I think I＆D is a partner that is familiar with the case of B2B marketing and easy to consult.
Mr. Tomoyasu Yamada
Senior Staff, Customer Connection Department, Customer Engagement Headquarters, Diva Co., Ltd.
I&D asked Mr. Tomoyasu Yamada, who belongs to the Customer Engagement Headquarters of Diva Co., Ltd., , mainly provides the consolidated accounting system "Diva System", and is in charge of marketing, about "Telephone Road “Philosophy of Inside Sales” ®(Denwa-do, see below)" in detail.
※Denwa-do is one of our services which is Philosophy of Inside Sales. By this service, you can get BANTC information by skilled full time callers of I&D
Before and after utilizing
- Even existing user companies may not be on the house list, Diva lost sales opportunities to set sales meeting.
- In the project underway from September 2016, Diva could obtain new contact information from the person in charge from 10% of the target companies, could target future marketing approaches.
1. The business of Diva Co., Ltd
- Please tell us about the business of Diva Co., Ltd.
Diva Co., Ltd. (hereinafter abbreviated as DIVA), which belongs to the AVANT Group that innovates the productivity of corporate management, provides various solutions for the sophistication of group business management.
The main customers are the parent company corporate groups that form the corporate group. Our main product is the consolidated accounting system "Diva System", which is widely used by all group companies. Not only major Japanese companies but also customers with 10 or less group companies account for 30% of the total, and DIVA have introduced it not only for disclosure support but also for the purpose of management accounting that contributes to the sophistication of group company management and decision making.
The number of users of "Diva System" exceeds 900 groups, and it has the largest share in the consolidated accounting system market in Japan.
Recently, the introduction record of more advanced product-specific, market / customer-specific consolidated revenue management, consolidated cost management, forecasting / simulation, etc. is increasing.
2. The background of utilizing "Denwa-do ®".
- When did you start using "Denwa-do” ®"?
The first utilizing of Denwa-do was in January 2013. DIVA use it at the spot every time, and DIVA have requested for 4 to 5 call projects so far. Recent projects have been underway since September 2016. This project will be a nurturing call using the call history that was called by I & D in the past.
- What made you consider I & D's telemarketing and start using it?
The marketing staff of DIVA at that time told me that there are "relatively abundant of B2B marketing cases", and then I made an inquiry.
- Please tell us why you chose "Denwa-do ®" among many telemarketing companies.
There are a lot of cases of outbound calls in B2B marketing, and it is not a method that DIVA only needed to make an appointment as a performance reward, but DIVA could feel reassured that I＆D could appropriately convey our intentions, access appropriate customers and hear of BANT information.
- Have you ever used another company before using "Denwa-do ®"?
When DIVA was utilizing Denwa-do for the first time, DIVA were utilizing another telemarketing company. Because I had never used outsourced telemarketing before, I wanted to see what kind of telemarketing company was right for DIVA. The other telematics company was a well-known big B2B outbound call company. I finally chose I & D.
- In which point did you choose I & D compared to other companies?
DIVA prefer to the way of the callers` talks, getting BANT information, and talking properly instead of a crested call.
3. The Issues before utilizing "Denwa-do ®" and effects after introducing
- How do you utilize "Denwa-do” ®"?
Calling history information is registered and accumulated in the core in-house CRM system. In addition, if it is requested a visiting by sales representatives, DIVA can get reports with shades, so DIVA could cooperate with the sales representatives according to the feeling of their temperatures. It is convenient because you can get new prospects who are not on the customer list.
In the future, DIVA would like to carry out a campaign that utilizes the MA system for nurturing targets that are not immediately converted into projects.
- What kind of activity does nurture mean?
Among the customers who made inquiries via the Web or email, DIVA individually call the target who seems to look disgruntled, segment it to see if it will lead to a business project and let the targets which does not immediately turn it into a project recognize and build a relationship.
- What kind of effect did you have by utilizing "Denwa-do ®"?
Among the existing user companies, there are many potential customers that are not on our customer list and that have not been able to obtain business cards. So DIVA encountered the problem that DIVA could not access many customers who might be able to use "Diva System".
In the ongoing project, about 10% of the target companies were able to obtain new contact information for the person in charge and were able to target future marketing approaches.
- What kind of marketing approach do you plan to take for existing customers who are not on the customer list?
DIVA customers include a enterprise of group companies. Since DIVA's conventional solution areas are expanding, DIVA would like to promote marketing activities that leverage the synergies of our customers.
- Please tell us what you were worried about when you were utilizing "Denwa-do ®" in this project.
DIVA were worried whether I&D could make a call based on the past calling history to the customer and the history of the sales approaching. As a result, in the project currently underway, by handing over the history in a list extracted from CRM, DIVA think that I＆D can get closer to the level that our own units are sending out based on the contents.
In general, low-priced telemarketing is often a crest type, but I & D's telemarketing can make appropriate calls depending on customerｓ.
- Please tell us what you need to improve when using "Denwa-do ®".
Around 2013, when DIVA started requesting, there was a difference between the person in charge of I&D`S caller and DIVA about costumer’s interest of the appointment, but I think that there is almost no difference now. DIVA are proceeding with the project while consulting with Mr. Kikuchi, who is in charge of sales of I＆D, so if there is a problem, DIVA think DIVA can resolve it as soon as possible.
4. The evaluation of "Denwa-do ®
- What kind of trouble would you have if you didn't have I & D's “Denwa-do®”?
In order to concentrate and contact a large number of customers by telephone, there is a problem that the resources only within the company cannot handle it.
- Please tell us about the departments and companies that utilize "Denwa-do ®
It is evaluated that DIVA were able to lay a certain step so that customers can speak to us when the RFP is presented in the future.
- Are you satisfied with the movement of our sales staff?
DIVA are satisfied with it. I think that I&D is a partner who is familiar with the case of B2B marketing and easy to consult.
- For Mr. Yamada, what kind of partner does "easy-to-consult partner" mean？
My definition of partner is the person who can produce results according to your needs, propose the latest marketing information and success stories of other companies while complying with compliance. Please continue to give us meaningful suggestions regarding B2B marketing trends in your proposals.
5. Expectations for I & D
- What are your expectations for I & D in the future?
DIVA ask for your continued supporting in the inside sales section so that DIVA can create a synergistic effect between the digital marketing process and inside sales.
- Thank you for your valuable story while you are busy.
Business solution package development and license sales, consulting services, support and services, etc.
(1)Consolidated Accounting Solutions
Developing Consolidated Accounting Solutions using DivaSystem as a solution tool ・
Consulting / maintenance / education
(2)Management information utilization system solution
Consulting, maintenance, and education of management information utilization system solutions using business intelligence tools as solution tools