Half the paid leads never got a second call.
If the rep has to remember who to call back, the hottest lead is already with a competitor.
Budget well spent, followed up from memory.
The client is a phone sales company in the energy sector, twelve people. Every day it invested a significant budget in ad campaigns to acquire leads: people who had left their details online, to be called back within minutes. If that didn't happen, the customer was lost.
The leads collected ended up in a shared spreadsheet, and reps handled calls and reminders relying on memory or personal notes. Promises made on the phone — "I'll call them Monday at 10" — weren't written down anywhere. Half of the leads ready to buy never got a second call, and the budget spent acquiring them was lost along with them.
On the left, the spreadsheet reps relied on memory for. On the right, what's actually needed to call back in time. No one had ever built the bridge between the two.
The reps' work was correct. What was missing was someone to hold the memory for them.
The reps did their job: they called, promised, took notes. But that note lived only in their head or on a personal sheet, not in a system that kept it alive until the right moment. A shared spreadsheet doesn't tell anyone who to call now: a person has to remember it, and people forget once the day fills up. So recontact depended on each rep's memory, not on a process, and half of the paid leads were left without a second call.
The MARF operating system in place of the spreadsheet.
We replaced the spreadsheet with the MARF operating system, giving each rep a personal work screen on computer and smartphone. The system organizes the work automatically, eliminating improvisation.
At the top of the rep's list are always the new incoming requests and the already-scheduled second-call reminders.
The rep logs the outcome of the call and sets the next move in the same instant, without switching to another tool.
If the customer doesn't answer the call, an automatic WhatsApp reminder message goes out, keeping the contact alive.
The recontact rate rises above 90%.
Thanks to automatic tracking, no contact is ever lost or forgotten in a spreadsheet again: the rep always knows who to call back, and the customer gets a response in minutes instead of hours.
From about half of leads called back to over 90% recontacted, with the same acquisition budget.
From about 50% to over 90% of leads called back a second time.
It used to be several hours: contacts reached reps late.
Double-digit growth in close rate, at the same ad spend.
“We used to pay for hundreds of contacts every month, but our reps only called back half of them because they got lost in spreadsheets. With this new system every rep knows who to call at every moment, and an automatic WhatsApp message goes out if the customer doesn't answer. We brought the recontact rate above 90% and increased sales without spending an extra euro on advertising.”
Call Center Owner
Stop paying for leads no one calls back: make sure every rep always knows who to call now.
How many hot leads are you letting cool down today? The ROIometer puts it in euros.