Clutter LIFTS Answer Rates and Increases Lead Conversion

Full service storage leader, Clutter (formerly MakeSpace), saw 20% uplift in new customer conversion at 20X ROI by using Regal’s branded cell phone caller ID to reach the unreachable.

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CASE STUDY
INDUSTRY

Local Services

IN NUMBERS

By partnering with Regal, the innovation and sales teams at MakeSpace were able to turn on a reliable Branded Caller ID on cell phones for outbound outreach.

20%

Lift in Answer Rate Leading to Increased Lead Conversion

$1.6M

Incremental Revenue on an Annualized Basis without More Agent Hours

20X

Return on Investment

Sarah Haselkorn

VP Sales & Support, MakeSpace

"After launching Branded Caller ID on cell phones for our lead outreach calls, we reached more customers and improved the experience for everyone we called. Most importantly, we saw a 20% lift in conversion at a 20x ROI within a week. We've been looking for a solution like Regal for years"

Clutter: On-Demand Storage Backed by Technology

Traditional self-storage businesses require the customer to take care of the entire storage process on their own - from packing the equipment, to transporting it to the storage facility, and then trying to optimize the space as best they could.

PROBLEM:

Low Answer Rate and No Tools To Fix the Issue

MakeSpace had relied on phone sales as a key channel for customer acquisition, but getting prospects to answer calls proved difficult. MakeSpace’s VP Sales & Customer Support, Sarah Haselkorn, set out to tackle this key problem which was directly hurting revenue. Sarah and her team noticed that the low answer rate was consistent among all customer segments, even for high intent customers who requested that a representative would call them. Were the calls not reaching their customers due to spam challenges? Were the customers seeing the calls but not picking up?

The answer was likely - both. Some MakeSpace customers - including high intent leads who requested a call back - didn’t answer the company’s calls because they did not recognize its unbranded numbers. The low phone answer rate increased the chances of the cell phone carriers labeling these numbers as ‘spam’ or ‘spam likely’, thereby reducing the answer rate even further. Calls labeled ‘spam’ probably led some customers to actively associate MakeSpace’s numbers with spam, further yet reducing answer rate. And so on.

MakeSpace had little domain knowledge about how to deal with phone spam (as opposed to email spam), and how to achieve reliable branded caller ID on cell phones. The team tried to cope as many other companies do, by using methods that are often frustratingly unhelpful. Some are irrelevant, such as registering outbound numbers with a “CNAM” caller ID database, a protocol for landlines that does not work on cellphones. While other methods are sisyphic, such as endlessly rotating to new numbers and delisting the tainted ones.
SOLUTION:

Switching From Unknown Numbers to Branded Caller ID

By partnering with Regal, the innovation and sales teams atMakeSpace were able to turn on a reliable Branded Caller ID on cell phones for outbound outreach. For the first time, instead of prospects not being able to recognize the unknown numbers that were calling their cell phones, a “MakeSpace” branded caller ID appeared on their screen.

This had two very positive results. First, high intent customers who were interested in speaking with MakeSpace could now know who the call was from, and since these were high intent leads who were interested in the service, the answer rate shot up. Second, customers who already found a storage solution and were not interested in speaking with MakeSpace, did not pick up, so sales representatives were able to focus their efforts exclusively on revenue generating calls.
RESULTS:

Boost in conversion rate leading to 20x ROI

Being able to speak with more interested prospects, the sales representatives would answer questions aboutMakeSpace’s novel approach to storage, and would guide the prospects towards a conversion.

Within a single quarter conversion shot up by 20% at a whopping 20X ROI. For every $1 spent on Branded Caller ID, MakeSpace saw an incremental $20 in revenue with no additional agent hours. Overall that increased the revenue generated per new lead about $10, resulting in a much higher Return on Ad Spend (ROAS).

Regal's innovative solution transformed Clutter's (formerly MakeSpace) outbound outreach strategy, resulting in significant improvements in answer rates and lead conversion. By leveraging Regal's branded caller ID feature, Clutter was able to overcome the challenge of low phone answer rates, ensuring that their calls were recognized and answered by prospects. This simple yet powerful solution led to a remarkable 20% uplift in new customer conversion, translating to a 20X return on investment (ROI) for Clutter.

Work with Regal
Ready to elevate your outbound outreach strategy and drive exceptional results like Clutter? Request a demo today to discover how Regal's suite of solutions, including branded caller ID, SMS campaigns, and conversational AI, can empower your contact center to thrive in today's competitive landscape.


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ABOUT THE CUSTOMER

Clutter (formerly MakeSpace) makes the entire process convenient, seamless, and on-demand.

Customers sign up online to a plan according to their needs, and Clutter handles the rest - pickup, storage, and delivery.

Its team members snap and upload photos of every item stowed to a digital catalog, where they can be managed individually or in bulk.

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Sarah Haselkorn

VP Sales & Support, MakeSpace

"After launching Regal with Branded Caller ID on cell phones for our lead outreach calls, we saw a 20% lift in conversion at a 20x ROI within a week. We've been looking for a solution like this for years!"

Ankit Kumar

Director of Data and Platform, Guitar Center

"Regal's platform is so much easier to work with and allows us to personalize so much of our customer experience. Unlike with other platforms, it doesn't take us forever to get something spun up and deployed."

Read the Case Study

Katherine Martinell

Director of Medical Operations, Ro

"Since moving onto Regal, we've been able to streamline patient engagement, capture the data we need to shape strategy, and most importantly, sign up more patients. Regal completely transformed how we do things at Ro."

Read the Case Study

Peter James

Head of Growth, Carda Health

"My team is so much more productive with Regal. We've seen huge increases in conversions and engagement. On top of this, Regal's support is unmatched. We're not just more efficient, we're delivering a better experience for every prospective patient."

Read the Case Study

Eric Hauser

Chief Technology Officer, Cadence

"We have a large volume of patients to reach out to, get them to engage, and explain the benefits of the program. All patients are different – we need a solution to do that outreach at scale and respectfully. Regal's AI Agents empowers us to personalize and automate all of that outreach."

Read the Case Study

James Eaker

Regional Manager, Toyota Auto Insurance

"We are really happy with Regal - both in terms of its impact on our business performance and how fast the team moves and their level of personalized support."

Read the Case Study

Micah Metcalf

CEO, Legacy Family Life

"Regal is exactly what we were looking for in a partner. Regal made us much more effective and efficient at engaging with customers who are looking for the right life insurance partner."

Read the Case Study

Maggie Vetrovsky

Director of Sales, Embrace Pet Insurance

"Ava, our Regal AI Phone Agent, has been key in driving much more productivity and efficiency through our call center. We're automating a significant amount of tasks away from our human agents and saving them for high-touch situations, while our customers are just as happy to talk with Ava as they would with anyone from our team. For anyone who's exploring how AI can help their call center, I highly recommend Regal!"

Read the Case Study

Justin Pagan

Director of Global Enrollment, Coursera

"No other vendor is as invested in our success as Regal is. The platform is great, but the partnership is even better."

Read the Case Study

Celeste Martinelli

Chief Operations Officer, AllCampus

“We are pleased with our partnership. We truly believe Regal is the right solution for us to help transform our operations, and we like it when our partners are winning in business too!"

Read the Case Study

Patrick Green

VP of Enrollment Strategy, Collegis

"The Regal team has a unique focus on business goals, not just features for the sake of it. They understood our complex business model and prioritized features that have made our program more successful"

Read the Case Study

Niraj Patel

COO and Co-Founder, LiveEasy

"We've been able to make immediate and impactful improvements to our business with Regal. We're performing better than ever and it's thanks to the insights and AI tools that Regal has given us"

Read the Case Study

Eric Peschke

VP of Marketing, Zintex

"We're big fans of Regal and how it makes our agents jobs a lot easier. We broke appointment records after the first six months!"

Read the Case Study

Bruce Davidson

Director of Client Services, Clancy

“AI has changed how we do things. Before, we had to roll the dice with other call centers, which obviously had varying results. AI Agents have been nothing but consistent and reliable, I don’t think we’ll ever offshore our calls again.”

Read the Case Study

James Hummer

VP of Sales, Ethos

“Regal’s AI Phone Agent has been a game-changer for our sales calls. Its features seamlessly integrate into our workflow, allowing us to test, stay compliant, and improve our results at every stage.”

Read the Case Study

Robby Romance

Director, Strategic Partnerships, HealthBird

"Regal has helped us improve our sales per agent per day by 250%, improve our answer rates by 100%, and our conversion rates by 40%. As a result, we have been able to engage with more qualified prospects, verify their info for successful conversions, and drive additional revenue."

Read the Case Study

Michael-Rose Sandow

Director of Sales Operations, Kin Insurance

"Regal allows us to connect with more leads, have more meaningful conversations with those leads, and ultimately convert more leads into paying customers."

Read the Case Study

Kevin Heung

VP Performance Marketing, SoFi

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Read the Case Study

Jacques Rojahn

Head of Sales, Career Karma

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Read the Case Study

William Lucas

Senior Manager, Club Z!

"Regal.io instantly doubled our answer rates and improved sales productivity. 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."

Read the Case Study

Scott Chesrown

Co-Founder & COO, Perry Health

"Regal instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal's AI-powered tools to personalize, measure and optimize the experience for each customer."

Read the Case Study

Leila Kutler

Senior Director, Strategy & Growth, Angi

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Read the Case Study

Manuj Goyal

Product Manager, The Farmer's Dog

"Starting a phone sales program to call our unconverted leads and existing customers was so straightforward with Regal. And we are seeing a 58% lift in conversion."

Read the Case Study

Sarah Haselkorn

VP Sales & Support, MakeSpace

"After launching Regal with Branded Caller ID on cell phones for our lead outreach calls, we saw a 20% lift in conversion at a 20x ROI within a week. We've been looking for a solution like this for years!"

Read the Case Study

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