CallRail

Toronto Tees, a custom t-shirt printing business, was facing a challenge in managing their online and phone orders. The team members were also responsible for operating a brick-and-mortar store, which made it difficult for them to handle incoming calls. They designated one person, Kyle Pullin, to be the principal customer service contact. He was receiving about 100 calls per day, which were forwarded to his cell phone. However, this system was not efficient as he had to pick up the phone even when it was a personal call. The owner, Joe, was also facing staffing issues due to COVID-19, which made it difficult to have someone available 24/7 to pick up phone calls.

Einstein Industries, a marketing firm specializing in search engine marketing and data-driven marketing strategies, was looking to differentiate itself in a crowded market. They were serving clients in the medical, dental, and legal industries for over 25 years. However, they realized that their 'content is king' approach was not comprehensive enough. They wanted to focus on a more encompassing SEM approach and started to build out their paid search and social side of the business. They initially bootstrapped the efforts, relying on a team member who had some background with paid search and social advertising. However, they quickly realized that they needed more advanced call tracking and reporting for their clients. They wanted to see more data at a time when Google started hiding data.

Sara Johnson, the Marketing Manager of Dental Health Associates (DHA), a multi-location, physician-owned practice based in Madison, Wisconsin, faced a significant challenge. Despite investing heavily in digital marketing and events, it was difficult for the dentists to see the value in these efforts. Furthermore, Sara was unable to identify what was attracting patients to the practice. The main issue was the lack of visibility into the effectiveness of their Google ads. While they could see when someone clicked on an ad, they had no information about what happened after that click. They didn't know who these people were, which ones became leads, and whether they ended up calling the practice.

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.

Brand Ranch Media, a Texas-based marketing agency, was committed to providing transparent and accountable services to its clients. The agency was keen on proving its return on investment (ROI) to clients and optimizing ad spend. However, the challenge was to accurately track the source of leads and phone calls, identify trends, and reallocate funds from inefficient parts of the media mix to those yielding better returns. The agency also wanted to provide its clients with immediate access to insights from customer calls and prospects, which was a time-consuming process. Furthermore, they aimed to improve the quality of their client's customer service and frontline teams without having to manually listen to every call.

Top Notch Garage Door, a company servicing around 45 houses per day, specializing in both residential and commercial work, faced a significant challenge in tracking and analyzing customer calls. The company, founded in 2009, had always aimed to provide quality service at an affordable and fair price. However, the economic downturn at the time of their inception meant that customers were shopping for the best deals, making it crucial for Top Notch Garage Door to optimize their marketing strategies. The company needed a way to understand what was being said on both ends of the customer calls, to improve their marketing and customer service.

Wylie Evanson, the executive director at the Family Resource Centers for Washoe County School District in Reno, Nevada, was facing a significant challenge in tracking incoming calls and managing the demand for resources across the district's five centers. The centers, which provide basic needs like food, clothing, shelter, hygiene, and other support to children and their families across the 116-school district, were not using any program to track incoming calls. The existing system involved either not tracking the calls or manually writing down the caller's name and phone number on a paper sheet. This lack of a systematic approach made it difficult to analyze call volumes, identify the location with the most clients, and determine the area with the highest need. The grantees were also interested in understanding the call patterns and the demand for resources.

PatientClicks, a rapidly-growing digital marketing agency focused on physiotherapy clinics, was in need of a solution that could provide transparency and actionable data to determine which marketing channels and strategies work best. The agency's success is measured by increased patient bookings, with 70-80% of patient leads coming from calls. Therefore, having the right call tracking solution in place was critical. Without the integration of CallRail and Unbounce, the agency would be in the dark, unable to identify which Unbounce variants drove those calls.

GoldenComm, a Newport Beach-based marketing agency, was using call tracking to analyze inbound calls and optimize marketing campaign performance. However, the agency was looking for a more efficient and cost-effective solution that could provide more detailed information and help improve client processes.

Wit Digital was driving a high volume of inbound phone calls through its marketing campaigns, but it struggled to qualify those leads efficiently and accurately. The company’s cost per lead was sitting well above the industry average. At the time, Ryan and his team were recording calls with CallRail’s Call Tracking and then sending the recordings overseas where a third-party vendor would manually listen to the calls and categorize them. The arrangement with the overseas vendor took a long time to ramp up. Ryan and his team spent a lot of time teaching them how to categorize calls accurately. Even once processes were in place, Ryan had to do a lot of handholding. Unfortunately, the relationship deteriorated and service levels dropped off over time. To make matters even worse, the overseas vendor was expensive, with Wit Digital spending $2,500 to $4,000 per month. Ryan could have justified the cost if the overseas team was categorizing calls with near 100% accuracy. But instead, the team was stuck at 65 to 75%, partly due to language barriers.

Gravity Digital, a boutique video agency, was driving client leads via Google Search Ads, Youtube Ads, Facebook Ads, and more. However, they were unsure if clients were actually following up with them. The agency used call tracking to monitor account performance from timely appointment booking through prompt reminders and follow-ups. But calls weren't the only way patients booked appointments. Tracking requests from website form submissions was a completely different ball game. The HIPAA compliant forms they were using were too complicated. Gravity's team couldn't tell which leads were truly qualified, and they didn't have the insights they needed to hand them off to the booking team to close them.

D.R. Horton, America's largest homebuilder, was struggling with managing and tracking the high volume of leads coming in. The cost per lead in the real estate industry is high, averaging around $500, so any leads that slipped through the cracks represented a significant loss of potential revenue. The company had little visibility into incoming leads, leading to issues such as double communication with leads and frustration among customers who were asked the same questions multiple times. Calls would come in from multiple locations, and there was no way to decipher where those calls were coming from, making it impossible to forward them to the correct sales representative.

Lea Anne Roberts from Reliable Heating & Air had an idea to bid on new keywords around “leasing equipment” for the company's search engine marketing (SEM) efforts. These were inexpensive words that competitors were not bidding on because, at the time, financing heating and air equipment was not seen as a well-searched service. However, her managers were skeptical of this new direction. They didn’t see value in bidding on these keywords and questioned the quality of leads they would produce on a small, local level. Lea Anne decided to prove the value of her idea by running a form submission only campaign using CallRailʼs Form Tracking tool to test the number and quality of the leads generated.

Street Digital Media, a real estate digital marketing agency, faced the challenge of proving return on investment to its clients. The agency helps multifamily property managers throughout the U.S. attract prospective renters through digital advertising. However, the agency needed to bridge the gap between its paid advertising campaigns, lead tracking, and reporting to provide comprehensive insights into the ROI of its marketing efforts. The agency's clients, many of whom come from Asset Management backgrounds, needed to understand how the campaigns were generating calls and closing deals. The attribution model for the multifamily industry is based on first contact attribution, and before Form Tracking, Street Digital wasn't getting credit for leads that clicked through search or ad campaigns.

DCI Properties, a real estate business that purchases properties directly from sellers, was facing a challenge with their phone systems. They had two phone lines, each with a different provider, and their old phone system was outdated and not mobile. This became a problem when the pandemic hit and employees had to work from home. Furthermore, as the company began to grow rapidly, adding markets and employees, the existing phone system was not able to keep up. They tried and rejected a half-dozen VoIP providers due to poor call quality. The company needed a new phone system that could handle their growth and provide high-quality calls.

Qshark Moving Company, a Los Angeles-based moving service provider, was struggling with maintaining high levels of customer service as the company grew. Initially, the company's founder, Vlad, was handling all customer calls himself. However, as the volume of calls increased, it became overwhelming. To manage the situation, calls were routed to other team members in the field. This led to a new challenge - ensuring all calls were handled professionally. Vlad's solution was to record all calls and listen to them, which was a time-consuming process, taking up to 15+ hours a week. Additionally, Vlad needed a way to track which marketing activities were driving customer calls. While some tracking information was available via different advertising platforms, it was often limited in scope and challenging to manage.

Workshop Digital, a Virginia-based digital marketing agency, was facing challenges in providing a complete picture of every account’s progress due to a lack of granularity in tracking. They could prove their clients’ marketing spend was making a return, but it was difficult to pin down which ads or keywords were generating leads. The surface-level lead data provided by Google Analytics made it hard to determine the quality of those leads. To empower their clients to make the right decisions, Workshop Digital needed a one-stop solution that could provide the most granular data possible while still being easy to manage and organize.

Stress Free Health Options (SFHO) was facing challenges with their existing communications platform. The system, which was a combination of DID numbers and SIP trunks, was complex and no longer met the demands of the staff or customers. The company needed a solution that was simpler to use, but at the same time, more robust. Additionally, the business is call driven and many of its agents work remotely. Therefore, they needed a system that could handle the national distribution of calls without affecting the customer journey.

All Points Digital, a digital marketing agency founded by brothers Jamie and Jason Mazur, faced the challenge of effectively tracking and attributing phone calls to marketing campaigns. They found it particularly difficult to connect the results of long sales processes back to the contributing marketing initiatives. The simplistic call tracking solutions they initially used, like forwarding numbers, only told their clients whether a lead came from the website or an individual source. They needed a more robust solution that could provide detailed insights into call attribution and help them demonstrate a hard return on investment for their clients' spend on Google Ads campaigns and other types of paid initiatives.

Neon Goldfish, a boutique marketing agency, was looking for a way to demonstrate the value of their marketing efforts to their clients. They needed a solution that could provide full transparency and accurate attribution for their marketing campaigns. The agency was already using HubSpot as their CRM, but they were missing a crucial piece of the puzzle: call attribution. They needed a tool that could track and record calls, providing valuable insights into their marketing efforts and helping them to optimize their campaigns.

Black Tie Movers, a sophisticated multi-location enterprise serving 53 cities across eleven states, was facing a challenge with their premium call tracking provider. The cost to renew their contract was exorbitant and the account was complex with hundreds of numbers in the platform. The company was in need of a more cost-effective and efficient solution for their call tracking needs.

Workshop Digital, a marketing agency, was tasked with helping three of their clients solve unique challenges. Super Radiator Coils, a company that has been manufacturing cooling coils since 1928, wanted to drive more phone leads from their website. However, their website lacked an easily accessible phone number, making it difficult for potential customers to reach out. Richmond Pediatric Dentistry and Orthodontics (RPDO), a Virginia-based healthcare practice, relied heavily on phone calls for their business but struggled to analyze the thousands of calls they received each month. Lastly, Generator Interlock Technologies, a company that manufactures interlock kits, was wasting time fielding calls for products they didn't sell due to their brand name being similar to other popular products.

Above the Bar Marketing, a digital marketing agency for law firms, was facing challenges in proving the value of their work to their clients. Clients were spending money on various marketing efforts but were unsure about which ones were effective. The agency needed a way to track and report on the source of every lead they produced for their clients. They wanted to show their clients what was bringing in actual business and what was not, so they could spend their marketing dollars more wisely.

Adria Marble & Granite, a family-owned stone fabricator, was struggling with its online presence and lead generation. Initially, the company relied on traditional advertising methods such as yellow pages, faxes, and word of mouth. To modernize, Irfan Sabovic, who manages the business with his brother, created a WordPress site. However, the site was technically challenging to manage and frequently crashed. After switching to Squarespace, Irfan set up a Google Business Profile and began running Google Ads. Despite his digital marketing skills, Irfan found it difficult to optimize the campaigns, leading to higher costs per click and attracting uninterested leads.

Do You Convert is a sales and marketing agency that specializes in helping new home builders sell more homes, faster. They partner with home builders to create robust selling systems, which include online advertising, listing syndication, email marketing, and more. However, they faced challenges in demonstrating the value of their services, managing high volumes of calls, and ensuring their sales specialists were focused on selling rather than fielding non-sales calls. They also needed to manage staffing and training effectively.