AlphaGraphics, Overland Park, KS

Kelly DuPree uses Survey Advantage to create new business and train personnel at the Overland Park, KS AlphaGraphics Center.

“It’s a pretty simple process and more could be built into it but at the end of the day we got two nice opportunities on projects that we wouldn’t have normally gotten.. The proactive sales activity on these is key!!!”

The Challenge

One of the primary advantages of using CustomerPulse™ by Survey Advantage to gather customer feedback is the opportunity to cultivate new sales opportunities for your business.

Kelly DuPree, Operating Partner for AlphaGraphics, Inc. was invited to Tom Ross’s Overland Park, Kansas center to help train a new CSR. Kelly recently shared with us how she and the new CSR used Survey Advantage to identify several new sales leads and quote two new projects.

The Solution

They began by sorting the previous month’s survey responses into four groups – Surveys with testimonials included, surveys that suggest new project opportunities with current customers, surveys that include referrals for new clients, and the remainder.

First, Kelly and the CSR posted the positive testimonials to the website using the new Testimonial Publisher in the CustomerPulse™ dashboard. Testimonial Publisher allows sites to post positive comments with just a few clicks turning customer comments into powerful marketing tools.

The Result

Then, with Kelly’s guidance, the CSR called the customers that shared possible future projects and asked for an opportunity to quote the new job. In the first day, her efforts landed a quote for a 3000 piece mailer. And the following day, she earned an opportunity to quote another large print job. Things were off to a great start.

When Kelly came to us with her story, the CSR had just begun calling the new referrals to introduce herself and AlphaGraphics inquiring about any upcoming print jobs she may be able to help with. After that, the plan is to reach out the survey respondents that made the referrals and thank them with a reminder of the discount they will be offered on their next order.

Kelly’s story is a great example of how CustomerPulse™ survey responses can be used to generate new business with a very simple follow-up process. Leads generated through Survey Advantage coupled with proactive sales activity brought real results. When Kelly told us her story, the CSR was still working the referral leads, so this is just the beginning of their success and we can’t wait to hear more!