Trackads presentation

Our core business is increasing your sales and return on investment. 1


You know from experience that only half of your adver7sing is really working, but which half? That is one of the biggest dilemmas of adver7sing. Another dilemma is that with the advent of the digital age, the rules for adver<sing have drama<cally changed forever. Every website is now an adver<sing medium which should and must create business. Google is the king! TrackAds adver<sing tracking provides you with qualita<ve data (8 performance management reports) that track which adver<sing or marke<ng is actually producing the results, and which is NOT.


How many sales calls are you

missing? 7% of total calls are lost because the customer heard

an engaged tone or they were not answered.

Missed calls are missed forever.

Many of your phone calls are aJended to during business hours but how many calls do you miss or not even know about that are incoming aKer

hours? In the majority of businesses, because the calls come in aKer normal business hours when most customers have <me to research or shop,

especially online, you simply miss the calls and never even know about them.

Ignorance is bliss? Either way it is costly.


Why Trackads?

Trackads has 18 years of experience in the car trade. Trackads is now offering a totally new fully hosted “Cloud” based call tracking, call monitoring and call analy7cs system. ü Affordable prices ü No hardware to install ü No soKware to install ü No costly cabling ü No IT support needed ü No technical exper<se needed ü Total support from us ü Trackads call tracking and recording in “real <me”


Why Trackads?

•  No doubt you have heard people say “only half of my adver7sing is working but I don’t know which half”.

•  You don’t want to waste half of your budget, so let us show you what is and what isn’t working

•  Then you can choose to either cut your adver<sing by half or invest the current wasted half in adver<sing that really works.


Adver<sing tracking We know that there are 8 major forms of adver<sing and as we move more into the digital adver<sing era, knowing which adver7sing source is producing the best return on investment, is cri7cal to your business. The 8 major forms of adver7sing are: ü  Your own website ü  Internet marke<ng-‐Google PPC ads ü  Newspaper ü  T.V. ü  Direct mail campaigns ü  Radio ü  Yellow pages ü  Magazine ads Our business is about tracking your adver<sing responses from each adver<sing source you now use. We not only collect the caller’s contact number but we then track and record all responses. How does this work? See the next page!


68% of online website generated enquiries are delivered via the phone!* *Telicoms September 2009


It is good to have a website, but 1. Does your website have the mechanisms to track website traffic from many mul<ple sources? 2. Are you able to track down to individual key words, PPC responses, e-‐mail generated traffic, banner leads, social networking sites responses, plus the non digital channels, e.g. press, TV, radio, mailers and magazine adver<sing. In this new age of adver<sing it is cri<cal to have this informa<on so adver<sing is not wasted. 3. Once your adver7sing creates responses, do you have the cri7cal call recording and call scoring to understand if you have call quality or call handling issues. 4. Last but not least, based on the repor<ng results from over 8 different reports, we provide qualita<ve informa<on to provide effec<ve training for your sales team. Our core business is increasing your sales and return on investment.


Adver7sing tracking: How it works:

We iden<fy the adver<sing that you are currently using and then supply a different 1300 number for each adsource. We then track the specific traffic to each number, including the callers number, <me and dura<on of the call and then provide a adsource call report for you. We don’t track your generic number because tradi<onally all calls are directed to that number, but we can. If there are calls for par<cular answer points, we allocate 1300 numbers to those answer points and the recep<onist directs calls to those numbers.

Our core business is increasing your sales and return on investment.

1300 761 458 1300 761 451

1300 761 452

1300 761 456

1300 761 457

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1300 761 453

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Call Recording Call Recording Increases Sales-‐Nurtures Leads Call Recording not only increases accountability for performance by sales consultants but more importantly allows your marke<ng professional or sales management team to hear what your customers are saying in response to your adver<sing proposi<ons. Listen to your sales teams performance and hear how your customer service agents or sales personnel respond to customer situa<ons. Call recording enables you to review how well your employees handle and respond to sales leads Call recording empowers effec<ve and immediate on the job training for sales/customer service skills Call recording and the scoring of recorded calls not only ensures that the call is played back by an independent person but the process nurtures leads and creates high performance and sales.


Call recording op7ons

We offer 2 opera<onal op<ons for call recording


Op<on 1

IVR SALES 1

SALES 2

SALES 3

SALES 4

Sales department answer points

This is the “new age cloud call recording model”. Any inbound generic call* is sorted automa<cally and the customer hears an automa<cally generated IVR message asking the customer to press a number for each department. It then transfers the call to the sales consultants group of numbers and can be configured to group hunt the calls. Any sales consultant can take any call at their work sta<on. * A call mo<vated by your adver<sed number but not a 1300 specific number. Our core business is increasing your sales

and return on investment. 13

Op<on 2

Switch Operator

Department 1 Dedicated Phone Sales

consultants bid for the phone call

Department 2 Dedicated Phone

Department 3 Dedicated Phone

This is the tradi<onal model where the switch answers the call then transfers the call to a nominated answer point or worksta<on and when the call is announced, the sales consultants then move to the central designated answerpoint and answer the call.


Call scoring® Call Scoring® allows your sales management team to accurately diagnose whether you have lead-‐quality or call-‐handling issues Call Scoring® iden<fies how effec<vely your sales team is interac<ng with your customers by facilita<ng the alloca<on of a score based measurement, based on your own pre-‐determined criteria. Call Scoring® is a performance analysis tool that integrates with the Trackads Dashboard. Calls are reviewed and scored for performance, sor<ng out the call handling performance of your sales or customer service team. This process fairly evaluates the effec7veness of your agents or sales professionals. Your team can focus immediate follow-‐up efforts on your good quality leads and sales opportuni<es and follow up the less <me acute customers using your CRM programme Which of your sales team members is handling the phone inquiries efficiently and need training to maximise sales or customer service outcomes? Now with our unique call recording and call scoring, (you set the call scoring parameters) you can not only have a voice record of the call, you will also have a unique call score to assess the effec<veness of the team member in handling that call or the department or answering point as a whole. Trackads performance reports and analy<cs are in “real <me.” Trackads User Interface Web Portal includes an easy to use performance DashBoard to provide instant data on adver<sing tracking and call recording for management feedback.


I think that we have all seen ar<cles wriJen that state that there is a major

move to Internet shopping. The picture below depicts todays

digital shopper very well.


Introducing a website inquiry tool that can increase website response by up to 30%

ü Confidently drive customers to your website ü Almost 70% of web generated inquiries are by phone ü  “Let Us Call you” minimises website abandonment ü  “Let Us Call you” maximises emo7ve phone inquiries ü  “Let Us Call you” harvests all callers contact numbers ü  “Let Us Call you” increases sales, maximises website value


Here are some facts:

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This is the website sales tool that increases website call responses by up to 30%. Passive websites and contact us forms are not proac<ve and todays fast paced digital age customers, (you know, the ones who want immediate informa<on), loose interest or keep surfing the web, if you don’t have an “immediate response” mechanism. Almost 70% of website contacts comes from phone ups. Not tracking these calls is very costly. We know from experience that customers resist using “contact us” forms unless they are totally analy<cal and thoroughly researching their purchase. When they finally make a buying decision, all of your compe<tors will be aware that they are shopping around for the best price, and you are just another website provider compe<ng on price.

takes your website from passive to ac<ve in one simple Click. This immediate response mechanism provides you with the opportunity to have interac<ve conversa<on with a customer before your compe7tors have responded to a “contact us” form.


How does it work?


A customer clicks on the Let Us Call You-‐ FREE buJon and enters their phone number

The Let Us Call You number confirma<on pop up box appears. If correct, customer clicks send.

In the cloud call recording and call bridging is ac7vated and the call is connected within 10 seconds

Your branding here

Customers call is bridged to a person and conversa<on commences and is recorded

Customer waits 4-‐10 seconds and their phone rings. Talks to a real person.

If a caller contacts your business outside of normal business hours, Trackads will harvest the callers phone number and then you can call them back as soon as possible or make contact from our missed call reports. You respond far prior to passive “contact us” websites.

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Maximise the value of your website. Research shows that almost 70% of website contacts are by phone. “Let Us Call You” limits website abandonment and maximises contact with the emo7ve, buy now type customers, and increases website traffic responses by up to 30%. Research overseas indicates that by installing “Lets us call you – for FREE ” on your website can increase responses by up to 30%. Lets us call you – for FREE , is cri<cal for any business or sales organisa<on with a response based website. Lets us call you – for FREE will generate maximum interac<on with your customers during normal business hours but any<me….24/7. Why not click on Lets us call you – for FREE and explain just how easy and cost effec<ve to install on your website. Lets us call you – for FREE is a cost effec<ve solu<on that will improve sales and customer service responses and provide you with undeniably more leads and a serious market advantage?


But there is more •  Call analy<cs-‐instant e-‐mail of missed call numbers and call traffic volume analy<cs* *Please see sample on the next page

•  Geographical repor<ng-‐know where the responses are coming from

•  Call recording all calls to iden<fy if there are call quality issues or call handling issues

•  24/7 service on these features


Instant e-‐mail advice of the call ac<vity


Geographical repor7ng


NO maJer where in Australia the call comes from, Trackads can track the call into a state, then region and even down to exchange post codes. You can hover over the report and see valuable call traffic data. Know where your adver<sing dollars are crea<ng sales and develop beJer adver<sing strategies

You can then view census data on that geographical area to determine the number of people and call volumes, answered, busy and unanswered calls. No more guessing?

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So now all need to do now is

go to www.trackads.com.au and see for yourself how it works.


Analy7cs

Your choice of up to 8 performance analy<cs reports. Make management decisions based on live data.


Iden<fy and measure where sales inquiry is really coming from. Trackads shows you which of your marke<ng ac<vity is driving inquiry to your business. This informa<on increases sales and ROI by doing more of what’s working and much less of what’s not! Save the “50% of your adver<sing expenditure that isn’t working!”

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Trackads analy7cs reports ü  Summary by line ü  Summary by calling region ü Monthly trending report ü  Answerpoint summary all lines ü  Overview by hour and day ü  Overview by day, month and hour ü Monthly inbound Overview ü  Summary by region and zone



Because you can’t manage, what you haven’t measured! 27

Monthly inbound call overview report



A sample of the repor7ng provided Calls by hour and call status


Calls by hour during the day

Number of calls Colours ID call status

Because you can’t manage, what you haven’t measured

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Instant e-‐mail advice of the call ac<vity


Generic Inbound Call Management

Many inbound sales calls come directly to your normal business phone number and are then routed by the switchboard operator to the correct department or answer point. These are described as generic calls to your organisa<on due to previous customers remembering your business number. Normally those calls would not be recorded as the volume of calls is both non specific and impossible to replay and call score. You can now manage exactly where you want your inbound calls (to your generic number) routed and we record those specific calls for higher produc<vity, efficiency and sales. (E.g. having a dedicated recorded phone for each sales or service department.) You can have real 7me data on individual answer points call ac7vi7es including call scoring for those calls as well as calls from your dedicated marke7ng numbers. You can obtain performance analy<cs data based on your actual call ac<vi<es, including department or person, source of the call, <me of day, day of week, or the geographic origin of the call. Applying the total inbound call management solu7on to your business ensures that your calls get to where they can be best ac7oned and when they arrive there, they are ac7oned correctly. But there is more, we can record nominated answer points for specific nominated <me dura<ons (e.g. 8:00-‐8:30am, then again at 11:00:11:20am) to provide you with a snapshot of call ac<vi<es in your organisa<on.


Call recording, replay and scoring screen


Phone training Our management team has a collec<ve 40 years of phone training experience. We know how to develop scripts or game plans to maximise the effec<veness of your sales team when handling the various styles of phone in inquiries. We can double the sales from any given number of phone calls using Trackads with proac<ve training.


Automated “Same Day Follow Up” Customer Experience Survey

Trackads “Same Day Follow Up" Customer Experience Survey solu<on allows your organisa<on to conduct automated “Same Day Follow Up” Customer Experience Surveys survey’s using the telephone, to create a more personalised but obliga<on free feedback from your today customers. Let's face it, a daily check on why customers departed your organisa<on without buying, is cri<cal feedback and the feedback provides a basis to recover poten<al lost sales. Each evening you can automa<cally survey the day’s customers and get immediate feedback on their experience in your organisa<on. You can survey any part of your organisa<on, sales, service, customer service, accounts, spare parts, in fact any applica<on. The results are instantaneous and our dedicated team can customise reports for your organisa<on, making customer service analysis and decision-‐making easier, quicker and cheaper than ever before. Cost Effec7ve and Time Effec7ve U7lisa7on Because this fully automated customer survey solu<on requires minimal human interven<on and minimal costs. Minimise the normal high costs associated with face-‐to-‐face customer CS follow up.


•  Level 9, •  2 Corporate Court, •  Bundall QLD 4217, •  Australia •  Mob: 0411 600 300 •  Fax: 0755296911 •  E-‐ [email protected] •  www.trackads.com.au


Trackads presentation

Documents

website sales tool

sales calls

website abandonment

website value

website response

website contacts

website trac responses

website inquiry tool