SOUTHERN INDUSTRIES MORE THAN DOUBLES APPOINTMENT SET RATE WITH OUTBOUNDANI
Since 1967, Southern Industries Home Improvements has been a trusted name in the Southeast, specializing in providing homeowners with gutters, windows, siding, roofing, and baths. The Contact Center is the lifeblood of their business, setting in-home appointments to later earn the business of potential customers.
A long-time user of the powerhouse CCaaS system, Five9, the Southern Industries team found that their contact rates had been steadily decreasing over the past 4-5 years due to many factors. Despite generating high-quality leads, the company struggled to connect with prospective customers effectively, impacting both appointments and sales.
After being referred to outboundIQ by their Five9 TAM, we integrated outboundANI quickly for discovery, followed by concrete recommendations to improve lead journey, ANI utilization, and of course contact rate. After going live, Southern Industries enjoyed increased contact and record appointment set rates.
CHALLENGES
As the Head of Digital Marketing and Five9 System Owner for Southern Industries, George Curtis faced an ongoing challenge: a steady decline in contact rates, despite their extensive database and lead generation efforts. With consumers becoming increasingly hesitant to answer calls — even those they were expecting — it was clear a new approach was needed.
Inability to Reach Opt-In Prospects
01
Southern Industries’ leads had either opted-in directly on their site or through an industry specific partner, meaning they have an active need for a home project and are expecting S.I. to engage them. Every high intent, time sensitive lead lost has a tangible, negative financial impact.
Phone Number
Level Issues
02
A lack of local number variability and ability to intelligently manage them natively in the dialer was hindering individual contact rate and leading to recurring issues with SPAM, despite having a carrier flag remediation and branding solution in place.
03
There were many opportunities in the robust Five9 platform to enhance the treatment of leads as they flowed through their journey with S.I. Campaigns had not been fully optimized in terms of dial mode, VM, branding placement, and more.
Tuning the
Customer Journey
SOLUTIONS
Introduced by their Five9 TAM representative, Southern Industries implemented outboundANI. The solution seamlessly integrated with their Five9 outbound campaigns. The onboarding process was straightforward, with outboundANI taking charge of accessing the necessary configurations and implementing their algorithms.
01
outboundIQ Discovery Process
“outboundANI was careful not to over-promise on delivery during our “discovery” phase. They plugged into our system and monitored our calling for several weeks so that we would have a good gauge of where we started.”
02
Taking
outboundANI Live
“Once we implemented the ANI inventory recommended and went live, we noticed immediately that contact rates were improving. Not only that…they KEPT improving month after month.”
03
Advice from outboundIQ experts
“We’ve had several follow-up calls since we started to go over our progress and talk about our Five9 configurations. Not only did outboundANI help with our contact rate because of our using their service, but they were able to give very valuable feedback with regard to our Five9 setup – feedback that served to further increase our contact rate.”
"outboundANI has been a game-changer for us. Their algorithm dramatically improved our contact rates, exceeding our expectations month after month. Not only are we connecting with more customers, but the quality of these interactions has also gone up significantly. The outboundIQ team went above and beyond, offering valuable feedback on our Five9 setup to further optimize results. We’re thrilled with the outcomes and look forward to continuing this partnership."
GEORGE CURTIS
Head of Digital Marketing – Southern Industries Home Improvements
IMPACT
Contact Rate Lift, Valuable Insights, Happier Agents
Contact rates improved significantly, with the highest growth on fresh lead campaigns. outboundIQ’s team provided actionable feedback on Five9 configurations, further refining calling patterns and setups to boost contact rates. Higher success rates during calls contributed to a more positive and productive work environment for agents.
RESULTS
More Appointments, Higher Quality, Greater Efficiency
The improved contact rates directly translated into more appointments and higher sales. Customers answering calls were more engaged and ready to speak, significantly improving the conversion potential of each interaction. While contact rates increased, total dial volumes remained steady, optimizing resource utilization.
OUTLOOK
A Long-Term Partnership
Southern Industries plans to continue leveraging outboundANI’s technology as a vital component of their outbound campaigns. The company remains confident in its ability to maintain and build on these results, ensuring sustained growth and success. Next up is to implement Pulse Performance Dashboards further tune the customer and lead journey!!
STATISTICS
INCREASE IN CONTACT RATE
Overall contact rates increased from 8% to 14%, with “Day 0-5” campaigns seeing even higher growth to over 26%
INCREASE IN APPOINTMENT SET RATE
More agent conversations and a better experience for consumers lead to more real opportunities.
TIME SPENT ON ONGOING ADMINISTRATION
“It works in the background, running its algorithms and helping to improve our call contact rates day over day.”