Customer Spotlight: Access Professional Systems gains new customer perspective with CallRail

As a marketer, John Herrera from Access Professional Systems wants to be able to track everything going on in the business — good or bad. This was a major reason why he fell in love with the Callrail marketing analytics platform and what it does. Since 1977, Access Professional Systems has provided first-class customer service as a lead installer, designer, and integrator of security and process automation solutions.

“I've spent millions in my life on marketing, but probably the best hundred dollars I've spent in 10 to 15 years was with CallRail.”

Access Professional Systems was receiving phone calls organically from their website and Google My Business page, but with CallRail’s 95% plus transcription rate, John could tag, listen, and prioritize those phone calls exactly how he wanted to.

“We found the value in CallRail literally within 24 hours.”

Mining truly authentic feedback using Conversation Intelligence

To John, conversation intelligence is much bigger than just tagging and listening to phone calls that come through. Being able to just listen to what someone is saying to themselves while the on-hold message plays has given him some of the more fascinating customer insights—hearing things like “Oh really? They’ve been in the business for that long?”

Nobody has time to listen to every phone call, but every week, John takes a moment to listen in on one and always learns something new from customers about the business, from their perspective.

Learn more about Conversation Intelligence.

Not just data, but a whole new perspective

CallRail goes a step beyond the data for John, by displaying it in a clean, simple, chronological, and customizable platform to give a whole new perspective on how to interpret that data and using it to make better business decisions. He also loves how detailed the data CallRail provides is to get deeper insights into customer interactions:

• What browser were they using?
• What page were they on?
• How long was the phone call?
• When did they start the phone call?

Not to mention the integrations they can use - like Google Ads and Slack - to move the data more seamlessly through their business.

Discover more integrations with CallRail.

A flexible platform that goes the extra mile

One of the things that John has always liked about CallRail is how flexible he can be with the platform and where he can push data. He can get creative with it, and it’s super simple to mould to the needs of his business.

“There's just so much value that I think if you don't see that value, you probably shouldn't be working in marketing.”

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