Clutter LIFTS Answer Rates and Increases Lead Conversion
Full service storage leader, Clutter (formerly MakeSpace), saw 20% uplift in new customer conversion at 20X ROI by using Regal’s branded cell phone caller ID to reach the unreachable.
By partnering with Regal, the innovation and sales teams at MakeSpace were able to turn on a reliable Branded Caller ID on cell phones for outbound outreach.
Lift in Answer Rate Leading to Increased Lead Conversion
Incremental Revenue on an Annualized Basis without More Agent Hours
Return on Investment
VP Sales & Support, MakeSpace
"After launching Branded Caller ID on cell phones for our lead outreach calls, we reached more customers and improved the experience for everyone we called. Most importantly, we saw a 20% lift in conversion at a 20x ROI within a week. We've been looking for a solution like Regal for years"
Clutter: On-Demand Storage Backed by Technology
Traditional self-storage businesses require the customer to take care of the entire storage process on their own - from packing the equipment, to transporting it to the storage facility, and then trying to optimize the space as best they could.
Low Answer Rate and No Tools To Fix the Issue
The answer was likely - both. Some MakeSpace customers - including high intent leads who requested a call back - didn’t answer the company’s calls because they did not recognize its unbranded numbers. The low phone answer rate increased the chances of the cell phone carriers labeling these numbers as ‘spam’ or ‘spam likely’, thereby reducing the answer rate even further. Calls labeled ‘spam’ probably led some customers to actively associate MakeSpace’s numbers with spam, further yet reducing answer rate. And so on.
MakeSpace had little domain knowledge about how to deal with phone spam (as opposed to email spam), and how to achieve reliable branded caller ID on cell phones. The team tried to cope as many other companies do, by using methods that are often frustratingly unhelpful. Some are irrelevant, such as registering outbound numbers with a “CNAM” caller ID database, a protocol for landlines that does not work on cellphones. While other methods are sisyphic, such as endlessly rotating to new numbers and delisting the tainted ones.
Switching From Unknown Numbers to Branded Caller ID
This had two very positive results. First, high intent customers who were interested in speaking with MakeSpace could now know who the call was from, and since these were high intent leads who were interested in the service, the answer rate shot up. Second, customers who already found a storage solution and were not interested in speaking with MakeSpace, did not pick up, so sales representatives were able to focus their efforts exclusively on revenue generating calls.
Boost in conversion rate leading to 20x ROI
Within a single quarter conversion shot up by 20% at a whopping 20X ROI. For every $1 spent on Branded Caller ID, MakeSpace saw an incremental $20 in revenue with no additional agent hours. Overall that increased the revenue generated per new lead about $10, resulting in a much higher Return on Ad Spend (ROAS).
ABOUT THE CUSTOMER
Clutter (formerly MakeSpace) makes the entire process convenient, seamless, and on-demand.
Customers sign up online to a plan according to their needs, and Clutter handles the rest - pickup, storage, and delivery.
Its team members snap and upload photos of every item stowed to a digital catalog, where they can be managed individually or in bulk.
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VP Sales & Support, MakeSpace