CallTrackingMetrics > Case Studies > Navigating COVID-19: How CTM Clients Adapted and Thrived

Navigating COVID-19: How CTM Clients Adapted and Thrived

Technology Category

Networks & Connectivity - 5G

Applicable Industries

Buildings
E-Commerce

Applicable Functions

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring
Smart Campus

About The Customer

The customers in this case study are Coalmarch and ROI Revolution. Coalmarch is the leading provider of digital marketing and sales efficiency solutions for the pest and lawn industries. They have been helping home service industry leaders get more leads, close more sales, and grow their businesses for over 10 years. ROI Revolution is a digital marketing e-commerce agency focused on PPC, Social Media, SEO, CRO, and Amazon advertising for retailers and lead generation in B2B and B2C. Both companies are clients of CallTrackingMetrics, a company that helps businesses from all over the world and across a wide variety of industries.

The Challenge

The COVID-19 pandemic brought about unprecedented challenges for businesses across the globe. CallTrackingMetrics (CTM) clients, ranging from digital agencies to law firms, home services, and healthcare, were no exception. They all faced the uncertainty of what the pandemic meant for their businesses. Two of these clients, Coalmarch, a leading provider of digital marketing and sales efficiency solutions for the pest and lawn industries, and ROI Revolution, a digital marketing e-commerce agency, had to quickly adapt to the changing circumstances. Coalmarch needed to find ways to assist their industry, clients, and employees, while maintaining consistent communication. ROI Revolution, on the other hand, was faced with the question of if and when to have their staff go remote, and how to support their clients during this critical time.

The Solution

Coalmarch responded to the challenge by creating a centralized hub to communicate how they were handling COVID-19 as a partner and as an organization. This hub served to ensure consistent messaging, post frequent updates, and provide resources and suggestions to help stakeholders manage their staff, marketing, sales, and financials during the pandemic. They also tapped into multiple channels for communication, reminded customers how to reach them, created weekly webinars to stay connected, and maintained a positive attitude. ROI Revolution, on the other hand, prioritized the safety of their employees and transitioned to an entirely remote workforce. They used communication tools like Google Hangouts and Zoom to keep the team connected, engaged, and focused. They also focused on supporting their clients by adopting some of CTM’s contact center functionality, planning to offer clients remote workforce tools like softphone, call management capabilities, internal chat, and live chat. They also created a centralized content page providing updates on the impact of coronavirus on e-commerce.

Operational Impact

The operational results for both Coalmarch and ROI Revolution were positive. Coalmarch was able to maintain consistent communication with their industry, clients, and employees through their centralized hub. They also managed to reach their entire client base through a multi-channel approach. ROI Revolution, on the other hand, was able to smoothly transition to a remote workforce, keeping their team connected, engaged, and focused. They also managed to support their clients by offering them remote workforce tools. Both companies were able to maintain continuity and communications with their employees and customers during the pandemic, demonstrating resilience and adaptability in the face of adversity.