Club Z! Increased Answer Rates by 100% by using Regal
Regal.io helped Club Z! completely modernize their outbound sales process, from routing prospects to appropriate sales teams to providing a more effective way to set up sales meetings.
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INDUSTRY
Education
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IN NUMBERS
Regal has played a pivotal role in helping Club Z! serve their customers and partners better.
100%
Lift in Answer Rate
40%
Answer Rate
33%
Lift in Conversion Rate
William Lucas
Senior Manager, Club Z!
"Regal.io instantly doubled our answer rates and improved productivity of our sales team. We have been able to consolidate what we used to do in three separate systems all into one place while personalizing our outreach to prospects."
PROBLEM:
Low Sales Productivity Due to Outdated Systems
GOAL:
Seeking the Proper Technology to Increase Sales
Club Z initially started as an in-person tutoring services company, but with the COVID pandemic shifted quickly towards virtual tutoring capabilities, which presented both opportunities and challenges.
Club Z set up two types of teams that operate on different prospect types: franchise prospects and non-franchise prospects. For the franchise prospects, Club Z wanted to designate them to a local franchise in the same zip code as that prospect. For non-franchise prospects, they wanted the sales team to convert those prospects directly over the phone. Club Z ran into issues with routing these prospects accordingly due to a lack of technology capabilities. Club Z also had poor answer rates because their calls were coming across as "Spam Likely" and if prospects did call back, it would route to an automated answering service, which meant many missed sales opportunities.
Club Z set up two types of teams that operate on different prospect types: franchise prospects and non-franchise prospects. For the franchise prospects, Club Z wanted to designate them to a local franchise in the same zip code as that prospect. For non-franchise prospects, they wanted the sales team to convert those prospects directly over the phone. Club Z ran into issues with routing these prospects accordingly due to a lack of technology capabilities. Club Z also had poor answer rates because their calls were coming across as "Spam Likely" and if prospects did call back, it would route to an automated answering service, which meant many missed sales opportunities.
Prior to using Regal, Club Z was using Nextiva for calling and Text Magic for texting, which was not an ideal solution for their use case.
Sales reps were switching across multiple tabs at the same time, and were logging into different systems to perform several functions. Reps had to manually choose which prospect to call based on whether the prospect was in-franchise or remote. Then, they had to copy and paste that number into a separate dialing system. Once the call was completed, the rep would go back into the CRM to write notes. Since Club Z's calling and texting numbers were in different systems with separate phone numbers, prospects were confused with who was contacting them across various channels.In addition, with their prior system they manually texted prospects rather than trigger texts through automated journeys. This resulted in a fragmented experience for sales reps.
Furthermore, the Club Z team didn't have visibility into how their individual sales reps were performing, so it was difficult to optimize performance.
Sales reps were switching across multiple tabs at the same time, and were logging into different systems to perform several functions. Reps had to manually choose which prospect to call based on whether the prospect was in-franchise or remote. Then, they had to copy and paste that number into a separate dialing system. Once the call was completed, the rep would go back into the CRM to write notes. Since Club Z's calling and texting numbers were in different systems with separate phone numbers, prospects were confused with who was contacting them across various channels.In addition, with their prior system they manually texted prospects rather than trigger texts through automated journeys. This resulted in a fragmented experience for sales reps.
Furthermore, the Club Z team didn't have visibility into how their individual sales reps were performing, so it was difficult to optimize performance.
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SOLUTION:
Regal's Comprehensive Platform for Outbound Sales
The team from Club Z needed a solution to help modernize their sales team and came across Regal.io. The team at Regal knew that they could solve Club Z's workflow issues right away, but also could work with them in so many more ways to help them evolve into a high-performing sales team.
As a first step, Regal moved Club Z onto its Branded Caller ID solution which immediately doubled their answer rates from 20% to 40%. Then, Club Z leveraged Regal's Calendly integration to schedule intake sessions with prospects.
From there, Regal set up specific routing tasks with its journey builder functionality to ensure that different prospects were being treated in a personalized manner and routed to the right set of sales reps. For prospects that are located near a franchise location, these calls would be intelligently routed to a franchise sales rep. For prospects that are not, the calls would be routed to a remote sales rep. Each type of prospect receives a different text or call message set by the journey builder. This automation enabled Club Z to treat prospects appropriately without the sales reps having to hand off prospects to other teams manually.
In addition, with Regal, the Club Z team was able to consolidate what they used to do with three disparate systems - calling, texting and CRM- all into one single window.
Lastly, with Regal's comprehensive reporting dashboard, the Club Z management team can now have visibility into answer rates and sales conversions on a per sales rep level, which allows managers to provide feedback and monitor performance with data.
After getting some strong initial value out of Regal, the Club Z team realized that in addition to their non-franchise sales teams, the franchise teams could also get major benefits from using the software. After three months, Regal also brought on the franchise team into using Regal's outbound sales platform.
Going forward, Club Z will also take advantage of Regal's integration with Calendly to directly schedule calls with prospects on their website which will route a sales call via Regal at the scheduled time slot. This allows prospects to book a meeting directly on their website rather than calling into Club Z's phone number.
As a first step, Regal moved Club Z onto its Branded Caller ID solution which immediately doubled their answer rates from 20% to 40%. Then, Club Z leveraged Regal's Calendly integration to schedule intake sessions with prospects.
From there, Regal set up specific routing tasks with its journey builder functionality to ensure that different prospects were being treated in a personalized manner and routed to the right set of sales reps. For prospects that are located near a franchise location, these calls would be intelligently routed to a franchise sales rep. For prospects that are not, the calls would be routed to a remote sales rep. Each type of prospect receives a different text or call message set by the journey builder. This automation enabled Club Z to treat prospects appropriately without the sales reps having to hand off prospects to other teams manually.
In addition, with Regal, the Club Z team was able to consolidate what they used to do with three disparate systems - calling, texting and CRM- all into one single window.
Lastly, with Regal's comprehensive reporting dashboard, the Club Z management team can now have visibility into answer rates and sales conversions on a per sales rep level, which allows managers to provide feedback and monitor performance with data.
After getting some strong initial value out of Regal, the Club Z team realized that in addition to their non-franchise sales teams, the franchise teams could also get major benefits from using the software. After three months, Regal also brought on the franchise team into using Regal's outbound sales platform.
Going forward, Club Z will also take advantage of Regal's integration with Calendly to directly schedule calls with prospects on their website which will route a sales call via Regal at the scheduled time slot. This allows prospects to book a meeting directly on their website rather than calling into Club Z's phone number.
RESULTS:
Not Only more customers, but more valuable Customers
Club Z instantly saw a 2x lift in outbound answer rates from 20% to 40% and a 33% lift in conversion rates after using Regal.io as an outbound calling and texting platform.
With Regal.io's intelligent routing capabilities, Club Z has been able to effectively route prospects to designated sales teams based on the geography of the prospects and whether the franchise or remote teams should be calling them.
Going forward, Club Z now has the confidence to be able to scale its sales capabilities as they grow - Regal has played a pivotal role in helping them serve their customers and partners better.
With Regal.io's intelligent routing capabilities, Club Z has been able to effectively route prospects to designated sales teams based on the geography of the prospects and whether the franchise or remote teams should be calling them.
Going forward, Club Z now has the confidence to be able to scale its sales capabilities as they grow - Regal has played a pivotal role in helping them serve their customers and partners better.
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ABOUT THE CUSTOMER
Club Z! Tutoring is an education services company with over 400 franchises that has been around for over 25 years.Their tutoring programs and curriculum are unmatched in the industry not only due to their years of development, but because of their high quality tutors.
Tutors are certified, and professional, which means students get the perfect tutor every-time. Club Z tutors work one on one with each student in the comforts of their own home, and also correspond with teachers at their school.
Club Z has a tutor match process to ensure that students are appropriately matched with tutors based on academic strengths, availability, personality and teaching style.
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