WinChoice USA is a leading player in the home improvement sector, specializing in window and door installation. As the company expanded, improving their lead management became critical to maximizing sales opportunities and enhancing customer service.
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Optimizing outbound calling
WinChoice USA faced the common challenge of efficiently managing outbound sales calls, primarily due to the cumbersome processes associated with traditional dialing systems. The team needed a solution that could streamline their outreach efforts and improve speed-to-lead metrics, with the ultimate goal of increasing appointment bookings.
Winning features for compliant, efficient outreach
Along with the need to transition to a cloud-based contact center in place of clunkier hardware, WinChoice USA also sought to stay compliant in their outbound calling. Rather than depending on a predictive dialer—which calls high volumes of prospects and leads to more spam markings—they deployed Aloware’s power dialer to build better relationships and enhance the customer experience.
By connecting with more leads personally through 1:1 outreach—while still maximizing efficiency and automating sales workflows—WinChoice USA was able to increase productivity without sacrificing compliance. The power dialer’s personalized outreach improved call pickup rates, along with the team’s strategic decision to leverage local presence.
By using Aloware’s local presence feature to automatically match their reps’ area codes to all nine U.S. states they service, WinChoice USA started more customer conversations without additional effort. (Learn more about the benefits of using local presence.)
Aloware’s whisper and barge capabilities also help WinChoice USA train their sales reps to optimize performance. The features not only enable sales managers to monitor live conversations and jump in when needed, but they also allow less experienced reps to learn from star players. By secretly observing how the best sellers conduct cold calls, their peers in training can imitate winning behaviors and strategies.
Driving results with Aloware’s HubSpot integration
According to IT director Brent Worley, Aloware’s HubSpot integration was instrumental to implementing the platform and integrating it with their tech stack. They used the integration to optimize lead management for their outbound sales team, achieving major improvements in the following areas:
- Automating sales workflows: After purchasing leads from aggregators, WinChoice USA assigns them to reps for follow up using Aloware’s HubSpot integration. This system ensures that the most qualified reps handle the calls, optimizing the chances of lead conversion.
- Speed to lead: By reducing the time spent on dialing, WinChoice USA optimizes its response time to leads. Aloware’s integration provides immediate call data sync with HubSpot, facilitating quick follow-ups and increasing the likelihood of appointment setting.
- Streamlined operations: Having the ability to manage all sales workflow operations from a single tab reduces complexity and saves time. The integration between Aloware and HubSpot enables real-time data flow, ensuring that information is up-to-date and accessible.
“Anytime you can integrate your CRM data with another platform, it just makes everything more seamless,” says Worley. “Being able to immediately get the [HubSpot] record into Aloware to start dialing is helpful, because we’re all about speed to lead. The faster we can get in touch with someone, the more likely we are to set the appointment.”
The numbers at a glance:
Since adopting Aloware, WinChoice USA has achieved:
- 1,000+ collective cold calls per day as a team
- 599+ calls per day from their most productive rep
- A compliant calling solution for 44 outbound reps
Inbound calling expansion plans
Encouraged by their success with Aloware in managing outbound calls, WinChoice USA plans to expand their use of the platform to include inbound call management. Worley believes this direction will increase inbound communication efficiency and ensure that customers are directed to the appropriate departments.
“Our customer service teams and inside sales are all going to have their own call queues using Aloware,” Worley explains. “So our customers will be able to call us, and using Aloware [we’ll] route to the appropriate departments and be able to do things like call queueing and call parking.”
Summing it up
WinChoice USA’s strategic use of Aloware has transformed its lead management process, resulting in greater efficiency and improved customer interactions. Expanding Aloware usage positions the company to enhance its sales and customer service capabilities in a competitive market.
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