SalesRoads

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a company that lends money to small businesses and contractors.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SalesRoads?

We were looking to improve lead generation and lead qualification for prospective customers that could use our lending services.

SOLUTION

What was the scope of their involvement?

SalesRoads used Salesforce and dialing technology to generate, investigate, and research leads for our business.

What is the team composition?

We worked with four members of SalesRoads. There were two calling agents and two managers.

How did you come to work with SalesRoads?

The president of SalesRoads is a longtime contact of mine. I knew about the business and they were a good fit. I was confident they could learn our needs quickly and get the program up and running. 

How much have you invested with them?

We paid about $10,000 per month.

What is the status of this engagement?

We worked with them from July 2018–February 2019.

RESULTS & FEEDBACK

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

We learned a lot about our leads and about our market in the course of working with SalesRoads. We had some success in economically generating leads for our business that serves contractors. 

Through the course of the work, we realized we’re in a hard market to reach with phone-based lead generation. However, they were able to quickly understand our business and work iteratively with us. Throughout, they demonstrated a kind of flexibility and a willingness to work with us to make the program successful.

How did Sales Roads perform from a project management standpoint?

They were very responsive to our questions and our needs. They were committed partners in working with us to make the program successful.

What did you find most impressive about them?

They were responsive to feedback from us, our market, and the leads they were calling. They were very collaborative, constructive, and creative in helping to design ways to make the program more effective.

Are there any areas they could improve?

Nothing obvious comes to mind.

BACKGROUND

Introduce your business and what you do there.

I'm the director of business development for a software company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA Inc.?

We engaged VSA for lead generation and appointment setting services through a campaign to identify business owners interested in strategic partnerships and opportunities. 

SOLUTION

What was the scope of their involvement?

VSA researched and identified a list of healthcare and software companies to reach out to. They then set up appointments with C-suite individuals to speak to our team about possible business opportunities with our company. 

What is the team composition? 

I had two main points of contact, including Maureen (VP of Business Development, VSA Inc.). 

How did you come to work with VSA Inc.?

VSA is engaged with one of our subsidiaries, and they were highly recommended internally based on their high success rates and professionalism. 

How much have you invested with them?

We invested between $50,000–$75,000.

What is the status of this engagement?

We worked with them from October 2017–December 2018.

RESULTS & FEEDBACK

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

VSA exceeded our expectations, successfully delivering qualified leads that led to new business. I'd give them a nine out of ten for deliverables overall. 

How did VSA Inc. perform from a project management standpoint?

Their analytics reporting was spot on and provided a lot of valuable data from the campaign. They were also extremely professional and confidential on the phone, representing our organization's initiatives very well as the first point of contact for potential clients.

We mostly communicated with them through email, touching base by phone at least once a week. They were always very responsive and receptive to our unique needs. 

What did you find most impressive about them?

They treated highly sensitive, confidential calls with a great deal of professionalism. They were also very flexible, willing to adjust their processes as needed, and persistent about meeting timelines and project goals. 

Are there any areas they could improve?

Not really. There were times when it felt like we were working with a third party, so perhaps they can improve their ability to embed themselves within internal teams. 

Do you have any advice for potential customers?

Invest the time in the beginning to help them understand your business, objectives, and goals–it will go a long way in their ability to meet or exceed expectations. 

BACKGROUND

Introduce your business and what you do there.

I'm the vice president of sales for a physical inventories company. We serve several major retailers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc?

We were looking for a force multiplier. Our sales team is best in front of a client, but they can't always keep up with the volume of calls needed to get in front of those decision makers.

SOLUTION

What was the scope of their involvement?

They worked for us on an hourly basis. We handed over large prospect sheets, and they helped identify other prospects. We had some standardized questions as a team, and then we collaborated with them on the call script. We had a few training calls with their team, and they reviewed the process and helped us with quarterly review calls. They provided an ongoing stream of information, and we gave them periodic guidance when we had ways to help them.

What is the team composition? 

We had one primary point of contact throughout our relationship. Occasionally, I would deal with a secondary contact. They facilitated results and set up when calls would occur. We had a project specific email, so our customers felt like they were always dealing with the same person.

How did you come to work with VSA, Inc?

I was formerly at another inventory service. We used several call providers in different sales segments, so I knew how successful that sort of vendor could be. I spent a few weeks searching for potential providers, and VSA, Inc was the most responsive.

How much have you invested with them?

We spent between $80,000-$90,000 over the life of the relationship.

What is the status of this engagement?

The engagement went from February 2014-March 2019. I'd like to do more work with them, but we had to reduce our budget.

RESULTS & FEEDBACK

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

We had a nice uptick in sales, and now we're catching up with our operations. It was a very successful collaboration. They were overwhelmingly supportive and positive. Even when they couldn't deliver a qualified lead, we got a lot of important information from their calls. Several of our biggest sales came from our relationship with them.

How did VSA, Inc perform from a project management standpoint?

From a management standpoint, they were very easy to work with. They met all our deadlines and were an outstanding partner. If we needed something, even on short notice, they'd put together a solution for us right away. Most of our communication was through email, phone, and their web portal. They were always very helpful if I ever wanted more from them.

What did you find most impressive about them?

The main point was their consistency in account leadership and management. Working with them was terrific.

Are there any areas they could improve?

No, whenever there was a roadblock or a challenge, they were always communicative. The only thing we noticed was the fact that leads in different time zones didn't always get the same priority. They never wasted a lot of time, but they could have targeted those distant time zones more frequently than they did.

BACKGROUND

Introduce your business and what you do there.

I’m the internal sales manager for General Floor. We are a wholesale flooring distributor with an extensive inventory in carpet, hard surface, tools, and accessories. When frustrated building and flooring professionals are spending too much time with selection meetings or chasing hard-to-find items, they call us.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.?                      

We had a bank of leads that we acquired over the years.

We wanted to reach out to those leads, get them to visit our showroom, and have them meet with a new account consultant to uncover if we were a fit for one another. We were having difficulty maintaining rapport with the leads once they visited our facilities, so we decided to dissolve our small telemarketing team and create a new account consultant for a few of our locations and try an outside source.

SOLUTION

What was the scope of their involvement?

Their task was to contact these leads and uncover a soft profile to see if they had a need. Once they'd identified that this person qualified for a general floor buying account, they would try to book an in-person appointment with one of our new account consultants.

We wanted to improve our internal technique and approach, so we decided to pause our work with VSA, Inc. in order to improve our sales practice. We plan to work with them again once we’ve done so.  

What is the team composition?

We had one dedicated person per branch for each of the four locations we targeted.

How did you come to work with VSA, Inc.?

We liked what they offered. We went to their facility, and they came to ours. We liked their personnel and the vibe of their company; they were a great fit for us.

What is the status of this engagement?

We worked with them from October 2018–February 2019.

RESULTS & FEEDBACK

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

Of the 535 positive contacts we gave them, they achieved 44 accounts. We’d expected to hit about 10% lead generation from the contacts we provided. They came in around 8% and some contacts continue to ramp up so we’re still hopeful.

They uncovered useful information from the contacts that our sales reps could use, including their types of businesses, the products they used, even the challenges they had with other suppliers. They confirmed addresses and phone numbers. Every single lead that they booked an appointment for was a truly qualified lead. They didn’t waste anyone’s time.  

How did VSA, Inc. perform from a project management standpoint?

Their reporting was extensive. Their system for managing leads was detailed and provided information on qualified leads, leads who were interested but not at the moment, and appointments scheduled. They were able to provide details on every single exchange with a lead when they called.

What did you find most impressive about them?

They took the time to come to our office at least three times. I feel that they’re going to be quite successful going forward.

Are there any areas they could improve?

I would recommend they make the reporting easier to read by separating out the items a client does not care to see, since they provide so much detailed information.

Do you have any advice for potential customers?

They do a great job managing your leads. If you have your own leads, you can feel confident that they're going to manage them as if they were their own. If your company needs someone to help you find potential clients, VSA, Inc. is the choice for you.

BACKGROUND

Introduce your business and what you do there.

I’m the senior quality programs analyst at a not-for-profit corporation that pursues economic development. We’re a grant-funded subsidiary company of a New Jersey university. We receive Centers for Medicare & Medicaid Services (CMS) grants to provide services to clinicians and health care systems in New Jersey. We’re also a qualified clinical data registry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.? 

Clinicians that are eligible for the CMS program must report to avoid a penalty. We sell our registry services to Merit-based Incentive Payment System (MIPS) providers. We have sales quotas, which we’d previously been using student project assistants to meet.

SOLUTION

What was the scope of their involvement? 

VSA, Inc. supplements our sales team for recruitment efforts. We give them a list of clinicians that we know are eligible for the CMS program. They call them on the phone to sign them up for our services. Each member of their team dedicates 40 hours a week, making over 100 calls. It takes about 4–5 calls to close a sale. They also assist with other efforts here in terms of recruitment, not just for the registry program.

What is the team composition? 

The team size varies depending on my sales goal for the week. We mostly use three FTEs to make calls. Amy is our account manager and the main point of contact.

How did you come to work with VSA, Inc.? 

We’d narrowed down our search to 3–4 companies. Our director for business development found VSA, Inc. and introduced them to my team. We chose them in large part because they’re in New Jersey. They’re close enough so that we can drive down and meet with their staff in person. It also makes it easier that they have a relationship with the state in which we are a designee for health information technology by the Department of Health. 

What is the status of this engagement?

Work started in early 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

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

Because we're connected to the university, we hired a lot of student project assistants to make these calls for us. Having a full-time dedicated sales team has helped us achieve our sales goal much faster than in previous years. VSA, Inc. committed to a 100% close rate in terms of sales, which they hit prior to the end of 2018. They’re a valuable asset to our company, particularly in terms of freeing up our staff to do other things. They were able to meet our sales goal earlier than expected.

How did VSA, Inc. perform from a project management standpoint? 

Amy and the rest of the team are excellent. I've gone down and met with them twice. It’s really nice to be able to have in-person meetings. They’re so responsive. I let them know the goal we’re trying to reach and they’re prepared to make it happen. I have weekly calls with Amy to make sure that they’re on track to meet the goal. We also use those calls to make any changes as needed. 

What did you find most impressive about them?

Their willingness to actually learn about the program is quite impressive. They want to know more than just our sales goal. It’s been helpful for them to understand the background of the CMS program and why exactly a clinician needs to sign up. They’re much more efficient at answering questions now rather than having to escalate the calls to me. I appreciate that they want to know why we do what we do. It takes a lot of stress off of my staff that we can trust VSA, Inc. to do more.  

Are there any areas they could improve? 

No, I honestly don't have any constructive feedback. We've been using them for over a year and they catch on quickly and ask good questions.

BACKGROUND

Introduce your business and what you do there.

I'm the manager of a senior living business. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.?

We needed help sourcing new vendors in order to scale quickly, so we engaged VSA to conduct market research and line up leads for our team. 

SOLUTION

What was the scope of their involvement?

VSA initially reached out to suppliers in markets across the country, warming up potential leads and then passing them along to our team. They fully sourced vendors on their own based on criteria we provided, but without a set script. We experimented with a few different strategies throughout the engagement to reach our target customers. 

What is the team composition? 

We worked with four or five people, including a project manager, as well as the owner and VP of operations who helped set up the best team to meet our needs.

How did you come to work with VSA, Inc.?

We found them on a call center referral site and selected them based on their reputation and their ability to provide their own project management, to work without a script, and to do some data analysis on their own. We also liked that they weren't just going to take orders, but rather collaborate with us and provide valuable feedback.

What is the status of this engagement?

We worked together from around January–December 2018.

RESULTS & FEEDBACK

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

The insights VSA's services provided offered a lot of value. They were able to help us meet our objectives and learn more efficiently than we would've been able to on our own. Not only were they able to execute on a variety of constantly evolving tasks, but they were also able to obtain our desired learning outcomes each time. 

How did VSA, Inc. perform from a project management standpoint?

Their customer service was exceptional. Even if we didn't offer a lot of clarity on certain things, their team was always able to carry on and execute well. They were also very responsive and prompt in communications. I was able to reach our project manager easily, even through text message. 

What did you find most impressive about them?

Their project management stands out first. They were able to work through a lot of ambiguity and deliver on time. They were also very customer service oriented from the start, providing professional, high-quality work while remaining personable, friendly, and accommodating.

Are there any areas they could improve?

I don't have any feedback.

Do you have any advice for potential customers?

Assuming the project is complex like ours, the sooner you can provide clarity, the better. We paid higher rates for the higher quality services they offer compared to others–that's their reputation. 

BACKGROUND

Introduce your business and what you do there.

I am the vice president of sales and marketing for Strategic Healthcare Programs (SHP). We are a data analytics company that provides benchmarking services to home health agencies, hospices, hospitals, and accountable care organizations.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.?

We engaged VSA, Inc. to contact potential clients and set appointments for our sales team. When I joined the company about three years ago, I recognized a need for a lead-generation initiative, specifically in the home health space. Before, a lot of our sales were the results of agencies calling us directly. It was a reasonably easy sales process, but at some point, we realized that we needed to be more proactive in our outreach.

SOLUTION

What was the scope of their involvement?

We gave VSA, Inc. a list of home health agencies that were not our customers at the time. We identified the individuals within those organizations that would be the most likely user, influencer, or purchaser of our software. VSA, Inc. contacted those organizations to provide them with information about SHP and pass along the offer for a more detailed demonstration of our software. Once they set appointments with those clients, our sales team would follow-up with the prospect about a demo.

What is the team composition?

Our account lead is our direct line of communication. They have a large team available to make the calls and set the appointments, but the overall team size dedicated to our account fluctuates based on staff availability and the workload.

How did you come to work with VSA, Inc.?

We learned of VSA, Inc. through a referral. We evaluated them against some of the other companies we considered, but we responded well to their culture and how they manage the team by giving their employees a lot of flexibility.

What is the status of this engagement?

Our engagement began in 2016 and remains ongoing. We plan to continue our partnership with them for several more years.

RESULTS & FEEDBACK

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

We’ve seen a substantial ROI as a result of our work with VSA, Inc.

How did VSA, Inc. perform from a project management standpoint?

We have biweekly check-in calls with our account lead where we hash out any outstanding issues. Their responsiveness has been much appreciated. When we request something or have a question, we receive a response almost immediately.

What did you find most impressive about them?

They deliver a positive ROI year after year, which speaks to practical methods and training on their side. Also, after our initial training sessions, we haven’t had to have more, as VSA, Inc. has implemented a successful training and shadowing program for teaching new callers.

Are there any areas they could improve?

No, nothing in particular needs improvement.

Do you have any advice for potential customers?

Future clients should expect to invest a significant amount of time at the start of the engagement to sufficiently train the VSA, Inc. team. We initially held weekly phone calls to address the questions their callers received from the prospects so that we could help them be successful. If there is no investment in that time, their team will go forward not knowing if they’re operating correctly.

BACKGROUND

Introduce your business and what you do there.

I'm the owner of Martinka Consulting. We're a consulting firm and we work with clients that buy and sell small and medium-sized businesses. A big part of our job is to match buyers and sellers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.?

We needed a reliable vendor to do phone calls for us. We used a few different phone services, but we were not happy with the results, so we started looking for a new company.

SOLUTION

What was the scope of their involvement?

VSA helps us support communication with business owners, who often have busy schedules. VSA mostly sets appointments and follows up with our clients on our behalf. We work with them on a project-by-project basis.

What is the team composition?

We mostly interact with two account managers, and there is a team of people who are making the calls.

How did you come to work with VSA, Inc.?

One of the colleagues in my network recommended them to us.

What is the status of this engagement?

We started working with them in 2016 and the relationship is ongoing.

RESULTS & FEEDBACK

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

We measure our success by how many people agree to talk to us and we've been happy with the results. We get a lot of compliments from our clients about VSA's professionalism.

How did VSA, Inc. perform from a project management standpoint?

We usually use email and phone to stay in touch and it's been a very smooth process.

What did you find most impressive about them?

They're very thorough, organized, and capable.

Are there any areas they could improve?

I can't think of anything.

Do you have any advice for potential customers?

Have reasonable expectations because picking up the phone and calling people is a tough job. Only about 5–10% of people who own a business are thinking of selling it, which is reflected in the metrics that we see. Also, understanding VSA’s process and following it will help you have a more productive relationship.

BACKGROUND

Introduce your business and what you do there. 

I'm the national sales manager for MaintStar, which manufactures software for state and local governments. We have two basic products. One product is for community development and land management and the other is for public works.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with VSA, Inc.? 

We’d just introduced the permitting and land management product. We started with zero references and zero customers. We needed help to build a pipeline and customers.

SOLUTION

What was the scope of their involvement? 

On a basic level, VSA, Inc. provides cold calling services. More broadly, they lead an inside sales telemarketing campaign to help us set up target markets. They help us identify customers in a specific area by creating a database of customers within each region. Since we work with small and local governments, potential clients could be cities, municipalities, counties, or states. They also advise us on how many touch points per customer and set up client demonstrations. 

VSA, Inc. works with us to determine the proper team size based on the size of our campaign. For example, they advise we need 3–4 agents if we want to market in California. We can get by with two agents in a smaller market. They adjust the budget depending on how many agents we hire. 

What is the team composition?

Our main point of contact is a client services manager. 

How did you come to work with VSA, Inc.?

Our marketing director set out to find a telemarketing partner. We interviewed at least a dozen companies. We eliminated companies if they were not a full consultation house. We required a partner who could be our inside marketing team. VSA, Inc. was ultimately selected based on their experience, their flexibility to change the size of their team, and their ability to give us advice.

What is the status of this engagement? 

Work started in the fourth quarter of 2016 and the engagement is ongoing.

RESULTS & FEEDBACK

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

We started in this market with zero customers. VSA, Inc. has introduced us to at least 25% of our current customer base, which is pretty substantial. One of the main reasons we’re so pleased with them is that they offer a very good return on investment. The revenue we make from new customers more than compensates the cost of their services. We're so happy with VSA, Inc. that we’ve expanded our business to use them for both product lines.

How did VSA, Inc. perform from a project management standpoint? 

Their team gets the highest marks for project management. I’d recommend them to any company looking for a top tier telemarketing team. It feels like they’re working inside my building even though they're actually across the country.

They communicate frequently so that we can make adjustments to campaigns as needed. We have a weekly call with the client services manager. If we're not getting the results that we want, they’ll advise us to consider a new campaign. If we’re exceeding our objectives, they’ll encourage us to run that campaign longer. Those adjustments are crucial to the success of our relationship. Not all campaigns are successful, but we can trust VSA, Inc. to let us know what resources should be put on which campaign. 

What did you find most impressive about them? 

Their communication is quite good. I don't expect them to be an expert in my business, but I do expect VSA, Inc. to let me know when they see success. We get daily updates if there’s any interest so we can respond to a potential client within an hour. Their CRM tool is solid. They provide good reports that allow me to determine how a campaign is going before our weekly call. They also can provide me with a recording of the conversation with a client if it requires complicated dialogue. Their flexibility to adjust the size of their team based on our changing campaigns is a huge plus.

Are there any areas they could improve?

No, I don’t see any room for improvement. VSA, Inc. is more of a partner than a vendor to us. They’re an exact model of what a telemarketing firm should be. 

Do you have any advice for potential customers? 

Have a good dialogue and be open to their ideas. VSA, Inc. is very knowledgeable and capable. It would be helpful to prepare your script, marketing campaign, and elevator pitch in advance. Lay out a campaign roadmap for them so that they know where you want to go. They’re quite efficient. They run campaigns quickly, so you need to think more than one step at a time. 

BACKGROUND

Introduce your business and what you do there.

I am the vice president and an account manager at a registered agent and compliance service provider. We offer corporate filings and nationwide registered agent services to entrepreneurs, law firms, and companies in the Fortune 500 and Fortune 1000.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with SalesRoads?

Although we are one of the larger companies in our industry, we felt that we were missing a substantial number of potential clients. However, our outreach efforts were not on par with what we needed. We engaged SalesRoads to cold call and set appointments with people on our behalf so that we could potentially win new business.

SOLUTION

What was the scope of their involvement?

We held a kickoff meeting so that we could teach SalesRoads about our services and determine the areas we wanted them to target first. After SalesRoads formulated a basic template of a script, we reviewed it and coached their team in a couple of areas that needed some polishing. We relied on them to identify potential leads, call the appropriate person at those companies, schedule appointments for our product demonstrations, and follow-up on those meetings in an attempt to close the sale.

What is the team composition?

John (Account Executive, SalesRoads) makes a majority of the calls on our behalf, but there are a few other callers, as well. I am unsure of the total team size.

How did you come to work with SalesRoads?

Our CEO met David (President, SalesRoads) at a networking event and had a productive conversation about the pitfalls we were facing in our industry. David provided some insight into possible solutions, and we felt comfortable hiring them to help us.

How much have you invested with them?

So far, we’ve spent more than $100,000.

What is the status of this engagement?

Our engagement began in November 2016 and remains ongoing.

RESULTS & FEEDBACK

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

Within three weeks, we had 20–25 calls scheduled with clients in areas we asked SalesRoads to target. Their team found a lot of success very early on, and our ROI has been substantial. Our internal account managers and salespeople didn’t have the experience to perform these duties, but SalesRoads has capably stepped in to fill an area of need for us. We’ve definitely become more recognizable to a more significant portion of possible clients.

How did SalesRoads perform from a project management standpoint?

They provide thorough reports of their call data and where their billable hours have gone. The sales cycle can sometimes last 6–12 months depending on the size of the client, but all along the way, SalesRoads gives us weekly or monthly updates.

What did you find most impressive about them?

Their greatest ability is identifying potential prospects and getting the correct person on the phone. That’s no small feat because the person who decides to procure our services is different at each company—it may be somebody in the financial, legal, or administrative departments, for example. The tricky part of our sales process is determining the correct person to contact, but SalesRoads is quick to find that information. They also sometimes identify what prospective clients need that they are not currently getting—an assessment they make before they ever reach the client on the phone.

We also sometimes fall into ruts because our sales cycle is so long. We’re still demonstrating our services to potential new clients and still following-up, but we may not close anything because of how long the cycle is. In those times, SalesRoads strives to come up with ideas for how to increase interest. Sometimes that’s deciding on a special promotion or a discount. Once we implement those discounts, SalesRoads returns to people we’ve met and alerts them to our specials. SalesRoads has been very proactive in their efforts to secure as many new sales as possible.

Are there any areas they could improve?

No, they’ve been wonderful to work with.

Do you have any advice for potential customers?

Give SalesRoads the time they need to go through their methods of learning your needs, learning the needs of potential clients, identifying those companies, and contacting them. It’s a time-consuming process, but let them do their jobs, and you won’t be disappointed with the results.