Download PDF
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
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.
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 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
Quantitative Benefit
Related Case Studies.
Case Study
Underground Mining Safety
The goal was to produce a safety system to monitor and support underground mining operations; existing systems were either too simple (i.e. phone line) or overly complex and expensive, inhibiting deployment, and providing little-to-no support in event of an accident. Given the dangerous nature of the mining work environment and the strict regulations placed on the industry, the solution would have to comply with Mine Safety and Health Administration (MSHA) regulations. Yet the product needed to allow for simple deployment to truly be a groundbreaking solution - increasing miner safety and changing daily operations for the better.
Case Study
Mining Firm Quadruples Production, with Internet of Everything
Dundee Precious Metal’s flagship mine, in Chelopech, Bulgaria, produces a gold, copper, and silver concentrate set a goal to increase production by 30%. Dundee wanted to increase production quality and output without increasing headcount and resources, improve miner safety, and minimize cost.
Case Study
Fastenal Builds the Future of Manufacturing with MachineMetrics
Fastenal's objective was to better understand their machine downtime, utilization, quality issues, and to embrace cutting-edge manufacturing technology/process improvement capabilities to bring their team to the next level. However, there was a lack of real-time data, visualization, and actionable insights made this transition impossible.
Case Study
Vodafone Hosted On AWS
Vodafone found that traffic for the applications peak during the four-month period when the international cricket season is at its height in Australia. During the 2011/2012 cricket season, 700,000 consumers downloaded the Cricket Live Australia application. Vodafone needed to be able to meet customer demand, but didn’t want to invest in additional resources that would be underutilized during cricket’s off-season.
