CallTrackingMetrics

10Xfive, an Atlanta-based agency that manages marketing, sales, and support for various companies, was struggling with their call center operations. They were using 3-5 different vendors for their phone service, call tracking, call recording, and monitoring tools. This resulted in high expenditure and administrative headaches due to the management of different contracts. Moreover, they lacked a consolidated platform to bring all their data together. A significant challenge was the absence of a voice over IP option with their phone provider, which was a problem when their support agents needed to work remotely and access their tools. They were seeking an all-in-one phone provider to improve their call center answer rate and enhance customer satisfaction.

Eyal Gershon and Hanan Avzuk, founders of a marketing agency focused on generating leads for U.S. home services companies, faced a significant challenge. With 99% of their leads coming in by phone, they struggled to attribute these calls to specific ad campaigns. This lack of data made it difficult to keep their ad budget on track and scale their business over time. The central problem was their inability to tie sales data back to Google Ads, the top call-driving ad space. Furthermore, connecting ad and sales data to CRM and leads management systems was impossible without a robust call tracking and attribution platform. They needed a software solution capable of assigning advertising session data to phone calls, particularly from online ads, and integrating it with a CRM.

Digital Reach, a PPC management firm, recognized the importance of call tracking for its business from its inception in 2011. The company understood that a robust call tracking service could address significant challenges for both the agency and its clients. For the agency, call tracking could help track which campaigns and keywords were leading to calls, enabling further optimization of the account. For the clients, many of whom were small businesses reliant on phone calls, it provided reassurance that they were collecting valuable data. The challenge was to find a call tracking solution that could deliver these benefits and justify the investment in it. The company even started turning down clients who did not want to use call tracking, emphasizing the importance they placed on this tool.

In the healthcare industry, every potential patient's phone call is of immense value. However, the challenge lies in effectively marketing medical practices to earn these calls. The situation is further complicated by the ever-evolving privacy and data security laws, which add a layer of uncertainty to the marketing strategy. Healthcare marketers need to implement a comprehensive attribution strategy while ensuring patient privacy. The challenge also extends to using patient search data for marketing purposes, given the stringent privacy laws. The use of marketing tools like transcriptions and keyword spotting, while ensuring compliance with HIPAA/HITECH, is another challenge. Furthermore, healthcare marketers need to ensure that the right leads are directed to the right hands, which requires effective lead management capabilities.

Lice Clinics of America, a network of over 300 clinics in 35 countries, was looking for a way to better understand how their national advertising campaigns were impacting their lead flows. They wanted to know which campaigns were driving the most calls and to which locations. They were also facing challenges with their existing provider for sending out text messages through their booking platform with clients. The messages were experiencing significant delays, which was a problem as their clients needed immediate responses.

The COVID-19 pandemic brought about unprecedented challenges for businesses across the globe. CallTrackingMetrics (CTM) clients, ranging from digital agencies to law firms, home services, and healthcare, were no exception. They all faced the uncertainty of what the pandemic meant for their businesses. Two of these clients, Coalmarch, a leading provider of digital marketing and sales efficiency solutions for the pest and lawn industries, and ROI Revolution, a digital marketing e-commerce agency, had to quickly adapt to the changing circumstances. Coalmarch needed to find ways to assist their industry, clients, and employees, while maintaining consistent communication. ROI Revolution, on the other hand, was faced with the question of if and when to have their staff go remote, and how to support their clients during this critical time.

An industrial products company was struggling with their digital marketing strategy. Despite spending around $300,000 USD on Google AdWords over several years, they were unable to confidently attribute any new business to this expenditure. The company was under financial pressure due to the lack of return on investment from their digital marketing efforts. They had Google Analytics and AdWords conversion tracking enabled, but were only tracking form conversions and had no system in place for tracking phone calls. In their industry, phone calls were the primary method of communication for customers and prospects. Without call tracking, they had no way of knowing who was calling or which marketing tactics and channels were effective. The company's Managing Director was deeply distrustful of digital marketing due to the lack of transparency and tangible results.

Discovery Institute, a New Jersey-based addiction treatment center, was struggling with their existing call tracking solution. The lack of reliable reporting and scalability was hindering their ability to provide high-quality service to their growing client base. The center was dealing with thousands of calls each month, all of which needed to be manually directed to the right departments. This was not only time-consuming but also resulted in missed opportunities to connect with prospective patients and their families. Additionally, the center was facing challenges in dealing with callers who were too anxious to complete a call, intoxicated, in a crisis situation, reluctant to start treatment, or unable to take phone calls. The center also struggled with providing a consistent experience due to insufficient context about the patient's recovery process.

The home improvement industry is highly competitive, with a small window to secure new clients due to the long-lasting nature of the work. Gutter Helmet, a home improvement company, was struggling to accurately track and measure the effectiveness of their various advertising channels. They were advertising in several different channels and weren’t able to accurately attribute the new business to a specific advertisement. This made optimizing more of a guessing game rather than making strategic optimization based on the performance of each campaign. The challenge was compounded by the fact that a majority of their leads were generated over the phone, making it difficult to determine which advertising channels were driving sales and bringing in the largest return on investment.

The addiction treatment industry in the U.S. is facing a significant challenge in providing quality care to the increasing number of patients, with over 23.5 million Americans currently in recovery from alcohol or drug addictions. However, only 11.2% of these individuals receive help in specialized facilities. The industry is also highly competitive, with over 13,000 facilities operating in the U.S. dedicated to substance abuse treatment. The primary challenge is establishing quick and effective communication with prospective patients to expedite admissions while protecting their privacy. Additionally, the data from these communications should help optimize the performance of marketing and support teams. The industry also faces a challenge in marketing and finding the right audience in a highly competitive and expensive advertising landscape. The person responding to an ad and contacting the facility may not always be the person who needs help, complicating the targeting process.

Leadhub, a marketing agency specializing in home services, faced the challenge of supporting their clients with a comprehensive and affordable system for call routing, tracking, and attribution. The home services industry is characterized by shorter busy seasons and frequent emergency services, making responsiveness and robust data crucial for year-round success. The industry also faces the pressure of being the first business to respond to a customer, especially in emergency situations. According to a study by the Harvard Business Review, only 37% of businesses responded to callers within 60 minutes, and 24% took 24 hours to call back. The remaining businesses missed potential opportunities, with 23% never calling back. These statistics could be detrimental to businesses in the home services industry. Therefore, Leadhub needed a dynamic software solution that could help these companies navigate the seasonal nature of their business and gain crucial insights into their clients’ website actionability, ad spend effectiveness, and call system responsiveness.

Loud Rumor, an advertising management agency, was facing the challenge of accurately tracking the leads generated from their clients' AdWords and Facebook Advertising campaigns. The traditional method of tracking leads through form submissions was proving insufficient, as many small businesses were receiving a significant portion of their leads via phone calls. Without a proper system to track these marketing calls, Loud Rumor was missing out on crucial lead tracking data. This was particularly problematic as their clients, primarily small businesses, heavily relied on these numbers to evaluate the effectiveness of their marketing campaigns. The challenge was to find a solution that could accurately track and analyze the leads generated from phone calls, providing valuable insights into the quality of the leads, the reasons for the calls, and the effectiveness of the clients' sales strategies.

Skyline Eco-Adventures, a large travel company with multiple offices, was facing a challenge in tracking and optimizing their marketing initiatives. They were spending a significant amount on marketing with the primary goal of translating these initiatives into booked reservations and revenue. The company was trying to capture every touch point in the customer journey and attribute those specific touch points back to a client reservation. However, they were struggling to measure both online and offline initiatives and identify exactly where their customers were coming from. This was crucial for them to measure and optimize campaign spend based on performance. They also had to deal with different attribution models based on where the guest started in the sales funnel, making it difficult to target guests in various phases.

StubGroup Advertising, a top-ranked pay-per-click advertising agency, was seeking a way to optimize their clients' PPC campaigns. They wanted to identify the most effective keywords and campaigns, and allocate budget accordingly. They also needed to understand the true ROI from their ad spend. Additionally, they wanted to monitor the quality of lead conversations and identify opportunities for improvement in their sales processes. Some clients also needed to manage call routing based on business hours, redirecting calls to personal cell phones after hours.