800 Number Management has numerous related titles such as TFN Management, Dialed Name Identification Service Management (D.N.I.S.) and even Toll Free Number Management. For the sake of simplicity, and sanity, this article will use the term 800 Number Management, despite the numerous different references to the actual meaning behind the term.
When it comes to 800 Numbers the primary reason for having one is to sell a product or service or to make it convenient for an existing customer to receive service of a product or service. Hopefully, their purchase originated from you and your company. If you provide exceptional service to your existing customers, one method is to use an 800 Number to provide support services, with a bit of luck more additional products and/or services will be purchased.
The bottom line purpose for having 800 Numbers is to sell more products or services and to maximize the marketing results. However there is always an issue with having a bank of 800 Numbers or running multiple call centers and that problem is the management.
A company accumulates 800 Numbers because the C.M.O. wants to link the company’s marketing campaigns for every product, for every creative, for every offer, etc., to a unique 800 Number. So every variation requires a different and unique 800 Number. Then the C.M.O. wants to see which combination of product, creative, offer, and campaign is driving the most sales. This is called multi-channel marketing. So tracking marketing results via these linkages from marketing across multiple call centers and 800 Numbers to a sale quickly becomes a mind-numbing challenge.
No matter how you look at the problem, it requires smart executives to think more, spend more time and invest more money to get it right! Not to mention productive collaboration between the C.I.O., C.F.O., and C.M.O. Unfortunately, even the largest multi-national and national direct response companies don’t have this process down right.
A few marketing work-flow issues that must first be thought through are:
— Have standards been established for data collection and is there a mechanism to find, isolate and correct data issues as they arise?
— Are the people working in marketing, the call centers and the web group in possession of the commensurate technical knowledge? Do they have the insightful diligence to ask for the right information; in the right format; from their vendors?
— Is there a central repository, unique to marketing, for all historical information and data; from all vendors; across all marketing initiatives?
— Have we established a reporting infrastructure that can link calls (response), orders (sales) and other outcomes (disposition codes) to the specific marketing campaign that drove them?
I have talked to a lot of companies who use individual vanity 800 Numbers for each of their campaigns. The top two problems every company and ad agency have are:
1) They have a manual process of assigning, segregating and linking their 800 Number to an individual campaigns, offers and creative. Why, you maybe wondering? All but a handful of companies have a manual process for aggregating and linking. These manual processes open the door to huge probabilities for data errors.
2) A C.M.O. is forced or inadvertently funnels all their campaigns to one 800 Number, following a branding strategy, thus making it impossible to identify which campaign, offer or creative is the one real driving force behind the response and the sales revenue generation. This is called campaign overlapping and it is not pretty. One company is spending hundreds of thousands of dollars a month in attribution modeling to statisticians in India, when the problem can easily be solved for as little as $500/month.
Summary of the Solution:
The ultimate goal of an 800 Number Management system is to be able to effectively use the 800 Numbers and their associated Dialed Name Identification Service as a mechanism to quickly, easily and cogently link or tie marketing activity directly to sales. Creating such a relationship is critical to measuring return on marketing investment. Having a direct, systematic, and automated link between everything marketing produces and touches with all response channels, such as: retail outlets, telesales and the web-group eliminates every hard-metric a marketing department has. Having an automated marketing work-flow process in place also provides an opportunity to achieve maximum marketing efficiency! Notice I said “opportunity,” the overwhelming majority of companies can’t even fantasize about such a system, let alone imagine implementing one.
The first step, and it is a solid one, would be to implement an 800 Number Management system, most companies don’t have a mechanism that seamlessly manages 800 Numbers, and associated Dialed Name Identification Service. The system must also be able to communicate and track every change, modification (and who initiated such edits,) and this information must be captured accurately and consistently. It must also be able to prompt action such as disseminating request, allocation and usage information. All of the aforementioned functionality is critically important to the success of any direct response marketing organization.
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