CallRail > Case Studies > Access Professional Systems Enhances Customer Insights with CallRail

Access Professional Systems Enhances Customer Insights with CallRail

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Mining
Telecommunications

Applicable Functions

Sales & Marketing

About The Customer

Access Professional Systems is a leading provider of security and process automation solutions. Since 1977, the company has been committed to delivering first-class customer service. They specialize in the design, installation, and integration of security systems. The company values the importance of understanding their customer interactions and insights, which is why they sought a solution like CallRail. John Herrera, a marketer at Access Professional Systems, is particularly invested in tracking all aspects of the business, both good and bad, to make informed decisions and improve the company's operations.

The Challenge

Access Professional Systems, a leading installer, designer, and integrator of security and process automation solutions, was facing a challenge in tracking and understanding their customer interactions. The company was receiving organic phone calls from their website and Google My Business page, but lacked a comprehensive system to analyze these interactions. John Herrera, a marketer at Access Professional Systems, was seeking a solution that could provide detailed insights into customer interactions, including the ability to tag, listen, and prioritize phone calls. The challenge was to find a platform that could offer a high transcription rate and provide a new perspective on interpreting customer data.

The Solution

The solution came in the form of CallRail, a marketing analytics platform. With CallRail’s 95% plus transcription rate, John was able to tag, listen, and prioritize phone calls exactly how he wanted to. The platform provided a clean, simple, chronological, and customizable interface that displayed data in a way that offered a new perspective on how to interpret it. CallRail also provided detailed data on customer interactions, such as the browser they were using, the page they were on, the duration of the phone call, and when they started the phone call. Furthermore, the platform offered integrations with Google Ads and Slack, allowing for seamless data transfer throughout the business. The flexibility of the platform allowed John to mould it to the needs of his business.

Operational Impact

The implementation of CallRail has provided Access Professional Systems with a new perspective on their customer interactions. The platform has allowed them to mine truly authentic feedback using conversation intelligence. John has been able to gain fascinating customer insights, learning something new about the business from the customer's perspective each week. The detailed data provided by CallRail has given deeper insights into customer interactions, enabling better business decisions. The flexibility of the platform has also allowed John to get creative and mould it to the needs of his business, demonstrating the platform's adaptability and value.

Quantitative Benefit