Backoffice Pro Propels Global Manufacturer’s Sales by 300% with Multilingual Support Strategy

The Brief

• Client Profile: A global manufacturer of scales and analytical instruments, providing advanced solutions for various measurement needs.
• Industry Domain: Analytical instruments and scales manufacturing.
• Challenge Faced: The company struggled with traditional outreach methods, resulting in ineffective customer engagement and subpar conversion rates. Despite targeting 60,000 contacts quarterly, they needed help enhancing market insights and driving sales growth.
• Project Goal: Develop a dedicated multilingual support team to gather customer feedback from diverse regions effectively. Enhance market awareness through targeted interactions and insights. Significantly boost sales conversion rates by optimizing customer engagement and outreach strategies.

The Solution

Backoffice Pro devised a comprehensive strategy to address the project’s challenges and optimize results. This approach focused on assembling a skilled team, upgrading infrastructure, and ensuring top-notch quality. Key components included:

• Multilingual Team: Assembled and trained a team of 20 multilingual agents on client products and support procedures to ensure effective and culturally sensitive interactions.
• Telecom Infrastructure: Deployed a robust system with advanced backup and recording features, ensuring smooth and reliable operations.
• Quality Assurance: Set up a specialized multilingual QA team to oversee calls and ensure high conversion rates and consistent service quality.

The Outcome

The multilingual support strategy substantially improved market understanding and sales effectiveness. Enhanced customer engagement led to significant gains across key metrics. The results included:

• Increased Product Awareness: Achieved a 60% rise in product visibility, leading to a clearer understanding of market needs.
• Enhanced Sales Performance: Attained a 60% increase in sales closures and doubled appointment bookings, reflecting notable improvements in sales effectiveness.
• Successful Upselling: Boosted overall sales through effective upselling and cross-selling, contributing to a significant revenue increase.