type of service that reflected our companies values and mission so we started a basic internet search to determine our options. While Intelemark did not come up in my initial search, they had successfully completed a previous project for us and it was suggested they be contacted for this one. Three vendors were contacted to discuss our project and two were asked to provide quotes. Intelemark was the most responsive, easiest to deal with, and appeared to have the best business philosophy of the three. Costs and services were compared and the discussion to hire Intelemark was made by myself, with the approval of the Business Operations Manager and Executive Director.

Describe the project in detail.

We provide a record monthly of nurses due to recertify in approximately 90 days. The data is then used to call them using a a script we provided. A maximum of two calls are placed to each number, with a voicemail being left on the 2nd attempt. The move to Intelemark was seamless and they have shifted scripts 3 times since we started this project - often implementing the change within hours. Intelemark invoices us for a monthly data load fee and on an hourly basis for calls. 100 hours were paid at the start of the project and we are invoiced in 50 hours increments at the start of each month where the balance of paid hours is less than 50.

What was the team composition?

We are in regular contact with the Data Services Manager who works as our account manager. He uploads the data and provides reports and contact requests. He oversees our project to be sure the calls can be completed and the hours stay within a pre-approved range. We also have access a Marketing / Administrative professional and we have spoken directly to the CEO when needed. We have one dedicated call representative making our calls each month which allows for consistency and the ability to provide answers to common questions.

Can you share any outcomes from the project that demonstrate progress or success?

As this a courtesy service, we do not have numerical metrics to illustrate the value Intelemark brings to our company. What we do have is direct feedback from the people receiving the calls. Through surveys and direct phone contact, we have learned that these calls are appreciated and in some cases, the reason the remembered to recertify. Obviously, this directly achieves our main goal. Within days of hiring Intelemark, we stopped receiving complaints about the reminder calls and calls asking to be removed from our phone contact list. This alleviated stress and time constraints on our Customer Experience Specialist, allowing her to answer calls from nurses who needed direct assistance from our office. Our call representative has taken an active role in learning our business and keeping up with changes to the recertification process. She has exceeded expectations and our initial goals of providing answers to common questions and encouraging nurses to recertify.

How effective was the workflow between your team and theirs?

We are provided with weekly reports of calls made, nurses reached, and messages left. The reports are detailed and are easy to use. Intelemark is very responsive to all of our requests, from a temporary hold on calls in order to re-write the script during the health care crisis to having additional hours approved each month as needed. They provide requests for contact daily and the Data Manager contacts me as needed to get answers to questions being commonly asked by the nurses.

What did you find most impressive about this company?

Intelemark has acted as a partner, not a vendor, from the very beginning of this project. Many people don't even realize they are being called by someone outside our organization. Intelemark is as invested in providing superior customer service, to our company and those they call, as we are. Everyone at Intelemark, from the CEO on down, has been extremely responsive to requests and questions, even setting up a conference call to be sure all my questions were answered and concerns addressed.

Are there any areas for improvement?

At this time, almost two years into this project, I can honestly say there isn't anything I would suggest they do differently.

Introduce your business and what you do there.

I’m the managing director and an application scientist at a medical device company. We provide hardware and software for doing advanced functional brain imaging.

What challenge were you trying to address with Intelemark?

We’d developed a new product that increases patient comfort in the MRI machine. It’s a monitor that allows patients, especially children, to watch movies while in the machine. This way, they’re more likely to stay still which reduces the need for sedation. We wanted assistance reaching out to customers outside of our normal customer base. We wanted to gain more customers at outpatient imaging centers and hospitals.

What was the scope of their involvement?

We provided them with a list of approximately 1,600 hospitals on the east coast. These were all facilities where we didn’t have any equipment installed. We worked with Intelemark to onboard to sales agents. This was a trial campaign to see whether this was something that would be useful in generating leads. 

They did cold calling with the help of a script that we provided. Their goal was to book as many appointments with potential leads as possible.  

What is the team composition?

In addition to the two sales agents, we worked Ed (COO) and Elena (Marketing Administration) who provided oversight for the campaign. 

How did you come to work with Intelemark?

I was introduced to them by one of our former sales team employees. Ed was professional and thorough, so our CEO was happy to give them a try. 

How much have you invested with them?

We spent just over $10,000. 

What is the status of this engagement?

The engagement formally started in March 2020, and they completed their first project with us in April 2020. We initially contacted them in January of that year.

What evidence can you share that demonstrates the impact of the engagement?

We were satisfied with the results of their work. We hope to continue to engage their services for additional sales outreach. The quality of the leads they generated was excellent. I was impressed with the fact that even though the list didn’t always have a lead contact, they were comfortable with reaching out to the hospital and figuring out who they should talk to. 

How did Intelemark perform from a project management standpoint?

Communication was really excellent. Even with setbacks, they were very patient and helped get us up to speed. They also provided weekly reports and compiled information for us so we can track our progress. 

What did you find most impressive about them?

They understand the product, they love what they do, and it’s clear they’re excited about the work they do. The team is engaged and understands how to position the product well. 

Are there any areas they could improve? 

No, not at this time. If anything, we would like to be able to engage more agents and conduct a more widespread campaign. 

Do you have any advice for potential customers? 

Make sure that you provide good information in the call guide. Giving them a good understanding of the product and how it compares to others on the market is important.

Introduce your business and what you do there.

I’m a product marketing specialist at a chemical supply chain company.

What challenge were you trying to address with Intelemark?

We were launching a brand-new product into the market and we needed to establish a pipeline of leads. We reached out to Intelemark to help us find the right people and convert them into leads.

What was the scope of their involvement?

First, they provided a questionnaire to us that we filled out with information about our product. We provided them with a list of target companies that we were interested in reaching out to.

They found and called the appropriate level contacts there and generated interest with people within the accounts that we gave them. Then, they set up appointments with those who wanted to learn more. It was a collaborative effort, but they did a heavy portion of it, including scripts.

What is the team composition?

We worked with Ed (COO), Elana (Marketing/Administration), and three others.

How did you come to work with Intelemark?

Other divisions within our company had used them and highly recommended them. We went with them because they were an already approved supplier and had very positive reviews from our colleagues.

How much have you invested with them?

We’ve invested $15,000.

What is the status of this engagement?

We began working together in February 2020, and we wrapped up in April 2020.

What evidence can you share that demonstrates the impact of the engagement?

We had a couple of metrics we were looking at. One was how many appointments they were able to set for our sales team. Next, was how many of those appointments actually went through with people who wanted to move forward. Then, how many of those leads were qualified by our sales representatives into an opportunity. In addition, we were looking at the level of seniority, to see if they were getting to decision-makers or not. They satisfied our requirements in all of those aspects and we’re very happy.

How did Intelemark perform from a project management standpoint?

Once the campaign started, we had weekly base touches to communicate back and forth what was happening. It was a great process. They were very accommodating and used a lead generation form we gave to them so that they can put the information so it could go into Marketo. Since we had our own internal tools, they were willing to work with the tools that we provided so that we could adequately track the leads in our system.

What did you find most impressive about them?

They know how to deliver results. The team provided a great framework upfront for what they needed from us. They helped to craft the approach and were very flexible in accommodating our needs.

Are there any areas they could improve?

No, I have no complaints whatsoever. I think everything went swimmingly.

Do you have any advice for potential customers?

Have a strategy in place, and know what you’re looking for.

Introduce your business and what you do there.

I’m the VP of inside sales for HealthEquity. We’re a publicly traded company that provides health savings accounts and a number of other consumer-directed benefit products. We’re typically the largest provider in each space of our products.

What challenge were you trying to address with Intelemark?

I was brought on to start an inside sales team at HealthEquity, so we were starting from scratch. The first thing we wanted to do was hire an outsourced call center company for lead generation outreach. We wanted to increase our visibility with our prospects. 

What was the scope of their involvement?

They assigned a few reps to conduct lead generation outreach calls. We provided them with training and internal information, set a number of target leads per day, and they took it from there. They also gathered information and feedback from customers for a couple of our projects. 

What is the team composition?

They had anywhere from 4–8 reps working on our project at any given time, plus a project manager. 

How did you come to work with Intelemark?

I looked at a number of different companies. I considered two companies but ended up being most satisfied with Intelemark from the RFP. Their responsiveness, ability to understand our goals, and their experience made them stand out. 

How much have you invested with them?

We spent between $200,000–$250,000. 

What is the status of this engagement?

We worked together from February 2018–July 2019. 

What evidence can you share that demonstrates the impact of the engagement? 

They consistently hit or exceeded our target number of leads per day. Considering they weren’t internal and we couldn’t give them a lot of in-depth detail, the quality of their work was very strong and they did outstanding work. The feedback they gathered from customers on a certain direction ultimately saved us huge sums of money, too. 

How did Intelemark perform from a project management standpoint?

The project lead was extremely attentive to our project and on top of all of the different campaigns. We had frequent communication throughout the week. I felt like she was very engaged in our project and was able to relay our information to each rep doing these calls. We never had any issue with them reporting and gathering information for us. 

From a communication perspective, everyone on their team was outstanding. I could call their COO and he would know all the details of the project. I could pick up the phone and talk to any of their team to get information. They were just very attentive to each part of our project. 

What did you find most impressive about them?

Their ability to understand the objectives and metrics of our program was most impressive, which is why they won the project in the first place. Other providers wanted to leave the management up to us, but Intelemark took the reigns and worked hard to understand our needs. 

Are there any areas they could improve?

The biggest challenge was that some of our projects are pretty complex, and we thought it would make more sense to deeply train our internal team rather than an outsourced partner. It wasn’t a knock on Itelemarks’s skills, but more of an organizational decision to bring it back internally. 

Do you have any advice for potential customers?

Don’t just look for a set of reps. Make sure you’re giving them clearly defined objectives and solid information about the industry and demographics. If you try to micromanage them, it probably won’t work as well. They have a great capacity to find the best way to get something done. 

Please describe your company and your position there.

I am the owner of NationsClassroom. We help schools from all over the US with educational tours of the Historic East Coast.

For what projects/services did your company hire Intelemark?

We tasked Intellimark with both identifying the right party at each of our schools as well as setting appointments for our sales team once the right party was confirmed.

What were your goals for this project?

Complete a list of about 500 schools in 90 days.

How did you select this vendor?

They were a referral from a fellow business owner. And we had great results with them in the past.

Describe the project in detail.

As mentioned above qualify right party and set appointments.

What was the team composition?

For our purposes we worked with one or two Intellimark reps.

Can you share any outcomes from the project that demonstrate progress or success?

100% success of helping us to determine the right party. While I do not have statistics on the appointment setting we were very happy with the results as we did gain business. Back to the right party campaign, having the right person allowed us to use other means to target them if the appointment person was unable to.

How effective was the workflow between your team and theirs?

Amazing. Their entire staff was customer focused in that they genuinely wanted to do well and wanted our success. The worked with us from a workflow standpoint to make it easier on us and not try to make us fit their system

What did you find most impressive about this company?

They produced great results which is ultimately what we all want, right? If I may add, there was a real personal touch. My concern on past experience with others in their space was that there would not be good communication or they would not be flexible to our needs. We now consider ourselves to be friends with their team.

Are there any areas for improvement?

No, we are very pleased.