PROFORCE PEST CONTROL SCALES CONNECTIVITY AND SUBSCRIPTION CONTINUITY WITH OUTBOUNDIQ
Proforce is a rapidly expanding pest control company established in 2024 through a series of acquisitions. Primarily growing through door-to-door sales, the company helps customers resolve pest issues, including ants, subterranean termites, and mosquitoes. As the company acquires additional subscribers, the call center serves as a crucial component of their technology platform, tasked with maintaining the continuity of customer subscriptions.
CHALLENGES
While most customers remained engaged and current, Proforce identified a segment of subscriber accounts that became harder to engage once billing issues arose. Addressing those accounts required more effective connectivity and communication, rather than broad retention intervention:
Subscription Continuity
01
A significant challenge was maintaining customer subscriptions when payments fell behind, such as cases involving expired cards. The company relied on the call center to resolve these issues, but struggled to engage customers who might not want to have that conversation regarding past-due payments.
Static Dialing Strategy
02
Proforce identified that a primary barrier to connection was the company's lack of varied ANI inventory, often calling past due customers with the same ANI attempt after attempt, day after day. This resulted in disappointing connect rates for campaigns aimed at these specific customers.
03
For specific campaigns targeting past-due accounts, the company found it difficult to break through consumer hesitation. The inability to reach these customers meant they could not resolve simple billing issues, threatening the recurring revenue model.
Customer Avoidance
SOLUTIONS
Proforce turned to outboundIQ to address their connectivity issues. The implementation process was characterized by a supportive partnership rather than aggressive tactics, allowing the company to validate the results before making a larger commitment.
01
Identifying and Solving Friction
outboundIQ helped Proforce identify and resolve issues, specifically the friction in their dialing strategy caused by a lack of ANI variability, and lack of strategic ANI management on dials. Fox appreciated that the outboundIQ team "walked us through every step and showed the team opportunities to resolve inefficiencies”, effectively removing the barriers that had previously hindered their ability to reach customers.
02
Expert Insights and Expansion
“Beyond the immediate connectivity fix, the outboundIQ team provided additional insights within Five9 that went beyond the initial scope of the request”, said Fox. Based on the success in reconnecting with existing clients, Proforce expanded its use of the technology and now uses outboundIQ for its net new customer sales efforts as well.
03
A Scalable Implementation
Charles Fox, Chief Strategy Officer of Proforce commended the implementation experience, explicitly noting that their Integration Owner, Ryan Scott, valued "flexibly scaling with us". This approach allowed Proforce to start with a limited scope and measure success before expanding, confirming that the solution worked effectively without "all or nothing" pressure.
"Ryan helped us get the initial launch running without it being an 'all or nothing' relationship. He valued scaling with us rather than trying to sign us up for more than we needed. At Proforce, we are always happy to work with vendors willing to scale gradually, allowing us to confirm success before doing more."
CHARLES FOX
Chief Strategy Officer
Proforce Pest Control
IMPACT
"Getting the conversation started is really valuable.”
The primary benefit of using outboundIQ was a significant improvement in the ability to initiate conversations. The operational impact was clear: Proforce reported they were connecting with more customers and successfully reconnecting with those they had struggled to reach previously.
OUTLOOK
Expanding Utility
Because Proforce is acquiring additional companies and growing rapidly, they are making continuous investments in technology to become one of the most sophisticated pest control companies. Following the success with retention, the company has already integrated outboundIQ into its net new customer sales outreach.
RESULTS
Massive Lifts in Contact Rates for Past Due Accounts
Comparing the first full week with outboundIQ against the previous month, Proforce’s collections team saw dramatic improvements in contact rates across various past-due buckets:
STATISTICS
INCREASE
in contact rate for 120-days past due accounts.
INCREASE
in contact rate for 149-179 days past due accounts.
INCREASE
in contact rate for 121-148 days past due accounts.