Being in the dark about phone calls. No longer acceptable.
In 2013, when Vasolo became a CallRail user, they added call tracking to their clients’ dashboards and began to analyze their inbound calls. Mark P. Sullivan, Founder of Vasolo, uses call tracking for his clients to gain visibility into where inbound calls are coming from and also to monitor the quality of the customer service their employees are giving over the phone. “Before CallRail my clients were basically in the dark about what was going on over the phone and where their calls were coming from,” says Mark. “With CallRail they are able to stop worrying about what is happening on the phone and trying to track where their calls are coming from. So they get to go back to doing what they do best, running their business. And I get to go back to what I do best, analyzing their business metrics.”
Business intelligence for busy people, that’s what Vasolo is all about. The company works with SMB’s to develop custom dashboards that visualize the data that are most important to their business. As a growth consulting firm, Vasolo then analyzes metrics to help their clients maximize performance and efficiencies. For years, Vasolo has been able to track their online success through looking at clicks, using Google Analytics & Google Adwords. However, many of Vasolo’s clients are small businesses and, while they are utilizing the power of online advertising and online presence, they also still rely on the telephone each and every day. Many businesses limit the dashboards, metrics and marketing analysis to online activity, when in actuality there is a powerful tool available to businesses for inbound calls: call tracking.
Vasolo implemented CallRail tracking numbers for one of its clients, an indoor trampoline park. Mark and his team were able to track total call volume and understand how much time their employees were spending on the phone. This client was spending $1,300 per month on employee wages just so they could answer simple questions over the phone, most of which could be addressed with a quick 15 second pre-recorded greeting.
They had the ability through CallRail to implement a greeting where a user can change the instructions for what happens when someone dials the tracking number. So now when someone calls the trampoline park there is a short greeting that answers many of the main questions a customer may have: hours, directions, and pricing information. Their associates are now spending less time on the phone answering simple questions and more time assisting people to transact and convert on the phone.
Analyzing Ad Spend
Vasolo implemented a CallRail tracking number for another one of its clients, a small dentist. When they implemented the call tracking number for the dentist, they were able to not only measure the call volume but analyze how many unique/new callers were calling each week. Why is this important? Because they can actually see how effective their marketing efforts are at producing prospective patients. For a dentist, relative call volume may not give accurate insight into how many new patients are coming on board. Yet, being able to analyze the data within CallRail to see how many new callers are calling in every week allows this Vasolo client to see how well the online assets and online marketing advertising they are investing in is paying off.
CallRail and the Competition
There are at least a half a dozen options when it comes to choosing a call tracking platform. Vasolo tested three others before landing with CallRail. “CallRail is not the first call tracking I’ve used,” explains Mark Sullivan. “We’ve tested 3 other platforms and decided to go with CallRail because of the attentive customer support we received during evaluation.”